A CRM system is a sound business strategy for banks to help create brand value and identify and understand their customers’ needs by providing targeted, timely and relevant information that can add value to their customers. CRM systems provide tools that can segment, and deliver the right service, at the right time, by acting on dynamic customer information. This allows the ability to track and build strong relationships with profitable customers and identify specific products and services that can benefit customers. Outcomes of all activities can be tracked and measured; CRM dashboards acting as business decision support systems are the perfect place to present measurements and outcomes.