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EEO. 2021; 20(6): 3615-3627

Critical Analysis Of Electronic Customer Relationship In Sbi And Icici Bank Of Southern Region Of Kolkata

Ranjan Sen Sharma, Dr. Manish Choudhary, Dr. Neha Chourasiya.


It has become crucial for Public Sector banks to satisfy their customers because an increase in private sector banks has given investors a variety of options. The profitable clients must be kept around above everything else because it is generally believed that keeping an existing customer is less expensive than finding a new one. One of the newest developments in marketing thought is to be able to solve this issue is e-CRM. This paper reflects critical analysis of Electronic Customer Relationship in SBI and ICICI Bank of Southern Region of Kolkata.

Key words: Crucial, development, banks, customer relationship, demands.

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