Abstract

Customers are the source of income for commercial banks, a bank with a large customer volume and high loyalty will develop well and vice versa. Therefore, maintaining and expanding customer relationships is one of the top priorities of any commercial bank, of which Agribank Saigon branch is not an exception. However, how to maintain and develop customers is not easy, to do that requires the impact of many factors, of which customer relationship management is one of the important and necessary factors to maintain and develop the number of its customers. In fact, over the past time, Agribank Saigon branch has had many solutions to keep and develop customers. However, that is not really effective, causing many customers to complain or stop trading, as well as not developing potential customers. Therefore, in order to maintain and develop customers, researching and providing customer relationship management solutions is a very necessary job of Agribank Saigon branch in the current period.