The Contribution of Contemporary Customers Relationship Management System on Banking Performance: A Case of PBZ Bank Ltd

Shaaban, Mtumwa Said (2017) The Contribution of Contemporary Customers Relationship Management System on Banking Performance: A Case of PBZ Bank Ltd. Masters thesis, The Open University of Tanzania.

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Abstract

Customer relationship management is the practices, strategies and technologies that companies use to manage and to analyse customer interactions and data throughout the customer lifecycle, with the goal of improving business relationship with customers, assisting in customer retention and driving sales growth. CRM system are designed to compile information on customer across different channels between customer and company which includes ATMs, Mobile Banking and Internet banking.Today with more competitiveness of industries, markets, and working atmosphere in productive and service organizations what is very important for maintaining clients present, for attracting new clients and as a result increasing growth of success in organizations is having a suitable relation with clients. Bank is among organizations which are not an exception. Especially, at the moment according to increasing rate of banks` privatization, it can be argued that significance of attracting clients for banks is more than every time. Also due to modern equipment, tools and systems used in banking industries the bank should ensure used a modern CRM system so as retain their customer.For this issue we evaluate how bank improve performances due to uses of modern systems and equipment.There is no study conducted so far associated with this problem to investigate the actual contribution of modern CRMS therefore the researcher could be intends to carry this study to investigate the Contribution of customer relationship management systems on banking performance.

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