Effects Of Customer Relationship Management Practices On Bank's Profitability: The Case Of Bank
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Effects Of Customer Relationship Management Practices On Bank's Profitability: The Case Of Bank Of Abyssinia, Ethiopia
Business people started using the term Customer Relationship Management (CRM) since 20th century when the concept of marketing changed from transactional to relational. Nowadays CRM has the potential for achieving success and growth for organizations in the environment of stiff competition and rapid technological development. CRM enables organizations especially to commercial banks to understand customers and to create sustainable and long lasting relationship with them. The purpose of this study was to investigate the effect of Customer Relationship Management practices on bank’s profitability at Bank of Abyssinia (BOA). Specifically, the study looks forward to meet the following specifiDownloadViews: 129

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