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SIDRA IMTIAZ

MO8BBA065
RABIA KHALID
MO8BBA018
GHAZAL NADEEM
MO8BBA011
MISBAH ZAHID
MO8BBA08

Stronger relationships between

companies & their customers


An approach that a company will

use to achieve their goals.


Customer is always right

Customer support is directly

connected to CRM

Maintenance & optimization of long term mutually


valuable relationships between consumers and the
organizations

Customer Relationship Management (CRM) is a


co-ordinate approach to the selling process
allowing the various operational, customer
contact and sales promotional functions of an
organization to function as a whole.

Increase in customer service


Increasing efficiency
Lowering operating cost

Aiding the market department

OPERATIONAL CRM
COLLABORATIVE CRM

ANALYTICAL CRM

Introduction
CRM-a powerful tool
Objectives of CRM in banks

Need of CRM in banks

Customers have more power in deciding their banks of

choice
Customer satisfaction is an important variable in
evaluation and control in a bank marketing
management
Competition in the financial services industry has
intensified in recent

CRM is a powerful management tool that can be used

to exploit sales potential and maximize the value of the


customer to the bank.
CRM produces continuous scrutiny of the bank's
business relationship with the customer

One of the banks' greatest assets is their knowledge of

their customers
Over the years, banks have invested heavily in CRM
To be successful, a bank needs more than the ability to
handle customer service calls. It needs a
comprehensive CRM strategy in which all departments
within the bank are integrated.

To simplify marketing and sales

process
To make banks more efficient
To provide better customer
service
To discover new customers and
increase customer revenue
To cross sell products more
effectively

Attracting present and new customers

Acquiring new customers


Serving the customers
Finally, retaining the customers

In banking sector, relationship management could be

defined as having and acting upon deeper knowledge


about the customer
get to know the customer, keep in touch with the
customer, ensure that the customer gets what he
wishes from service provider
CRM in banking industry entirely different from other
sectors, because banking industry purely related to
financial services, which needs to create the trust
among the people
The present day CRM includes developing customer
base

The following steps minimize the work regarding adoption of


CRM strategy. These are:
Identification of proper CRM initiatives

Implementing adequate technologies in order to assist

CRM initiative

Setting standards (targets) for each initiative and each

person involved in that circle

Evaluating actual performance with the standard or

benchmark

Taking corrective actions to improve deviations, if any

Managing customer relationships


Learning about habits & need of your customers
anticipating future buying patterns and finding new

opportunities to add value to the relationship.


Successful CRM strategy depends on close
examination and rationalization of the relationship
between an organizations vision and business strategy.
Collection and use of customer intelligence
Customer service and retention
Protection of customer privacy

Customer focus
Leadership
Process approach
System approach
Involvement of people
Mutually beneficial customer

relationship
Continual improvement

Benefits of CRM to BANKS


Benefits of CRM to CUSTOMERS

CRM baking focuses on the customer


Overall profitability
Satisfied customers
centralized information
CRM banking boosts small banks
Improved cross-sell framework
Increased operational efficiencies & collaboration

Lower total cost of ownership


Customer information consolidation
Marketing encyclopedia
Lead & opportunity management
Operational inefficiency removal
CRM with business intelligence

Optimization of the use of bank resources, such as

alternative channels of distribution (internet and


home banking),
Significant reduction in and limitation of

operational costs through system automation and


standardization,
Low maintenance and expansion costs owing to the

use of modern administration tools which allow bank


employees to make a wide range of modifications to
the system

The difficulty of obtaining a complete view of


customers.

The need to move away from disjointed


standalone, and inconsistent channels to provide a
cohesive, multichannel offering.

The burden of disconnected legacy systems and


disparate databases that store client financial data.

The pressure on margins and growth prospects


from increased competition.

The costs associated with retaining customers and


developing customer loyalty.

The cost and complexity of meeting stringent

government regulatory and client security and privacy


requirements.

Measuring CRM benefits


Customer profitability

The 80-20 rule

Acknowledge email enquiries


Develop the right contact strategy
Providing online chatting

Reduce costs by improving website design & self

service
Analysis the project s scope
Know thy limitations
Change accounts into customers

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