banking- crm makes the difference
TRANSCRIPT
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Banking- CRM Makes the
Difference
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GROUP MEMBER
• RAVI RANJAN – 106
• GAURAV MARU – 142
•
YAGNESH KAMATH – 29• ANTONY PAULSON - 03
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Many firms forget why they are in business . They are in business to add value
to customers. This is how they grow the
business and this is reflected in superior
stock market performance. There is no
other way
Peter Simpson former
commercial & marketingdirector at First Direct
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CRM
CRM is a business strategy directed to understand,anticipate and respond to the needs of an enterprise'scurrent and potential customers in order to grow therelationship value.
It’s is a widely implemented model for managing acompany’s interactions with customers, clients, andsales prospects.
Customer relationship management describes acompany-wide business strategy including customer-interface departments as well as other departments.
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IMPORTANCE OF CUSTOMER
RELATION MANAGEMENT
Quality and efficiency
Decrease in overall costs
Increase Profitability
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“ By Entering into your premises, the
customer is giving an opportunity to
serve him, but you are not doing any
favor by serving him”.
- Mahatma Gandhi.
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GOALS REQUIRING CRM
SOLUTIONS
CRM
Solutions
Cross Selling / Up
Selling
Customer
Acquisition
Customer Retention
Customer Satisfactionand Delight
Customer Identification
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CRM TOOLS
CRM Tools
Operational CRM
( Provides Required
Information )
Analytical CRM ( Traces
Activities )
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“ The true business of every company
is to make and keep customers.” –
Peter Drucker, 1954
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KEY PROBLEMS REQUIRING CRM
SOLUTIONS
Lack of Software Systems
Multiple Product Database
Multiplicity of Contact
Ineffective Tracking Mechanism
Absence of Exclusivity
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CRM SYSTEM TO BRIDGE THE
GAP
LACK OF
SOFTWARE SYSTEM
MULTIPLEPRODUCT
DATABASES
MULTIPLICITY OF
CONTACTS
INEFFECTIVE
TRACKINGMECHANISM
CUSTOMER
DATA
OPERATION
AL DATA
COMMUNIC
ATION DATA
UNIFIED
CUSTOMER
VIEW
COLLABORATION TOOLS FOR
EMPLOYEES
CUSTOMER
SUPPORT
ACTIVITIES-Personalized offer
- cross selling
CRM
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Data Warehouse and Data Mining
The Relational Marketing process is supported by a computing
infrastructure where many software packages are integrated with the
bank's information system.
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CRM IMPLEMENTATION
CRM CELL.
PORTFOLIO OF PRODUCT
CUSTOMER MATRIX
TECHNOLOGY
SURVEYS
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CRM IMPLEMENTED IN
INDIAN BANKS
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PRESENT SCENARIO
BANKING SECTOR BEST SUITED TO CRM IMPLEMENTATION.
IT PERSIST THE HIGHER GROWTH RATE UPTO 22%.
CRM MARKET IN INDIA STILL IN NASCENT STAGE.
CRM IMPROPER IMPLEMENTATION BY INDIAN BANKS.
INDAIN BANK SHOULD FORMULATE THE STRATEGIC
INCORPORATING PEOPLE,PROCESS AND TECHNOLOGY ISSUES.
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CONCLUSION
BANKING INDUSTRY OF INDIA IS IN VOLATILECHANGE DURING LAST DECADE.
CUSTOMER TODAY DEMAND UNIVERSALBANKING WHICH IS SATIESFIED BYIMPLEMENTING CRM IN IT’S TRUE SPIRIT.
CRM IS AN INEVITABLE SOLUTION IN ‘DOGEATS DOG’ COMPETETIVE MARKET.
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