ABSTRACT
The study examines customer relationship and organizational performance. The main objective of the study is to examine the relationship between customer relationship management and organizational performance, the specific objectives are to examine the relationship between sales force automation and organizational performance, to examine the relationship between customer service and organizational performance, to examine the relationship between customer orientation and organizational performance. The population of the study was made up of one hundred (100) respondents selected from Firs Bank, Union Bank and Guaranteed Trust Bank. The Taro Yemen’s formulae were used to determine the sample size of 80. Finding revealed that customer relationship management has positive significant impact on organizational performance. Based on the finding of the study, summary, conclusion, and recommendation was made that managers should notice different processes and activities of CRM in banks, Bank management should understand who is the valuable potential customer, what kind of service and product they need, why the customer connects to competitors, how they can retain losing customers and how they can attract valuable customer to increase their performance.
Complete material cost #3000