Relationship banking or Customer Relationship Management (CRM) in banks is a comprehensive management system which seeks to touch all areas and functions of banking business connected with value creation and delivery chain of the organization. CRM is neither a product nor a service; it is an overall business strategy that enables organizations to effectively manage relationships with their customers by providing and integrated view of the customers to everyone in the organisation. It is a philosophy that places the customer at the heart of an organisation’s processes and culture to improve his satisfaction and, in turn, maximize profits for the organization.