CUSTOMER RELATIONSHIP MANAGEMENT JOURNEY REDEFINED –TECHNOLOGY DRIVEN BANKING

Modern technology is fast replacing paper with computer files, bank tellers with automated teller machines (ATMs) and file cabinets with server racks, Banks have come a long way from the old days of manually recording transactions in registers and tallying them up at the end of the day till late nights.Bank branches, the edge between banks and customers, have also changed significantly from being operations-centric to servicing clients. Technology is not only making banking easy for the customers, it has also permitted banks to develop their businesses faster and bring down costs. Customer Relationship Management enlightens the banks to redefine their all round Customer Relation Stategies.They are now using it as a guide for overall improvement. CRM provides a competitive advantage with the help of technology.Even though CRM strategies are obsessed with connecting ,delighting and understanding customers to serve them better. Through this research article the researcher has tried to find answers to a set of questions.The views and opinions of the experts are also incorporated to reach to the conclusion as an answer to specific questions, the researcher has tried to explain the answers keeping in view the facts and other relevant factors relating to banking industry of our country.