• L.Jayanthi
• Dr.V.Vimala

The Customer Relationship Management in banks depends upon optimistic relationship between bank staffs and customers. CRM is not a unique phenomenon, but it is a combination of human factors, maintenance factors, technological factors and strategic management practices. Hence the present research encounters primarily with the human factors responsible for successful CRM practices in public sector banks. Several studies argued that the products and services offered by service sector banks are coupled with human factors behind bank staffs and customers. Therefore it is an attempt to segment predominant human factors for the success of CRM practices. This research depends upon primary data obtained from bank staff in different public sector branches in Chennai city. The convenient sampling method is found useful to obtain the responses through a structured questionnaire. The application of factor analysis by principal component method derived 5 predominant factors namely, Smooth behavior of staffs, appropriate responsiveness, empathetic approach, reliable information and sound human relations. The study also emphasized the importance of successful human relationships for the best service of Banks and best customer loyalty.

Contribution of Human factors for the successful CRM Practices in Public and Private sector Banks

"Contribution of Human factors for the successful CRM Practices in Public and Private sector Banks", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.5, Issue 12, page no.530-537, December-2018, Available :http://www.jetir.org/papers/JETIR1812670.pdf

"Contribution of Human factors for the successful CRM Practices in Public and Private sector Banks", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.5, Issue 12, page no. pp530-537, December-2018, Available at : http://www.jetir.org/papers/JETIR1812670.pdf