The Impact of Customer Relationship Management on Banking Industry; An Empirical Study in Bhubaneswar Market

The new banking system has become completelytechnology driven and easy facilitating to the customer. During the last decade banking activities in India, has been dramatically transforming in to the technology driven system towards the customer. Driving challenges, towards increasing customer expectation, and reduction limitations, banks are using technology to reduce cost and time. For bank customer satisfaction and retention are more important. The CRM would also make the Indian bankers to understand that the purpose of their business to create a customer and keep binding them in entire business process as highly integrated effort to satisfy customer needs. This empirical study is based on effectiveness of CRM in relation to customer pleasure and customer maintenance and quality of service in banking sector.