Financial services organizations in the U.K. are failing to create a relationship with their online customers, despite spending millions on infrastructure and customer relationship management (CRM) systems.

This is the bleak conclusion from a new study carried out by the Henley Centre on behalf of CRM systems vendor AIT Ltd. and Microsoft. The report, dubbed "Net result-no relationship," surveyed 1,000 Internet users in the U.K. and examined their attitudes towards financial service providers.

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