A Study on CONSUMER PREFERENCE IN E-CRM SERVICES AND SOLUTION DEVELOPMENT FOR CONSUMER DURABLES IN RETAIL SECTOR WITH SPECIAL REFERENCE TO BANGALORE URBANâ€
Dr. J. Gajendra Naidu
MBA, M.COM.,LL.M.,MHRM., Ph.D Faculty of Commerce & Business Administration Gaborone University College Gaborone: Botswana
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After Liberalization, Privatization and Globalization era, retailing in India is getting more attraction like never before. In service industry, especially retailing sector growth is very rapid and moving steep upward trend. Retail sector contributes more than 50% of GDP and its annual growth is estimated 8.9% in current years This establishes the needs for and the importance of customer satisfaction. The satisfaction of consumers is different from one to another. Became, each consumer has the different behavior in their life. So, the marketer satisfy the consumer, he must very well know the behavior of consumer. In todays world, customers interact with an organization via multiple communication channels the World Wide Web, call centres, field salespeople, dealers and partner networks. Many organizations also have multiple lines of business that interact with the same customers Bangalore is 5th largest and 2nd fastest growing city in India. It has become the IT hub of India. It is the capital of the Indian state of Karnataka. It has located on the Deccan Plateau in the south-eastern part of Karnataka; Bangalore is India's third most populous city and fifth-most populous urban agglomeration. It is among the top 10 preferred entrepreneurial locations in the world. This study was chosen in Bangalore because number of organized retailing shops is available
Keywords: E-CRM Services; Consumer Satisfaction; Consumer Satisfaction
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