Evaluate the following statements in the context of Customer Relationship Management (CRM) principles in retail banking: Statement 1: In the implementation of a CRM system, the 'Discovery Phase' involves the bank identifying its core business objectives, assessing its current technological maturity, and defining the specific customer segments it intends to target for improved relationship management. This phase prevents the bank from purchasing expensive software that does not align with its operational needs or employee skill levels, reducing the risk of 'feature creep'. Statement 2: The 'Operational CRM' component is exclusively focused on backend processing of data and does not involve any customer-facing applications (like mobile banking apps or website portals), serving strictly as a reporting tool for management. Statement 3: 'Collaborative CRM' facilitates the synchronization of customer interactions across multiple channels (such as phone, email, and social media), ensuring that the bank speaks with 'one voice' and that customer care agents have immediate access to past interaction history across all channels to provide a seamless resolution. Identify the correct assessment:

A Relationship Manager (RM) is reviewing a customer profile on the CRM dashboard. The customer, Mr. Ajay, has a high savings balance but no active loan or insurance products. Consider these operational attributes: Statement 1: The CRM flags Mr. Ajay as a 'Prime Candidate for Wealth Management' due to a high, stable quarterly average balance sustained over two years with minimal outflows. Statement 2: The CRM suggests approaching Mr. Ajay with a 'Tax-Saving Fixed Deposit' in March, identifying that he has not yet completed his Section 80C investments based on historical trends. Statement 3: If the RM successfully cross-sells insurance, the CRM automatically recalculates the customer profitability score and total product holdings. Statement 4: If Mr. Ajay searches for 'Home Loan Interest Rates' on the bank website, the system triggers a high-priority lead for a pre-approved housing loan. Which of these statements represent the functional application of CRM in this scenario?

Evaluate the following statements regarding the implementation of Customer Relationship Management (CRM) philosophy in retail banking: Statement 1: True CRM is a business philosophy that places the customer at the center of bank activities, shifting focus from 'Product-Push' (selling available products) to 'Customer-Pull' (providing solutions based on customer life-stage and financial goals). Statement 2: Overcoming the 'Legacy Mindset' requires redesigning performance appraisal systems to transition employees from transaction-volume metrics to CRM-based metrics like 'Product per Customer' ratio and 'Customer Satisfaction Index' (CSI). Statement 3: In the digital age, 'Social CRM' involves monitoring and engaging with customers on social media platforms in real-time, which balances brand reputation management with the need to prevent sensitive financial information leaks. Based on these statements, identify the correct summary: