The purpose of this study was to determine the role of Customer Relationship Management on National Banking during the pandemic. The research method used is descriptive qualitative with the method of collecting data through interviews. The results showed that before the pandemic, CRM helped companies classify existing problems, increase loyalty, increase sales, identify customer needs and record data and provide solutions to problems that occurred and during the pandemic and the role of this system was to help banks solve existing problems, streamlined customer transactions, help banks find innovations, categorize problems encountered, and reduce Face to Face meetings.

Keywords : Banking, CRM, Pandemic.