The success of commercial banks lies in the effective management of customer relationships. Customer relationship management is a key strategy for a bank’s competitiveness in Nigeria. Thus, this survey aims at investigating the influence of customer relationship management on the satisfaction of commercial bank customers in southeast, Nigeria. The study targeted twenty-five million, seven hundred and ninety-seven thousand, six hundred and twelve (25,797,612) adult bank customers. A sample of 400 participants was determined using Taro Yamane’s formula. Multi-stage sampling was used to select the research participants. The research data were collected and analyzed using a structured questionnaire and hierarchical multiple regression, respectively. The survey ascertained a statistical influence of customer orientation, CRM structure, and CRM technology on the satisfaction of commercial bank customers in Southeast, Nigeria. Commercial banks were advised to conduct monthly training on customer value and celebrate the best customer caregiver of the year; decentralize customer relationship management to allow all departments to be deeply involved in the service of the customers; and offer incentives to encourage the use of customer relationship technology.

Customer relationship management, customer satisfaction, service marketing, bank, Nigeria