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Identifying the CSF’s for CRM

Implementation : The Case of


Robeco Private Banking.
Introduction
Purpose and Motivation
Foundations
Methods
Analysis
Case Study Analysis
• Managing Performance Benefits
• Managing Organizational Discipline
• Appropriate Customer Care solutions
• Critical Milestone
• Customer Loyalty Vision
Case Analysis
• Managing Performance Benefits
Develop that Projected client lost rate
• Calculated bases on improved “client Intimacy”
Increase in clients by year till 2003
Client Retention
Case Analysis
• Managing Organizational Discipline
Integrated Approach
• Client Management
• Prospect Management
Re-Engineering
• Business operations
Case Analysis
• Appropriate Customer Care Solutions
Customize Customer Service
Replace reactive with Proactive
Forecast Alarm
Paperless office
• To drive the corporate reflex faster
Case Analysis
• Critical Milestone
Timeframe
Transferal of Knowledge
Post Implementation Work
Results
Limitations/Extentions
Conclusion