Today’s customer maintains accounts in not less than 3–4 banks and if a survey is conducted on the usage and turnover in those accounts, I am sure, it would reveal a distinct positive bias towards technology facilitation. I would therefore, sum up by stating that effective CRM systems are the natural offshoot of CBS and banks now need to focus in this arena.
(2020b), “COVID-19 and monetary policy: Reinforcing prevailing challenges”, speech at The Bank of Finland Monetary Policy webinar: New Challenges to Monetary Policy Strategies, 24 November. 3. Stansbury, A. and Summers, L. (2020), “The End of the Golden Age of Central Banking? Secular stagnation is about more than the zero lower bound”, unpublished manuscript; Schnabel, I. (2020b), ibid. ; McKay, A. and Wieland, J.