Customer relationship management in banking sector

One of the most major concerns of the last decades in business life is, to shift from a product oriented to a customer oriented. Customer Relationship Management (CRM) has become a top priority for companies who are seeking to gain competetive advantage in today's hard economic conditions. Customer relationship management is a business stragety that aims to understand, anticipate and manage the needs of an organization's current and potential customers. CRM is a strategic process, organizational and technological change whereby a company seeks to better manage its own enterprise arounds customer behaviour. Nowadays under this hard economic condition and in a challenging world of competition, banks should understand of what their customers' want, how and when they want it. With understanding, banks can make informed decisions to drive strategy, attract and retain the most profitable customers, expand customers relationships with the bank, and increase customers' lifetime value. The aim of this thesis is; to analyze the implementation of CRM strategies in Banking sector in the light of existing knowledge and analyzing the sample of implementations of CRM in banking sector. The methods that were used in this thesis are as follows; - Using the existing knowledge to prepare the scheme of evolution and analyzing of CRM implementation in banking field -Ordering the information gathering -Analyzing sample of banks which have been implemented CRM strategies -Evaluate interviews with banks.