The state of electronic-customer relationship management in Zimbabwe's banking sector

The aim of this study is to explore and analyse how the banking institutions in Zimbabwe are using Customer Relationship Management technologies to build long term relationships with customers. The results show that the banking sector implemented several technologies which include electronic banking, mobile banking, electronic billing, automated teller machines and Zimswitch facilities. However, more customers are using automated teller machines and Zimswitch facilities whilst facilities like electronic banking, mobile banking and electronic billing are being used by very few customers. The study recommends that the banks in Zimbabwe should strongly advertise on the facilities being underutilised and to be fully committed in attracting customers to use the facilities.