In order to strengthen the delivery channel, banks need a comprehensive Customer Relationship Management (CRM) solution which would enable them to access the entire customer details and provide a unified view across channels and products to enhance service quality. For CRM to function well, we need to develop IT governance structure, which can provide effective control on the existing IT infrastructure created by banks.
This would ultimately result in enabling better alignment between IT and Business, create efficiencies, enhance conformity to internationally accepted best practices and improve overall IT performance of banks. An important aspect of IT governance is the need to address enhanced security concerns associated with technology. We need to ensure that information and technology are integrated.