3. MethodologyThe following methodologies are used to determine the CRM services implemented in the banking industry.3.1 Research Strategy and ApproachIt is used for exploratory research only. This type of research is performed when the problem is not clearly specified for understanding. It helps to verify the best research design and data collection procedure for a better understanding of the problem. This type of research is based on the re-evaluation of available data and records, discussions with customers, employees, managers and competitors. Through subsequent reevaluation and discussion, solutions can be found to clarify undefined problems. • Research population and units of analysis. • Quality research approach. • Key information techniques. 3.2 Data Collection Procedure This research is based on the collection of secondary and primary data. Secondary data is obtained by examining and evaluating literature documents, data from books and websites. They provide a detailed account of CRM services and the customer satisfaction approach used by banks, as well as external factors influencing CRM services. The primary data is based on questionnaire-based surveys which serve as research tools to obtain feedback from bank employees. The questionnaires are perfectly designed so that they can be easily understood by the bank employees. The random sampling method is used to carry out the investigations. Field operators distribute and receive the questionnaire completed by bank employees. The response received from SERVQUAL is used to verify the feedback provided by customers on five service elements, namely empathy, tangibility, responsiveness, reliability and guarantee that they receive from banks. The processing of the collected data happens... in the middle of the paper... and there is a healthy relationship between employee and customer. Consumers should be offered additional services exclusive to that particular bank so as to encourage them to use more banking services of that bank. 5.3 Scope of Future Work Most of the public sector banks have not yet implemented their CRM services perfectly so as to free the bank from problems and ensure customer satisfaction. They still need improvements if they want to conquer the competition in terms of loyalty and achieve profitability in the market. In today's scenario, private banks are gaining an advantage over their competitors in terms of the convenience offered to customers in managing their accounts and transactions so as to increase their customer base. value over a lifetime. So public sectors need to be more customer centric and need introspection to achieve their goals.