LEVERAGING DIGITAL SOLUTIONS FOR IMPROVED CUSTOMER RELATIONSHIPS IN NATIONALISED BANKS

Abstract

            An examination of E-CRM’s (Electronic Customer Relationship) theoretical underpinnings and real-world consequences for nationalized banking institutions is presented in this study. Beginning with an exploration of ECRM’s theoretical underpinnings, including its customer-centric ethos and digital integration, the study assesses its feasibility within the unique operational landscape of nationalized banks. The paper highlights the theoretical advantages of ECRM, such as enhanced customer engagement and data-driven decision-making, while addressing potential theoretical challenges like data security and systems integration. By offering theoretical solutions, this research establishes a robust framework for understanding and implementing ECRM within nationalized banks, fostering an environment of enhanced customer satisfaction and loyalty.