Any business firms success is fundamentally based upon the satisfaction of the needs of the customers. The business strategy of a company needs to be customer centric. CRM is the business strategy which puts the customer in the nucleus of business. Of late, RELATIONSHIP MANAGEMENT is the order of the day in banking industry and customers never had it before. In a savings-driven economy like ours, banks have finally come of age and the emphasis is now on making the customer feel that he is the king. This book mainly emphasises the strategies on improving the relationship with the customers and...