• AWDHESH KUMAR YADAV
• Ms. A. SANTOSH KUMARI

In the modern 21st century we cannot think about a world without banks. They have rightly been called the lifelines of a country’s economy. A country’s financial strength and attractiveness to investors is measured by the health of its banking sector. They provide us with the essential component of security, saving and legality of our hard earned money. The advent of technology has further hardened our belief of banks and lead to the success of this institution. This has lead the propping of a large number of banks with little or very little success. As the customer has been exposed to a globalized world he as come to know about the services being offered in this sector. Due to this exposure and availability of variety, the customer has the power of choice. So every bank wants to attract new customer in addition to retaining his already existing ones. . There is a tough competition by banks to achieve this. And this is being achieved by the powerful tool of CUSTOMER RELATIONSHIP MANAGEMENT. CRM is modern idea of customer before everything else. In contrast to the earlier held beliefs of production, assembly line etc. This customer relation management is being applied in all sectors and banking is the foremost one. We in this study will try to understand this idea of how customer relationship management is critical and a deciding factor for the success of every bank. We will also try to study how customer relationship management has taken precedence over other factors. And finally how in this world of small margins of profits customer relationship management has helped banks wade of their competition and survive this onslaught.

EVALUATION OF CUSTOMER RELATIONSHIP MANAGEMENT IN R.B.B. BANK LTD, NEPAL.

"EVALUATION OF CUSTOMER RELATIONSHIP MANAGEMENT IN R.B.B. BANK LTD, NEPAL.", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.6, Issue 5, page no.276-282, May-2019, Available :http://www.jetir.org/papers/JETIR1905C40.pdf

"EVALUATION OF CUSTOMER RELATIONSHIP MANAGEMENT IN R.B.B. BANK LTD, NEPAL.", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.6, Issue 5, page no. pp276-282, May-2019, Available at : http://www.jetir.org/papers/JETIR1905C40.pdf