Abstarct: The most important asset of most organizations is their customers who are a valuable source for opportunities and constraints. Since the probability of failure in each organization is possible, by examining possible failures, it prevented and controlled the possibility of their recurrence. The aim of this study was to investigate and identify the most important factors affecting failure modes and corrective strategies for each failure mode and ranking of these strategies in the process of Customer Relationship Management in the banking system.For this purpose, using the Failure Mode And Effects Analysis (FMEA) was intuitive and WASPAS technique, baxsed on the fifteen factor of the most important risk factors associated with the views of customers, employees and senior executives. According to the findings obtained in this research, for each failure factor, the corrective strategy was determined and prioritization. The result was that direct supervision of senior executives in the service and creating customer-oriented culture in the organization, It has special importance in modifying or preventing failure in the process of Customer Relationship Management