Adopting E-CRM in Banking: A Comprehensive Survey of Customer Perspectives in Haryana

Nowadays all the banks are using E-CRM practices to streamline the various banking processes and to adopt Customer-centric approach. In this paper, we aim to provide a comprehensive analysis of the awareness, perception, and influencing factors of Electronic Customer Relationship Management (E-CRM) practices among bank customers in Haryana using a primary survey. The research captures various aspects of E-CRM from the customers' perspective. It assesses the level of awareness about E-CRM practices, examining customers' understanding of the digital tools and techniques employed by banks to manage relationships. The study also explores customers' perceptions of different dimensions of E-CRM, such as effectiveness, efficiency, and convenience. Additionally, it identifies the key factors influencing the adoption and success of E-CRM in the banking sector. By analyzing these elements, the research provides valuable insights into the perception and implementation of E-CRM practices in Haryana.