DefinePK

Abstract

Financial inclusion is a critical driver of socio-economic development, particularly in developing economies where large population segments lack access to formal financial services. This paper proposes a conceptual framework for optimizing Client Relationship Management (CRM) to enhance financial inclusion, focusing on key pillars such as client segmentation, digital outreach, and feedback mechanisms. The framework integrates behavioral insights and localized strategies to address the unique challenges faced by underserved populations, including geographic inaccessibility, lack of trust, and limited financial literacy. By leveraging technology-driven CRM tools and community-based approaches, the framework aims to improve service delivery, foster trust, and empower clients to make informed financial decisions. The paper also outlines policy and operational recommendations, emphasizing the importance of stakeholder collaboration and an enabling regulatory environment for successful implementation. This holistic approach demonstrates how CRM can catalyze financial inclusion, contributing to poverty reduction, economic resilience, and equitable development.
Keywords: Financial Inclusion, Client Relationship Management (CRM), Digital Outreach, Behavioral Insights, Underserved Populations