Customer relationship management during Covid-19 pandemic of Southeast Bank Limited

Abstract

Maintaining esteem relationship with the client is one of the integral parts of banking industry. But in this Covid-19 situation each and every organization adopting new ways to give proper customer service. In my report titled, “Customer relationship management during Covid-19 pandemic of Southeast Bank Ltd.” focuses on the ways of providing customer service. In this extreme circumstance banking industry facing very difficulties to run their services. Keeping customers in mind ‘Southeast Bank Ltd’ launches instant visa debit card that a client can take whenever they open the account. This is an example of smart solution to save the time both clients and banks. After studying much research Southeast Bank launches the Express e-Account app as a digital onboarding solution of different services on February, 2021. From where a client can open savings or current accounts by providing needed information. Some of customer adopting this digital banking service very enthusiastically when some of are not. To verify customer satisfaction, I conduct an online survey with various questionnaires and analyze it with the help of SPSS. The output of the analyzed report indicated that customer relationship management is hampering due to face-to-face communication and psychological stress among the employee. Finally, SEBL needs to develop strategy to manage their customer relationship management.