Customer relationship management is a high-level strategy which is mainly used for creating and sustaining better relationship with the customer on lifetime. Basically, it consists of methods, technology and capabilities that helps company to manage their customers. The project is all about CRM in public and private sector banks. This study was mainly done because now-a-days the cost of retaining a customer is 7 times more than finding a new customer. It is very much important to optimize the marketing cost by adopting marketing and sales automation to find out the right prospects. Moreover now-a-days the competition in banking sector was increasing at a faster rate, so it is must to maintain a good CRM. This study aims to understand the effectiveness of CRM in Banking sectors.  It aims to find out the customer perception about the banking products. This involves comparative analysis between the various factors that are related to the CRM process of public sector and private sector banks. These factors will be made as a questionnaire and sent through various social media services to the banking customers. After collecting the data hypothesis tests will be carried on and based on the tests it will be clear that whether there is a significant difference between the factors within these two sectors. If there is a difference, then we are going to provide suggestion for the sector to improve the particular factor. This helps in increasing the customer retention and attraction and thereby increasing the sales of that particular sector.

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Keywords: CRM, CRM Strategy in Banking Sector, Customer Retention and Attraction.