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Table Of Contents

CERTIFICATE
ACKNOLEDGEMENT
EXECUTIVE SUMMARY
SR.NO. CONTENTS PAGE NO
INTRODUCTION
What is CRM?
CRM from the information Technology Perspective
CRM from the Customer Life Cycle (CLC) Perspective
CRM from the Business Strategy Perspective
A commonly cited definition of CRM (UK) Ltd. (2002), is as follows:
Defining Customer Relationship Management (CRM)
A Good CRM Program Needs To:
Customer Relationship Management (CRM) is NOT:
Aspects of CRM:
The three key phases are:
The three contextual factors are:
BIRTH OF CRM
CRM TOMMOROW – TRANSFORMED
EVOLUTION OF CRM
The evolution process of CRM has worked as follows
NATURE AND SCOPE OF CRM
DIFFERENTIATING CUSTOMERS
BENEFITS OF CRM
CRM PROCESS
BANKING ON CUSTOMER FOCUS
EXIT SURVEYS
USE OF TECHNOLOGY IN CRM
TECHNOLOGY IN CRM
Technology Component of a Total CRM strategy:
TYPES OF CRM
CUSTOMER RELATIONSHIP MANAGEMENT IN BANKING
THE CHANGING SCENARIO IN BANKING
CUSTOMER CENTRIC ORGANISATION
GOALS REQUIRING CRM SOLUTIONS
CRM TOOLS FOR BANKING
RETAIL BANKS PLANNING FOR CRM
Preparing for CRM involves three important steps
MANAGEMENT GAME-PLAN OF CRM
CRM IN RETAIL BANKING
CRM IN RETAIL BANKING
Benefits that banks can look forward to form CRM
IMPROVING CRM MANAGEMENT IN BANKING WITH INTEGRATED DELIVERY CHANNELS
SERVICES AND SALES PROCESSES MADE MORE PREDICTABLE
EFFECTIVE USE OF INFORMATION BUILDS KEY CUSTOMER BENEFITS
A FEW EXAMPLES OF THIS INFORMATION MANAGEMENT STRATEGY
POWERFUL CUSTOMER KNOWLEDGE SYSTEMS FOR THE FUTURE
ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM)
ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT
EVOLUTION OF E-CRM
The SIX “E’s” OF E-CRM
ONE MUST ADDRESS CUSTOMER OPTIMIZATION ALONG THREE DIMENSIONS
WHAT ARE THE BUSINESS BENEFITS OF E- CRM?
HOW DOES E-CRM WORK
E-CRM BENEFITS TO BANKS
E-CRM BENEFITS TO CUSTOMERS
CRM EVERYWHERE
GUIDELINES FOR A SUCCESSFUL E-CRM SOLUTION
THE PAST, PRESENT AND THE FUTURE OF CRM
THE PAST, PRESENT AND THE FUTURE OF CRM
THE PAST
THE PRESENT
THE FUTURE
CRM IN INDIA
SURVEY REPORT ON INDIAN CRM MARKET
CRM IN BANKS – INDIAN SCENARIO
CONCLUSION
CRM BASICALLY IS:
CRM Vs Traditional CRM
RECENT SURVEY ON CRM
THE MANTRA FOR CRM SUCCESS
CRM AT STANDARD CHARTERED
CASE STUDY: STANDARD CHARTERED CRM
IMPEDIMENT
RESOLUTION
IN A NUTSHELL
BIBILOGRAPHY
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Published by Rakshit Shah

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Published by: Rakshit Shah on Apr 08, 2011
Copyright:Attribution Non-commercial

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