The relationship management (RM) is essential and vital function of customer oriented marketing. Its functions include gathering and accumulating customer- related information in order to provide effective services. Relationship marketing delivered through electronic channel can be safely dubbed as E-CRM - as a combination of IT sector but also the key strategy to electronic commerce. Aim of e-CRM system is to improve customer service, develop a relationship and retain valuable customers. E-CRM is a concern for many organizations especially financial sector. The purpose of this study is to gain a better understanding of the benefits e-CRM to customers and organization in financial services and banking industry. To justify the purpose two research questions have been addressed and on the basis literature review, a frame of reference was developed which helped us to answer the research questions and collect data.