marketing group 3 ppt presentation
TRANSCRIPT
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New Trends in
Customer Service
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Customer Service INTRODUCTION
TO
CUSTOMER SERVICE
o The way a business looks
after its customers
o Team effort
o Vital part of managing a
business
o Good customer service leads
to. . . . . . . .
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CUSTOMER
SATISFACTION
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CUSTOMER SATISFACTION
o the product or service must meet
customers wants
o Positive experience for the
customers
o After sale service should be positive
and appropriate
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o Increased sales
o Customer loyalty
o Enhanced public image
o More effective workforce
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BASIC STEPS FOR CRM
oAttracting present and new customers.
o Acquiring new customers.
o Serving the customers.
o Retaining the customers.
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CRM A POWERFUL TOOL
o Increase sales potential and value of the customer to the bank.
o It adds to customer loyalty of the business.
o Integrates various components of a business - sales, marketing, IT and
accounting.
o The core objective of modern CRM methodology is to help businesses to use
technology and human resources to gain a better view of customer behavior.
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OBJECTIVE OF CRM IN BANKS
o To simplify marketing and sales process.
o To make call centers more efficient.
o To provide better customer service.
o To discover new customers and increase customer retention.
o To cross sell products more effectively.
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Mobile Banking
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Background and key drivers
BACKGROUND AND KEY DRIVERS
oAvailability and
affordability
oAnywhere anytime device
oOptimizing distribution
mixo Cost-to-serve
oMobile rdc
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ANALYSIS
o Beyond basic functionality
o Mobile apps & unique
value added services
o Difficult regulatory
environmento Gamification
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IMPLICATIONS
o Comprehensive mobile
banking and smartphone
strategyo Integration with core-banking
o What is important for the
customer? Focused channelspecific strategy
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What is online banking?
First offered in New York in 1981
Stanford Credit Union created the first online bankingwebsite in 1994
The RBI facilitated growth of e-Banking by passing the IT
Act, 2000
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Our youngest generation of e-money ventures
include:
Google Wallet
PayPal
Internet currency
Voice payment
Self-pay
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Advantages of e-Banking
Use of online services impacts retention, cross selling and overall
customer value
help reduce cost in the physical channel
Availability of transaction services 24x7
Account is in direct control of the customer
Mobile and convenient
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The future of e-Banking
The online transaction volumes within the online
channel are estimated to have grown at the highest
rate through 2008-11
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The future of e-Banking
The key focus area for banks is to upgrade their
existing online platform by supplementing
them with advanced functionalities and
features
entering an era of social banking
convergence of online banking, social
networking, gaming, rewards and payments
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Increased leverage
of
SOCIAL MEDIA
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Pizza arrives at the table : Instagram!
Flight delayed by an hour : Tweet it!
Aha!! I am gettingINSTAGRAM-ED!!
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Customer expectancy listen, respond and
offer through SOCIAL MEDIA. Most banks use this technique -
accounts/pages/channels on Facebook, Twitter
and YouTube.
Example : Moven BankCRED.
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BANKSuse social media
Recruiting
Supporting retail customers
Generating lead for brokers
Recommending funds.
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Presence of Banks on Facebook
Indias largest private sector bank - ICICI Bank -
over 2.1 million likes on its official Facebook
page.
HDFC Bank - about 1.5 million likes on its official
Facebook homepage.
Axis Bank - more than 1.2 million likes.
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PROJECT DONE BY.
o Larissa Coelho - 12
o Erica Fernandes - 15
o Shresha Sharma - 50
o Ashwini Shetty - 51
o Rutvi Shrimanker - 52
o Vishaka Vamanjur - 55