Electronic – CRM : Challenges and Opportunities in Banking Industry

This study revolves around eCRM practices in banking sector of North Karnataka and some of the opportunities which are not keenly adopted by the banks in this region. The researcher has widely utilized the exploratory study to gain insights of the opportunities and challenges of eCRM practices in banking industry. This study focuses on the ability of online space, as a channel to serve as an interface between organization and consumer and aid the organization in achieving its CRM goals. Lastly, the study reveals that there is wide opportunity to utilise the eCRM practices for a better competitive advantage