LIST OF TABLES. Table No. Table Name Page No Frequency tables on customization of services 56

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1 LIST OF TABLES Table No. Table Name Page No Respondent s age Cross-tabulation between the ease of opening a bank account and age Cross tabulation between the ease in opening a bank account and age Crosstabulation between the documentation process and age Frequency tables on customization of services Frequency tables on appreciating customers Cross-tabulation between having a relational program and value of customer relations Cross-tabulation between relationship management and value for customer relations Cross-tabulation between Crm targeted or general and value for customer relations Cross-tabulation between customer retention and customer relations Cross-tabulation between the extent for customer retention and value for customer retention Cross-tabulation between employee s rewards and value for customer relations Cross-tabulation between crm activities and value for customer relations

2 Cross-tabulation between crm programs and value for customer relations Cross-tabulation between customer satisfaction with the communication channels and employees being encouraged to enhance their communication skills Frequency tables on the ease of opening a bank account Frequency table on the ease in opening a bank account Cross tabulation between complicated or simple crm and having the crm software Cross-tabulation tables between simplicity in operating the software and having crm software installed Frequency tables on employees getting involved in relationship management Frequency tables on how regular the banks informed their customers about new and old products Frequency tables on efficiency as a result of technological change Cross tabulation between value for customer relations and having a relational program Cross-tabulation between crm being general or targeted and having a relational program Cross-tabulation between customer retention and having a relational program

3 Cross-tabulation between the extent of retention and having a relational program Cross-tabulation between employees getting rewarded for good customer handling and having a relational program Cross-tabulation between crm activities helping the bank in customer retention and having a relational program Cross-tabulation between employees involvement in customer management and having a relational program Cross-tabulation between effectiveness in crm activities and having a relational program Frequency tables on opening a bank account Frequency tables, managed to retain customer Frequency table on the extent of retention Frequency table crm activities helped the bank to retain customers Frequency tables on effectiveness of crm programs Cross-tabulation between efficiency as result of technological change in reference to the last 10 years Cross-tabulation between customer response on technology and how it has changed the banking industry in the last 10 years

4 Cross-tabulation between overall performance of crm software and impact of technological change on the banking system in the last 10 years Frequency tables on the ease of opening a bank account Frequency table on the extent at which the bank offered customers trust and privacy Frequency table on how satisfied the customers were with the bank in general Cross-tabulation between familiarity with the banks products and receiving bank reminders Cross-tabulation between satisfaction with bank products and receiving bank reminders Frequency tables on employee knowledge in answering questions Frequency tables on how regular customers received bank reminders Frequency tables on customer satisfaction with the bank s products Cross-tabulation between having a liking for customer care programs and being satisfied with the banks communication channels Cross-tabulation between bank s ability to deal with customer complaints and satisfaction with the banks communication channels

5 Cross-tabulation between finding support centers effective and satisfaction with the banks communication channels Cross-tabulation between employees having knowledge to answer questions and customer satisfaction with the bank s communication channels Cross-tabulation between employees giving customers individual attention and customers being satisfied with the banks communication channels Frequency tables on the extent at which the bank offers trust and privacy Frequency tables on customer satisfaction in general Frequency tables on customer s interest in developing a relationship with the bank Frequency tables on customer satisfaction with the bank s communication channels Cross-tabulation between customer product satisfaction and familiarity the banks products Frequency tables on customers hearing about customer relationship management (crm) Cross-tabulation between finding the software installed in the ATM booth user friendly and having an ATM card Cross-tabulation between rating the software and having an ATM card

6 Cross-tabulation between delivery channel preferred and having an ATM card a Opening a bank account a Accessing a bank account a Accessing the bank a Documentation process a Loyalty program a Customize services a Appreciate customers a Have a referral program a Referral program-benefits to the customer a Referral program-benefits to the bank a Managed to retain customers a To what extent banks have managed to retain customers a Have a relational program a Employees are involved in relationship management a Relational program targeted or general a Value customer relations a Consider customer retention as an important issue a If yes to what extent a Employees are rewarded for good customer handling 166

7 5.20 a Has relationship management activities helped your bank to retain customers 5.21 a How effective are your customer relationship programs a Interaction with customers a Customers are satisfied with the communication channels 5.24 a Employees are encouraged to enhance their communication skills 5.25 a Focus on customer needs while designing your offerings a Have a CRM software a Simple to operate the software a Has technology changed your banking system in the last 10 years a Efficiency as a result of technological change a Customer response to the change in technology a Overall performance of the CRM software a Ease in opening an account a Trust and privacy a Satisfied with the bank in general a Interested in developing a relationship 174

8 5.36 a Employees supportive a Have a referral program a Familiar with the banks products a Customize products a Satisfied with the bank s products a Satisfied with the bank s communication channels a Like customer care programs a Bank s ability to deal with customer complaints a Heard about customer relationship management a Have an ATM card a Find the software installed in the ATM booth userfriendly a Rate the software a Support centers effective a Delivery systems a Convenient banking hours a Employees have knowledge to answer questions a Employees give you individual attention 182