Indian financial services firms are overhauling their existing CRM systems, which were typically built for an earlier era. In the age of the customer, banks and insurance firms need a CRM portfolio that provides a converged view across channels and products. Contemporary CRM must also be flexible, encapsulating customer onboarding and customer service processes into business process management capabilities. This report identifies the key trends that application development and delivery (AD&D) pros must consider when defining CRM strategies and selecting CRM solutions.