CUSTOMER RELATIONSHIP MANAGEMENT IN BANKING

Baberia Helen

Cherkassy Banking InstituteUniversity of BankingNational Bank of Ukraine

DEFINITION In banking sector, relationship management

could be defined as having deeper knowledge about the customer, acting upon it and being ensure that the customers get what they wish from bank service provider and understand when they are not satisfied and might leave the bank and visit competitor.

PECULIARITIESTo keep regular relationship with customers lots of services are required:

establishing customer care support during on and off official hours;

making timely information about interest payments, time deposits;

issuing credit and debit ATM cards;

creating awareness regarding online, mobile and e-banking etc.

SUMMARY

•CRM in banking sector is still in evolutionary stage.

•It’s time for taking ideas from customers to enrich bank services and to move from bank- oriented activities to client-oriented ones.

THANKS FOR YOUR ATTENTION!