Role of information technologies on providing customer orientation in customer relationship management

The concentration of technology-focused approaches within the discipline ofcustomer relationship management as of 1980s has been a wide-spreadphenomenon due to the expansion of financial globalization. Theinterchanging structure of economic and financial relations widening swiftlyboost more efficiency to be supplied so as to bring problems tocontemporary problems. This boosting effort also supported thedevelopment of customer relationship management-oriented services. Theeconomies that develop parallel to these conditions in global terms and inline with the rise of individual welfare, the individual services supplied atbanks, which are among the most fundamental institutions of the worldeconomic system, and methods relying on technology, as well as thereflection of these methods onto customer-focused problem solving are allessential for everyday life from the perspectives of banking and finance. Thisthesis analyzes individual banking services and the position of theseservices according to customer satisfaction as well as the essence of thematter for organizations? competition strategy. Customer relationshipmanagement, technology oriented-customer relationship management andcustomer-focus are all analyzed in this thesis. The study also includes asurvey on X Bank in Ankara.