This will enable the bank to give a complete set of personalised solution to customers: every customer will be treated as a market of one and will get responses appropriate to his or her needs. The CRM is aimed at customer service and convenience both from the sales and service perspectives. The CRM software will provide complete customer efficiency. Although a majority of the foreign and private sector banks have implemented CRM, it is not integrated across other delivery channels. Said BNP Paribas retail banking head Ujwal Thakar, "BNP Paribas will be the first bank which will be integrating all of the delivery channels with the CRM software. But we have the advantage as we are setting up new the customer base and integration will be planned on day one. For an old bank toimplement this with a data of million customers with their new database is a humungous task". CRM plays a major role in personalising services completely, and helps in giving the same information across any delivery channel. The CRMsoftware will enable the bank to integrate with its channel franchisees and direct sale agents (DSA) thereby giving the same due to the customers as a branch would offer.

CRM will help speed up processes as there are work flow systems within the CRMs. For example, DSAs or franchisees making a sale to a customer can feed from any place the information into the branches and get a response fast.

Added Mr Thakar: "The technology is a recent one. We are impelmenting it. There are problems for the existing bigger banks in transferring data for million customers."