Vol. 7, Issue 2, Part F (2021)

The active participation of all the managers and employees plays a vital role in the customer relationship management process. In the field of banking, the relation of banks and customers are unique. For getting any successful marketing strategy, customers plays a vital role.

Customer Relationship Management helps to satisfy the needs of the customers without time consuming. Customer’s databases can be made very easily with the help of CRM. Customer Relationship Management is also involved to create the awareness in customers and makes the relationship more suitable. It is very difficult to understand the customers need as banks can tell better about this. Banks started giving more care to customers than ever before.

Customer’s experiences with the services & employees made the image of the bank in the minds of the customers which made the perception of the bank. It is believed that it is easier to connect with existing customers more comfortably than new customers and it is also cost effective.

CRM is the most suitable & beneficial approach to make the relationship more stronger with the customers. It is not about business but CRM also creates the personal bonding with the customers.