The current study aims to find out the effectiveness of customer relationship management (CRM) in banking. It intends to determine the efficiency of how CRM works from a staff and customer perspective. This research is important since CRM has become a leading goal of marketing of every organization. Its outcomes will allow comprehensive understanding of how effective CRM is in this part of the globe. Balanced Score Card research model was utilized. All the statistical and theoretical data was analyzed through strategy maps and action plans. It was focusing on the four perspectives of financial, customer, internal, and knowledge growth. Once the data is collected through questionnaires and interviews, focus was made based on sub questions reflecting the four perspectives. This study will help test the efficiency and effectiveness of CRM systems used in banks. Thus allowing room for improvements and further sustainability. The study will provide comprehensive knowledge on how CRM could be best used for productivity and efficient running of banks.