Challenges and Proposed Solution Towards the Legacy Customer Relationship Management System (CRM) In Pakistan Bank
Abstract
Customer relationship management (CRM) is a widely adopted concept in various organizations to acquire,
retain and retain customers. In the banking sector, CRM plays an important role as it serves as the foundation of banking
operations. However, in today's dynamic environment, CRM has evolved beyond sales and marketing, covering a wide
range of activities aimed at providing exceptional customer focus and value. This research focuses bank`s legacy of CRM
system to integrate it with other banking systems that helps to improve day-to-day operational activities, complying with
new policies set by the regulatory authority can be ensured and meet the growing business needs. Which includes
Estimated Cost Breakdown, Project Delivered Form, Project Assumption, Project Key Stakeholders Matrix, Project
Planning, System (WBS) Work Breakdown Structure, Project Configuration Activities and Project Resources.
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