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Customer Relationship Management w.r.t finance

Customer Relationship Management w.r.t finance

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Published by shalu
Customer Relationship Management- not new but most talk about topic........ This presentation is helpful for all those people who are looking for CRM with respect to finance.........
Customer Relationship Management- not new but most talk about topic........ This presentation is helpful for all those people who are looking for CRM with respect to finance.........

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Categories:Types, Research
Published by: shalu on Aug 20, 2010
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11/08/2012

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CUSTOMER RELATIONSHIP MANAGEMENT

SUBMITTED TOShalu Agrawal (MBA IV Sem)

CONTENT
€ Introduction € CRM In Banking Industry € Benefits of CRM € CRM Trends € What should a CRM solution € CRM € CRM

offer?

Functionalities in PNB € Questionnaire :: UCO Bank € Conclusion

INTRODUCTION
³CRM is a business strategy to select and manage the most valuable customer relationship´ 

€ € €

CRM IN BANKING INDUSTRY Customer have many expectation
from bank such as ± Service at reduced cost Service at ³anytime anywhere´ Personalized Service What does the bank need? 

BENEFITS OF CRM
€ € € € €

CRM banking focus on the customer Overall Profitability Satisfied Customer Centralized Information Customer Segregation

CRM TRENDS
1. Serving emerging customer segment 2. Providing personalized services 3. Optimize customer relationship and loyalty 4. Improving distribution & channel management 5. Safeguarding customer information

What should a CRM Solution offer?
1. Agile in its deployment 2. Consistent in its execution of customer information 3. Scalable in its design & capacity 4. Effective in its integration of business intelligence 5. Measurable in its results 6. Secure in handling customer information

CRM 1. Organization management FUNCTIONALITIES 2. Territory management
3. Campaign management 4. Customer segmentation 5. Lead management & opportunity management 6. Contact management 7. Activity management 8. Complaint management 9. Call centre 10. Customer touch point coverage 

Founded in ± 1895  Second largest government owned commercial bank in India  3rd largest bank in the country  4668 branches in 764 cities.  more than 2150 ATMs  248th biggest bank in the world

CRM in PNB 
Bank¶s vision in CRM perspective 
conversion of customer from liability side to asset side  increased focus on rural segment  all branches on CBS 

Business goal from CRM perspective  360 degree view of customer 
Customer reach  Cross selling of the product  Create customer awareness  Better customer services

CONCLUSION
For CRM to be truly effective, it requires a well-thought-out initiative involving strategy, people, technology, and processes. Above all, it requires the realization that the CRM philosophy of doing business should be adopted incrementally with an iterative approach to learn at every stage of development.

THANKYOU

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