1. Explain the initiatives take by ICICI Bank to promote Customer Relationship Management (CRM).

2. Discuss the benefits of the initiatives taken by ICICI Bank to promote Customer Relationship Management (CRM).

3. What should be the core elements of CRM that ICICI bank in your opinion should follow, besides what they are already following to make themselves a distinct bank from their competitors

4. Outsourcing CRM is one activity that most organizations follow. Is it a viable option? Give your views keeping in mind the cost involved in implementing CRM and enhancing business also.