Customer Relationship

Management in Financial
Services Industry

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PURPOSE:
To set up a Customer Relationship Department and install a CRM
software in a financial services industry.

Customer Relationship Management (CRM)

Today is the complete business strategy steered in favor of customer needs.
And for any business to succeed CRM is no longer any other software but
an absolute necessity.

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Key differentiator ‘s

The customer’s experience with the company:

Provides a business value for the experience with the products/services.

Comfort
Convenience
Simplicity
Ubiquity
Timeliness
Contemporary technology use
Customer feels sense of importance, self control, ownership.

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Advantages gained

Price

Product variation and availability

Some targeted services to the high value customers of the moment.

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Competitive advantage - is gained by customer-centered culture

Compensation programs etc that support the levels of service excellence

and thinking that drive employee and business partner behavior.

Because the new generations of investors both local and international are
technologically savvy, empowered and demanding, the financial tools to
determine their own destiny are important to them.

Personalized service for family based or socially based portfolio

development including corollary services.

Improvements in the customer’s experience with the institutions

Think of customer for life through generations, not objects of sale at the
moment

All business processes should be focused around customer value

Increase in customer’s sense of security – “We care about your future”- not
just your money.
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Study of Various Products Available In the Market

Contact Management
•Customer (Account) classification – Retail/Corporate
•Contact Classification – Director/Managerial/General

Marketing
•Sales Target
•Sales Force Automation

After sales service

•Capturing payment of insurance premium
•Customer feedback management
•Tracking of service related activities
•Mass mailing
•Printing of labels for mailing

Knowledge management
•Online searching
•Sharing Knowledge Capsule

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Other requirements
•Employee management
•Library management
•Filing management
•Stationary management
Product
profile
Product
forms
Office
stationary

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Proposed Solution For System Integration

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Account Management

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Contact Management

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Comprehensive contact, activity and communication management

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Sales Management:

Sales process management includes all the tasks associated with creating sales
opportunities and closing deals.

This includes:

• Prospecting and qualifying leads, and managing opportunities, contacts and

accounts.

• Tracing the stages of deal closure. Closing deals using quotes and orders.

• Managing and tracking communications between salespeople and customers,

starting direct e-mail campaigns, and measuring their success.

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Monitoring Performance and Forecasting Revenue

Types of information:

Productivity of each salesperson, territory, or team

Quotas and revenue

Sales forecasts

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Service Case/Incident Management

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Knowledgebase Management

• All information is stored in one location.

• The information is consistently formatted.
• The information is consistently available.
• The information is visible to everyone in the organization.
• An advanced searching tool based on full text or key words.

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CRM Architecture

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CRM Product Architecture

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Competitor’s Choice

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Knowledge Base View

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The main goals of Knowledge Creations are:

•Create new knowledge within the community

•Connect, acquire, exchange and build new knowledge

•New science occurs through the process of building upon internal and
external knowledge communities.

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Reporting

Flexibility in Reports

Unanswered Reports

Historical Reports

Search Reports

FAQ’s

Save Reports and Queries

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 References

www.microsec.in
http://www.corporateinformation.com/snapshot.asp?SentBy=Home&cusip=C356 KN900
http://www.bharatbook.com/detail.asp?id=25329
http://crm.technologyevaluation.com/admin/logout.asp
http://money.rediff.com/money/jsp/company.jsp?companyCode=14030047
www.sharekhan.com
www.indiabulls.com
www.motilaloswal.com
www.religaresecurities.com
www.google.co.in
www.yahoosearch.com
http://www.microsoft.com/dynamics/default.mspx
http://www.knowledgebase.net/tal_products/chat.asp
http://www.talisma.com/tal_products/knowledgebase.asp
www.talisma.com
http://crm.technologyevaluation.com/index.asp
http://www.crmadvocate.com/required/hp2.pdf
http://www.salesforce.com/uk/products/analyst/analyst-research/index.jsp
www.soffront.com
http://www.crm2day.com/news/crm/EEpkuAllZpvXVKitRk.php
http://www.prospects.ac.uk/cms/ShowPage/Home_page/Explore_job_sectors/Financial_Services/as_it_is/p!eXfbpd
http://crm.technologyevaluation.com/?se=google_red_crm&gclid=CKDCwsP6t4sCFQ-WbgodSGbK2g
http://www.managementhelp.org/customer/service.htm

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 Thank You

Micro Focus Mega Wealth