IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON PERFORMANCE IN THE BANKING INDUSTRY (A CASE STUDY OF FIRST CITY MONUMENT BANK, BAUCHI STATE)

    The word banking according to Adrian (1980) originated during thirteen and fourteen continues, during which banks where re-established in Italy and Green rapidly. Money changes in those days sat behind portable benches in public squares where they display their coins. The word Bank (bench) symbolized the business and was carried over into the Italian word Banco and the French now Banques.
With the revival of trade between Italy and other parts of the world, banks sprang up else where and intricate banking system soon evolved, gradually banks grow in number, size and importance Adrian (1980).
    The modern banks of the 1080’s with the numerable customers services technological operations, branches and for-flung business activities present a striking contrast tp those ancients bank which develop after men adopted copper, silver and gold coins as their money or medium of exchange Adrian (1980).
    Nigerian banking system however, started around 1886, and today the banking sector liberalization have now completed the process of usur ping the industry “Old generation” stalwarts, to the :new generation” (generally regarded as banks founded around 1989 to date). Nigeria today is having many banks in operation with branches all over the country including first city monument bank.

The stiff competition pervading the Nigerian business has forced banks to maintain beneficial relationship with their customers.
This is borne out of the realization that the survival of banks depends to a large extent on repeated patronage by their customer. This relationship depends on the banking service offered to the customers by the banks. Kotler (2004) ascertain that “If the service performance falls below a customer’s expectation the customer is satisfied, if performance exceeds expectations the customer is satisfied, if performance exceeds expectation the customer is delighted”. In this regard customer satisfaction refers to the use of mutual exchanges of services between bankers and their customers in order to achieve set up organizational goals.

    According to Adrian (1980) banking is as old as civilization itself. The Baybylonians developed a complex system of lending and borrowing and holding money on deposit long before 2005 BC. Later in Greece shrines are used to serve as banks. The early Greeks reasoned that no one would incur the wrath of god by stealing money left inside the temple.
Adrain further stressed that, Roman copied the Greek banks, but went even further to offer services for transferring account making loans writing cheques  to withdraw funds and various other conveniences with the fall of Rome, however, all financial dealings ceased and during the dark ages, the banking business  disappeared in most of Europe, although  it continued in parts of Asia and North Africa.