The 2nd Generation of CRM

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Executive Summary

Although the history of CRM in banking is dotted with failures, there are a few pioneering banks that succeeded in creating successful CRM programs, such as, Royal Bank of Canada, National Australia Bank, Lloyds TSB and US Bank. These examples only serve to highlight the need to create an enriching confluence of people, process and technology. This knowledge is now permeating down the rest of the industry. Buoyed by developments in technology that has made CRM deployment much simpler than before, banks are all set to ride the second wave of CRM.

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