Social CRM: a Solution for Realization of Virtual Banking

Customer Relationship Management (CRM) has three main sections. First section is customers, other one is any service provider that provides services or products to customersthat should be responsive for them and last one is relations between those two parts. Banking Customer RelationshipManagement follows this dominant too. Customers are in one side and the other side is the bank or financial institution .However in the current days due to the variety of interests,customer orientation and increasing the market competition, uncertainty and complexity, efficient and more innovative toolsto meet that challenges are required. For this reasons and manifesting of new technologies in the virtual world such as Web2.0 and social networks, we can improve quality and the satisfactory level of CRM.

Keywords:

CRM , Electronic Banking , Electronic Commerce , Social CRM , Virtual Banking