• Kirti S Bidnur

The term CRM originated in early 1970s when the business organizations had got a clear idea in their mind that it would be advisable to become ‘customer friendly’ rather that ‘product friendly’. Origination of CRM was because of this new ideology. CRM is the acronym of Customer Relationship Management. It refers to strategies , policies , plans and technologies that organizations use to manage current and future prospective customers by establishing efficient interaction with them. This activity requires easy efforts on the part of companies if they can manage it well. CRM helps in retaining customers which in turn leads to success of the company. Customer satisfaction is one of the prime objective of any firm which ultimately leads to brand loyalty, enhancing goodwill, increasing sales and mitigating client turnover . CRM often makes use of its other subsidiary systems such as data warehousing , data mining and uses E-commerce which allows companies to assess information about customers buying history, preferences, complaints and other data so they can have a better understanding of what customers want.

CRM,banks,Khopoli

" CRM in banking :With reference to selected nationalized banks in Khopoli city", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 1, page no.172-173, January-2019, Available :http://www.jetir.org/papers/JETIR1901726.pdf

" CRM in banking :With reference to selected nationalized banks in Khopoli city", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 1, page no. pp172-173, January-2019, Available at : http://www.jetir.org/papers/JETIR1901726.pdf