CRM is used in almost every industry. Read the section of this article on CRM objectives. Think about businesses you regularly interact with. Have they become more customer-focused over time, or are they still very product-focused? Why do you believe that?
The research undertaken is exploratory. The initial step of the research starts with the theory and further moves to data analysis; qualitative information has been collected using structured interviews. Qualitative research is good here because it tries to understand events regarding management and decision-making, require a close look at details. This type of study uses a smaller sample base yet it has a much greater focus on the individual case. The drawback exists given that the results need to be verified by using quantitative methods. As this article aims at studying the usage of CRM in banking, the employees of Saudi Credit Bank were selected as the data sources. 92 interviewees responded to the questionnaire with a 20.5% response rate out of 450 employees targeted. This study uses the questionnaire that was developed and validated by a team of experts. Different question types are included; such as rating scales, multiple choices, and more. The data was collected from various sources; the sample of the research includes managers and employees of Saudi Credit Bank who are aware of importance of customer relationship management in the development and success of companies. Therefore, they were deemed as competent to address the issue of Customer Relationship Management.