I would say that technology has to make the solution, not the other way round. Secondly, it is important CRM does not solve all the problems a bank has, so first it may be necessary to analyse the problems, and the possible impact of CRM, then prioritise. Third, banks need to understand that they need to make a beginning.
It may be a small start but it is important to start. They can learn and improve later. Fourthly, Business Process Re-engineering (BPR) of processes would be required before implementing the CRM. Fifth, there is a need to change the mindset of employees. 15.