CRM Within the current revolution in retail financial services, what was once bleeding edge is now commonplace. In a day of globalisation, mergers & acquisitions, is it still possible to be aware of the needs of the average man or woman in the street? Similarly, with the move towards third generation technology and increased internet usage is true Customer Relationship Management possible? The talk will show how CRM can be an enterprise-wide philosophy about customer care involving business operations and software applications. The customer of the future values the true martini bank of anytime anywhere and financial institutions need to satisfy such a demand.