Abstract

We try to evaluate the effect of information technology as key factor to build and manage direct relationship between organizations and their customers from different perspective. A frame work is presented to develop the needed infra structure for valid and sustainable relationship between organization and customers. This study uses modern information technology tools as input to gather useful data from customers. Then data have been gathered and the necessary processes implemented in the department of customer relationship of organization. Results cause the improvement in customer relationship, endurance in competitive advantages and decrease in organization cost .The most useful and suitable for banks is customer – organization. With regards to customer relationship management (CRM) in banks, this point is important that is a commercial guide line for bank. Banks can use CRM to shorten the sale cycle and increase the customer loyalty to create closer relations, and income.