Relationship Marketing Strategies in Banking Sector: A Review

International Journal of BRIC Business Research (IJBBR) Volume 4, Number 4, November 2015
DOI :10.14810/ijbbr.2015.4401 1
RELATIONSHIP MARKETING STRATEGIES IN
BANKING SECTOR: A REVIEW
Rupali Madan1
, Rachna Agrawal2
and Mitu G Matta3
1
Assitant Prof.YMCAUniversity of Science and Technology,Faridabad, India
2
Associate Prof.YMCA University of Science and Technology, Faridabad, India
3
Associate Prof.Lingaya’s University, Faridabad, India
ABSTRACT
The paper is review of relationship marketing strategies prevalent in Banking Sector. In this era of mature
and intense competitive pressures, it is imperativethat banks maintain a loyal customer base. Nowadays,
banks realize the importance ofRelationship Marketing. Relationship marketing offers benefits to the banks,
customers as wellas employees of the organization. Relationship Marketing gives the banks way to
developmutually beneficial and valuable long term relationships. These long term relationships arefurther
helping banks in reducing operating cost and attracting new customers.
Keywords
Relationship marketing, Relationship Marketing strategiess, Customer Relationship Management, Loyal
customers
1.INTRODUCTION
Relationship Marketing
A typical definition [Greenrooms, 1994] is as follows: “Relationship Marketing is to establish,
maintain and enhance relationships with customers and other partners at a profit, so that the
objectives of the parties involved are met. This is achieved by a mutual exchange and fulfilment
of promises‟. Customer satisfaction is important because satisfied customers are less likely to
switch to a competitor (Kotler, 2001). According to Grönroos (1996), relationship marketing is
the process of identifying and establishing, maintaining, enhancing and when necessary
terminating relationships with customers and the other stakeholders, at a profit so that the
objectives of all parties involved are met where this is done by a „mutual exchange and fulfilment
of promises‟. Besides Gronroos’sdefinition, there exists “a plethora” of definitions of relationship
marketing and O’Malley 2003) considers that the choice between definitions is often a matter of
convenience or researcher’s orientation. As a result, relationship marketing was developed on the
basis that customers vary in their needs, preferences, buying behavior and price sensitivity.
Besides, relationship marketing also helps to increase market share, profitability and reduce cost.
Many studies have shown that it can cost anywhere from four to ten times as much to acquire a
new profitable customer as it does to maintain repeat buyers (Reichheld, 1993). These statistics

2
are one of the driving forces behind the move to relationship marketing, which focuses its
emphasis on customer retention rather than attraction.
Relationship Marketing Strategies in Banking Sector
Relationship marketing can make a huge difference case of banking sector. Clients want more
than to loan money or make use of their savings. They want a personalized long term relation
with the bank, built upon trust. This means they want more than just a name in a database.
Similarly, packages of service and products represent just a quantitative response to clients’
demands and do not constitute a source of trust or premises for loyalty. At their best, they can
offer the cost reduction satisfaction. Banks must have extended database with specific financial
needs which haveroom for customization, focusing more on gaining the clients’ trust, during win-
win long-term relations. The desired difference comes from trust and satisfaction. In fact,
relationship marketing has become a necessity, rather than a practice of huge potential. Today we
speak of relationship building strategies focused on clients and their real needs, run through
economic, behavioral, emotional, and moral filters. . Clients’ satisfaction during the entire life
cycle is a main ground for their retention and future loyalty.
The increasing usage of technology allows a strong development of information and computer
based information systems, used to assist decision-making processes and client relationship
management.
CBS (Core Banking System) has increased the efficiency. It has made the work also easy and
transparent.It integrates all the data, customer profiles and clients’ feedback.
Computer based information system such a CRM can improve the information flow and decision
processes between various departments of the bank.
Self Service based Technologies like ATM, mobile banking and internet banking are important
relationship marketing tools. These banking are easy to use, cost reducing and time saving.
Concept of relationship managers and Customer Grievance Management are helpful in increasing
customer loyalty.
If bank wishes the customers on the birthday and anniversary, it gives a personal touch.
By using the multichannel approach, it becomes easy to approach a customer. Moreover, use of
instant messages, emails, and short messaging system makes the communication transparent and
accessible.
2. LITERATURE REVIEW
Mark G Durkin & Barry Howcroft (2008) explored the perception of senior bankers in UK,
Sweden and USA with regard to internet as relationship marketing tool. There was agreement that
internet had key role in relationship management but there was less agreement about rate of
customer adoption and extend to which it is influenced by bank strategies.

