Further, the banks lacked in possessing business and IT plans to leverage technology for increasing business and profits. Last but not the least, banks have not used information for MIS and Decision Support systems. Complex role of the Indian banker - manage financial inclusion and CRM The role of the Indian banker is very challenging.
At one end of his spectrum lies the demand to achieve financial inclusion as nearly 50% of the country’s population is yet to be covered under the formal system of banking and at the other end lies the task to fulfill the needs of the existing customer.