Under the Floorboards: The Infrastructure Needs of CRM in Banks

We all know that a certain road is paved with good intentions, and in many respects so also is another road – the one leading to effective and productive customer relationship management, or CRM, especially where banks are concerned. Despite all the good intentions of developers and bankers, that road has been a rocky and disappointing one for much of its history, primarily because of a tendency by banks to jump the gun – to expect quick results without adequate forethought, and to overlook much of the prerequisite planning and investment in infrastructure needed to make it successful or even possible.