3
IftikharHussain, MazharHussain, ShahidHussain and M.A. Sajid (2009) researched in
selected banks of Pakistan. The study explored and analyzed the strategic implementation of
CRM in selected banks of Pakistan, identified the benefits as well as the success and failures
factors of the implementation and develops a better understanding of CRM impact on banking
competitiveness as well as provided a greater understanding of what constitutes good CRM
practices. It was found that CRM still needed to be active agenda in Pakistan.
Kallol Das, JiteshParmar& Vijay Kumar Sadanand (2009) explored the association between
CRM practices and customer loyalty. The study comprises two parts. The first part called the
CRM best practices survey. The second part viz. case study research involves the use of
embedded customer loyalty survey. The results of literal and theoretical replication done by using
pattern matching technique indicates no strong association between deployment of CRM best
practices in scheduled commercial banks and loyalty levels of both high and medium relationship
value retail customers. The results also imply that going for CRM deployment may not be a
profitable strategy for retail banks, particularly in the Indian context.
R.K. Uppal (2009) compared the customer service regarding time public sector, private sector
and foreign banks in Amritsar (Punjab). It was found that there is significant difference among
three groups. E banks were found to be more efficient regard to time factor. This was found to be
very important factor in shifting of customers in e-banks.
S.S. Hugar and Nancy H. Vaz, D'Costa, (2009) declared that India is on the threshold of a stark
global competition, especially so for the banking sector with the likelihood of the economy
opened for global banks soon. The Indian public sector banks, which have come face-to-face with
competition just since last decade, are found wanting both with regard to performance as well as
their customer orientation. The CRM practices of the banks can help them in retention of their
existing customers in the competitive market.
Edwin Theronand Nic S. Terblanche (2009) studied Dimensions of relationship marketing in
business-to-business financial services. The Analytic Hierarchical Process (AHP) method was
used to identify the most important dimensions. An initial pool of 23 dimensions of RM was
identified in the marketing literature, and this pool of dimensions was reduced to 10 after the
empirical study. The study found that particular dimensions are more important than others when
relationships are established, and that trust, commitment, satisfaction and communication are the
most important dimensions. Further dimensions identified as important in the B2B financial
services industry are competence, relationship benefits, bonding, customization, attractiveness of
alternatives and shared values. The findings were valuable for the continual management of
marketing relationships with customers.
ShailendraDasari&RupaGunaseelan(2011) traced the re-emergence of relationship marketing.
It explored the pros and cons of several theories and models elucidating this phenomenon and
updates the readers with the literature that has surfaced in the last 20-25 years across the
continents on the subject based on the research conducted Apr-Aug 2011.
V.K. Shruthi&Dr. T.R. Devaraja (2011) analysed the nature of CRM and understood the CRM
practices of software services firms. They found out that CRM practices of software service firms
are more structured and organized. These companies do adopt formalized and intensified

