The Saudi Investment Bank extended its services to the retail banking sector but its expansion was held back by manual processes that undermined its activities. Improved customer service and customer experience, increased customer retention and customer acquisition, and improved sales and marketing and direct contribution to SAIB revenues and profit. The bank implemented Microsoft Dynamics CRM, an operational CRM technology that dovetails with Dynamics CRM. The results have been startling with all indices of success climbing. Most telling its market share has grown dramatically.