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Enhancing CRM Practises in Banks Through Information Technology

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Introduction: Businesses today are customer driven. Customer is supreme in today’s era. Any organization in order to sustain for long term should continuously work towards the satisfaction of its customers. Like every other industry the financial services sector is also witnessing a plethora of changes. Facing umpteen challenges, the industry despite its phenomenal growth, has witnessed a slump in some areas. The main reason for changes are vast competition, increased costs, and decreased efficiency, inadequate client relationships and poor sales processes. Something vital is needed to cut through the waves and make the sector boom. Organizations need to basically better their relations with their customers in an effort to sustain them. Banking industry has gone through many changes, privatization to nationalization and back to privatization with International players on the one hand accepting deposits and giving advances to expanding services to wide variety of products.

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