4
practices of account management to grow the account. From the point of view of Indian software
services firms, CRM is a strategic tool which can be used to understand and profitably manage
the customer relations.
RujirutanaMandhachitara and YaowalakPoolthong (2011) developed a model of customer
loyalty and corporate social responsibility. He examined the roles of corporate social
responsibility (a non service-related concept) and perceived service quality (a service-related
concept) in determining the attitudinal and behavioral loyalty of customers in the retail banking
sector in Bangkok, Thailand. The study was quantitative in nature using the responses of 275
bank customers who answered a survey questionnaire. Data analysis was performed using partial
least squares (PLS), a variance-based structural equation modeling method. The results of the
study demonstrated that corporate social responsibility (CSR) has a significantly strong and
positive association with attitudinal loyalty. Perceived service quality mediated the relationship
between CSR and repeat patronage intentions (behavioral loyalty). Direct effects were reported
between perceived service quality and both attitudinal and behavioral loyalty. A positive
relationship between attitudinal and behavioral loyalty was demonstrated. He demonstrated an
empirical operationalization of CSR initiatives measured from the customers’ point of view, and
from which banks could learn for corporate strategy development.
ParvizHajizadeh, Mehdi Rouholamini, AzraHajizadeh, (2011) invented that the CRM
practices contribute to a significant lowering of the transaction costs and also to a reduction of the
marketing communication asymmetries. Basically, CRM is an accelerator, which facilitates
establishment and maintenance of mutually beneficial relationship between banks and customers.
CRM applications, or e-CRM applications, are hardware and software solutions that utilize
various marketing and communication strategies and resources to meet business, public
administration, social and other needs. The relationship between banking and CRM practices is
such that nowadays it is almost impossible to think of the former without the latter.
G. Peevers, G. Douglas, D. Marshall, M.A. Jack, (2011) evaluated that the transaction
confirmation is shown to be important to customers – whether by an SMS message or within the
IVR telephone call itself. Customers judged the role of SMS for CRM as highly desirable after
monetary transactions; they prefer the version of the IVR banking service that provides (out-of-
band). SMS confirmation compared to one that does not – and they judged it significantly higher
for quality. As a consequence, the tools and facilities developed are useful in implementation of
CRM strategy by the banks.
Purnima S. Sangle, PreetyAwasthi, (2011) revealed that perceived utility value is regarded as
the most important factor for mobile CRM services. The other factors which emerged were ease
of use, context, compatibility, cost, risk, and personal innovativeness.
Abdul Alem Mohammed &Basri bin Rashid S analyzed therelationship between CRM
dimensions and hotel performance. To provide a value conceptual model that explains the
theoretical linkages existing between CRM dimensions and hotel performance. This study serves
not only to clarify the relationship between CRM dimensions and hotel performance, but also to
explain the mediation role of marketing capabilities in this relationship. The study has provided a
theoretical model to show the firm relationship between CRM dimensions, marketing capabilities
and hotel performance. It contributes enormously to the body of knowledge, as it provides a

5
comprehensive framework that is used for explaining the impact of the CRM four dimensions on
hotel performance.
Joseph Vella, Albert Caruana, Leyland F. Pitt, (2012) resulted that the human behavior plays
an important role in adoption of CRM strategy as the CRM is relationship between the employees
and the customers and both are carrying human characteristics. The attitude of both employees
and customers is responsible for the success or failure of the CRM strategy.
Dr. Shirmila Stanley (2012) identified the new perspectives in the banking sector with the
introduction of CRM. The remedies suggested by her are that banks should adopt customer
relationship building approaches to improve Customer Life Time value (CLV) and Customer
Delight thereby resulting in a long term relationship. This paper is an attempt to observe factors
essential for effective CRM in banking sector.
DuyguKocoglu&SevcanKirmaci studiedto determine the importance attached by ZiraatBankası
(a state owned bank in Turkey) to customer relationships and to reveal the effect on customer
loyalty of its importance to customer relationships. Their research results show that not only
collecting data about the customers but also giving information to them arouses customer loyalty,
arousing in him the sense that he is valued. The customer report that they are not kept waiting for
long. The fact that banking procedures are fast and customers are not kept waiting much are
rather important for customer loyalty. The personnel’s knowledge of banking and mastery of the
subject accelerate the speed of the service given, so any attempt to train the personnel is
necessary for customer loyalty.
Adolphus Y. Y. Wan and Ken T. L. Ng studied the significance of guanxi in terms of its
importance and applicability to foreign banks in China (“CFBs”).Data was collected through
semi-structured interviews of ten marketing executives (“Relationship Managers”), representing
ten samples from ten CFBs based in Shanghai. Non-probability and purposive sampling
techniques were applied. The research problem focused on how important guanxi is in
relationship marketing (“RM”) activities of CFBs. The findings confirmed, either fully or
partially, the research propositions. Such confirmations, coupled with certain theoretical and
practical implications, have led to development of a platform/foundation for further research.
Tareq N. Hasheminvestigated the impact of customer relationship marketing (CRM) on
customers satisfaction for the banking industry in Jordan. The study population included
customers of the banking industry in Jordan, who live in the capital governorate. A Survey
method was used through using a self-administrated questionnaire that was distributed over a
convenience sample amounting (500) customers. (391) questionnaires have been returned back,
and used for proper statistical analysis, this number represented (78.2%) of the total sample. The
study results indicated that that there an impact of using CRM on customers satisfaction for the
banking industry in Jordan. Also the study results indicated that customers are aware of customer
relationship marketing strategies used by banking industry in Jordan. Also fulfill Promises has the
highest impact on costumers' satisfaction, then Empathy, then Commitment and finally
Communications. It was also found that the impact of customer relationship marketing (CRM) on
costumers satisfaction differs according to Gender, Age, educational level and income.

