CBA focuses on training.(Commonwealth Bank of Australia)(Brief Article)

AS AUSTRALIA'S SECOND BIGGEST bank, the Commonwealth has an immediate advantage in implementing its Customer Relationship Management (CRM) strategies.

Head of personal customers, Hugh Harley, says while growing its overall base is important to the bank, the biggest opportunities arise in strengthening the bank's relationships with its customers.

"It's about doing all those things which allow us to understand customer needs better and then delivering on those needs," Harley said.

He believes the `buzz-word' status that CRM has attained means it is