Electronic customer relationship management in commercial banks in Ondo State, Nigeria

Haliso Yacob and Omonori Abayomi Adedayo
Keywords: Bank commercial banks customer relationship management E-CRM.
Library and Information Perspectives and Research 2022 4(1/2), 85-92. Published: September 12, 2022


Abstract

The advent of ICT has compelled banks to embrace electronic customer relationship management (E-CRM) in order to strengthen customers’ relationships and increase profits, satisfaction, and loyalty. The continual and rapid growth of information and communication technology (ICT) in Ondo State, Nigeria, improves and promotes customers’ relationships with commercial banks, as well as the operations and services supplied by the banking sector. Many financial institutions have adopted the motto "customers are kings/queens" strategy by transforming their corporate environment and incorporating various sorts of ICT into their customer’s relationships. The purpose of this paper is to obtain a better understanding of electronic customer relationship management in commercial banks in Nigeria's Ondo state.