6
Mihir Dash &VineethaRajshekhar (2012)analysed the customer perceptions of relationship
marketing in public & private sector banks in India. They further explored various barriers to the
implementation of Relationship Marketing in Indian Banking Sector. It was observed that
Relationship Marketing in both public sector and private sector banks has to go a long way to go
to become effective. There was found to be a significant gap between expectations and
perceptions in the Bonding, Communication, and Conflict-handling aspects of Relationship
Marketing. Further, Communication and Conflict-handling aspects were found to be significant
drivers of overall Customer Satisfaction.
Sanjay Kanti Das (Sept 2012) reviewed the literature on the use of CRM in the banking sector.
They studied the comparative perception of SBI customers with other nationalized banks
customers in the issue of CRM practices. It is observed that the approach of CRM by SBI and
other nationalized are to some extent the same, but their reach is quiet distinguishable. It is due to
the profile, their capability and the strategy of CRM in making it and reaching down to
customers. On the contrary, it can also be asserted that the background of both banks also found
as a big cause for reaching the top CRM. Hence, concluded that CRM is an inevitable tool of
marketing that can be considered as Critical Responsibility of Market with regard to Banks in
present context.0
R.Venkatesh (2013) examined the long term effects of present day relationship marketing by
analyzing various customer friendly programmes that companies dish out and the reactions of the
customers to these relationship building programs in last six years. They concluded that the
organizations will have to come out long term strategies to keep their regulars for a long time.
Otherwise, all these contemporary marketing schemes would remain temporary. As of now, the
contemporariness in having long term relations seems to be in maintaining great quality and
catering to different generations (their habits, interest and wants) of regular customers.
Catalina Chirica (2013) highlighted best practice in relationship marketing because of adjusted
companies’ strategies in a turbulent, unstable, and dynamic economic environment. He analyzed
that by best practice, we understand specific marketing tools and strategies built upon real needs
and heterogeneous consumer preferences, addressed directly in a relevant way, aiming at clients’
long-term retention. We should also take into consideration the highly competitive market, with
rapid changes in purchase and consumption behavior, while the ever increasing degree of
technology changes fundamentally not only the speed, but also the information content. Since
past years we can talk about consumer behavior analysis based on multiple criteria, including the
emotional or moral components, consumers’ expectations, and life style, as understanding such
variables is the main pillar of relationship marketing. The main objectives rely upon building
long-term relations, client retention, and loyalty. As part of marketing efforts, the communication
component has an increasingly important role, approaching niches with tailored messages,
inviting clients to open dialogue. Economic changes, extensive use of technology, migration
towards online and optimization of communication channels opened the doors for digital era,
when relationship marketing and client relationship management (CRM) represent not a merely
working premise, but an essential ground. Best practice in relationship marketing proves that this
cannot be applied in any way and at any time, as this paper highlights the main components of
building and implementing such a system.

