A survey on the effectiveness of crm skills training at sbi: a case study of state bank of india, patna district, bihar

In order for any organization to survive in today’s period of globalization, the major challenge that plays a vital role is to retain the customer base. Banking sector is one of the fastest growing sectors which offers a variety of services to its customers on a regular basis. No bank can afford to lose a customer for any given reason in view of maintaining its reputation in today’s competitive world. Therefore, it is mandatory to have an effective customer relationship to ensure long term business and also to survive the competition with other banks domestically as well as internationally. In the light of this scenario, a research has been conducted on State Bank of India in Patna to understand the current Employee Training Programs and Customer Relationship Practices of the bank. Impact of employee training on developing their customer relationship skills has been tested to gain clarity on the research.