Impact Of Customer Relationship Management On Banks ( Case Study: Zenith Bank Gwagwalada) Eugene Project

ABSTRACTThis research work aims at examining the applications of Customer Relationship Management (CRM) by commercial banks in Nigeria, for improved customers’ satisfaction and consequent bank growth. The method employed here involved the survey causal research design as the procedure aims at identifying the variables of the study and their relationships with one another. Also, both primary and secondary sources of data were utilized with more emphasis on secondary data. The study results indicated a strong positive relationship between banks’ performance and CRM programme implementation; it w…