Ehsan Shabakehsaz - Ph.D. Student of Human Resource Management, Research Institute of Shakhes Pajouh, Iran
Seyed Akbar Nilipour Tabatabei - Faculty Member of Research Institute of Shakhes Pajouh, Isfahan, Iran

These days the usage of electronic marketing & internet, has been changed the customer relationship management, and the E-CRM hasattracted many of companies to thisfact. Due to the arrival of our banking system into the privatization, it’s a great competition between differenttrading brands to absorb the clientele.This research is going to offer the operation of BSC (Balance Scored Card) for checking is going to offer theoperation of the BSC (Balance ScoredCard) for checking the function of the electronic customer relationship management in banking field & also ascale for determining the achievements in higher levels in this field. For this purpose, Saderat bank has chosen to this research.

customer relationship management, Balanced Score card, Performance Evaluation