Hailemariam Kebede (PhD)Tewodros Demeke2024-01-292024-01-292023-06https://etd.aau.edu.et/handle/123456789/1483The purpose of this study was examine the effect of customer relationship management on customers’ retention in Zemen bank chosen Addis Ababa city branches so as to know that how the customer relationship management helps to retaining customers. Dimension of CRM describes; Trust, Satisfaction, Commitment, Relationship benefit and Communication and also the dependent variable is Customer Retention. A researcher was following an explanatory research design and quantitative approach employed also to gather data questionnaires used. Questionnaire is received and revised from a previous study and primary data was collect by utilizing questionnaires and it distributing for283 customers to the research participants. Primary data were gathered by utilizing questionnaire and the researcher used descriptive (mean, frequency, percentage) plus inferential (Pearson correlation and Multiple linear regression) used statistics to investigation purpose. Findings from the study shown that for customers of the Banks service in their environment. The instruments used for this study purpose were valid, reliable and ethical. Based on the study’s findings, there is a strong alienation among CRM & CR. Such a kind of study helps to managers and Banks to understand about the effect of customer relationship management on customer retention in Zemen and also help for future researchers as a spring board by considering its limitationsen-USCustomer RetentionTrustThesis