Customer Relationship Management (CRM) in Banking Sector in Albania

Abstract

The aim of this paper is to examine the Customer Relationship Management as a new methodology looks forward to identify and attract consumers through the process of developing relationships (business - customer). The methodology of the CRM aims to maintain customer satisfaction and increase consumer loyalty. The purpose of this paper is to know the basic capabilities of CRM systems and in-depth knowledge of methods and management techniques customer relationships. This paper will examine the methods and techniques of customer relationship management and display functionalities customer relationship management-implemented in banks.