7
Dr. NarinderKaur (2013) studied the concept of Trust and its impact on customer relationship
marketing in banking sector in India in post liberalization era. The research methodology was
based on the empirical data collected from Public Sector Banks, Private Sector Banks and foreign
Sector banks in India for the study. The study had shown that the trustis very strong in Foreign
Sector Banks (FSB). This has been developed because of their consistent delivery of quality
service. Where as in Private Sector Banks (PVTSB) the quality of service is also improving but
the cost of delivering the services are far more as compared to the actual service. Public Sector
Banks (PBSB) stood nowhere in trust because of poor delivery of quality service.
Isabelle Brun, Fabien Durif, Line Rihard (2014) explored the e relationship marketing and
identified the elements that are predominant to ensure the success through internet. The
exploratory Cognitive mapping technique was employed on the three types of respondents
banking experts, online customers and academic experts. Authors found the similarity of
traditional relationship marketing and e relationship marketing.
Chistine T Ennew, Martin R Binks, Brian Chiplin (2015) examined the customer satisfaction
and retention in UK banks and small business where key strategy is building and maintaining
loyal database. He developed the preliminary model. Discriminant Analysis was used.
Dr. MadhuJasola, ShivaniKapoor, underlined the significance of CRM in Indian Banking
Sector.Customer Relationship Management has emerged as a popular business strategy in today’s
competitive environment. It is a discipline which enables the companies to identify and target
their most profitable customers. CRM involves new and advance marketing strategies which not
only retain the existing customers but also acquire new customers. It has been invented as a
unique technique capable of remarkable changes in total output of companies. While the concept
of relationship marketing was formally introduced in early 90s when financial services, airlines
and other service institutions stated to ‘reward to retain’ the existing customers by introducing
loyalty programs, CRM is only a product of the late nineties. The purpose of this paper is to find
the differences in an organization’s services employing CRM vis a vis others, as perceived by the
customer. It also tries to find out the relationship between perception and satisfaction,
commitment and loyalty.
3. CONCLUSION AND DISCUSSION
In the current scenario, the importance of Relationship Marketing is increasing day by day.Banks
need to maintain relations with the loyal customers. Moreover, customers have todaybecome
more knowledgeable, sophisticated and assertive, with an increasing demand forcustomized and
innovative products and services. Customers are no longer interested in buyingoff the shelf
solutions, but require remedies that fit their business models and plans. It istherefore crucial for
banks to have strong relationships with their evolving customers, inorder to ensure they are at the
right place at the right time.In order to obtain and create the benefits, Relationship Marketing
needs to be managed correctlyin order to maintain, enhance and develop a long-term relationships
between businesses andcustomers. It is believed that trust, commitment and bonds hold important
roles in building up astrong relationship that create both social and economic benefits mentioned
above for both bankand customers.

8
Many research studies have been done in the various countries regarding this relationship
marketing concept. Few studies have been done in India. In 2009, it was examined that CRM
practices are being gradually practiced in the three sample banks of Pakistan. In the study done by
Kallol Das, CRM practices were explored. This study was conducted in Surat City. No strong
association between customer loyalty and CRM practices was found in 2009. Deployment of
CRM practices was not found to be profitable strategy. It is expected to have strong association
between customer satisfaction and relationship marketing strategies in NCR in current scenario.
Strategies for relationship marketing in Indian Banking sector can be explored and their impact
on customer satisfaction can be studied.
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AUTHORS
RupaliMadan is working as assistant prof. in YMCA University of Science &
Technology (a state university) since 2008. She has been teaching management
subjects to the graduate since 2006. She is pursuing Ph.d in area of Relationship
Marketing in Banking Sector.She has published the papers in national and
international journals.
Dr. RachnaAgrawal is associate prof. in YMCA University of Science and Technology,
Faridabad. She is having 13 years teaching & research experience. She has done her
research in International finance. Many paper in National and international journals have
been deposited in her account.
Dr. Mitu G Matta is associate prof. in Lingaya’s University, Faridabad. She has 13 years
acadamicexperience. At the research front, she has 15+ research publications in
International and national journals of repute in her credit.

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