The article tried to develop a multi-item scale for analyzing CRM effectiveness (CRME) from thecustomerperspective in the Indianstockbrokingcontext.Theresults revealed thatcustomer satisfactioncouldbeimprovedthroughtobuildcustomertrustandcustomerinvolvementsubstantially byfocusingontheCRMsystemwhichfurtherinfluencescustomerretentionandultimately,customer loyaltywithinstockbrokingservices.Thefindingsof thearticlewillhelpstockbrokersand their managersforatacticaldecisionmakingofCRMsystemimplementationandpracticesforcustomer perspective.DespitethehugeinvestmentinCRMsystemsbythestockbrokers,criticshaveremained unconvincedabouttheeffectivenessofCRMformeetingdesiredbusinessoutcomes.Thereason beingthatbrokingfirmsoftenperceiveCRMsystemsasaspecifictechnologysolutionratherthan integratingcustomerneedswiththefirm’sstrategy,peopleandbusinessprocesswhichgenerates aparallelneedtodevelopascaletomeasuresCRMeffectivenessinIndianstockbrokingservices fromthecustomerperspective.

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衡量印度股票经纪服务中的CRM有效性

这篇文章试图开发一个多项目量表，以从印度库存经纪环境中的客户角度分析CRM有效性（CRME）。结果表明，通过专注于CRM系统，可以通过建立客户信任和实质性的客户参与来提高客户满意度。进一步影响客户保留并最终在股票经纪服务中保持客户忠诚度。本文的发现将有助于股票经纪及其经纪人CRM系统实施的战术决策和从客户角度出发的实践。尽管有股票经纪人，批评家在CRM系统中进行了大量投资对于满足期望的业务成果的CRM的有效性，仍然持怀疑态度。原因是经纪人通常将CRM系统视为一种特定的技术解决方案，而不是将客户需求与公司的战略，人员整合在一起和业务流程，这需要从客户的角度出发，以规模发展印度的股票经纪服务中衡量CRM有效性的规模。 。