03-03-2011, 09:43 AM
PRESENTED BY:
Heena Barot
Pooja Jaiswal
Fauzia Shaikh
[attachment=9400]
INTRODUCTION
Customer Relationship Management entails all aspects of interaction a company has with its customer, whether it is sales or service related; it starts with the foundation of relationship marketing. CRM is a systematic approach towards using information and on going dialogue to built long lasting mutually beneficial customer relationship.
Due to CRM companis are growing to a great extend
CRM Features & Function in Banking?
1. CRM AS A BANKING STRATEGY
2. PAST RECTIFIES PRESENT
3. THE D4 BANKING ANALYSIS
• Strategy
• People
• Technology
• Process
Is a design of CRM Strategy
Refer Figure
1. What is CRM and Customer focus?
WHAT IS CRM?
• A Strategy,
• A Process,
• A Software,
• A Philosophy,
• A Project,
• A Programmer,
• A Buzzword,
• A Call center Support
2. Procedure for implementation of Function?
The nine truth of Relationship in Banking and Marketing
1. Customer are no longer loyal.
2. Customers do not really want a relationship but companies do.
3. Customers want information.
4. Customers not only want to be thanked for their patronage, they expect it.
5. Customers controls their selling process.
6. The life time value of customer is not relevant.
7. Do not over complete the programme.
8. Keep reporting smile and focused on the customer.
9. What if? Ask it often. Experiment every chance you get and don’t call it testing.
“Basic customer expectations”
Top 6 Reasons of CRM Failure
1. The CRM project is viewed as a technology project.
2. The CRM project is implemented without an overall strategy & roadmap.
3. The CRM project is implemented in one “big bang” approach.
4. The CRM projects failed to address the human factors of the customers and staff.
5. The CRM project failed to address the operational gaps between strategy and implementation.
6. Data Quality, Availability and integration Issues.
CONCLUSION
The wealthier the CRM or customer, the more demanding they are – and the clients expect more and more from their banks. Competition for the “Supremely Elite” is increasing.
Heena Barot
Pooja Jaiswal
Fauzia Shaikh
[attachment=9400]
INTRODUCTION
Customer Relationship Management entails all aspects of interaction a company has with its customer, whether it is sales or service related; it starts with the foundation of relationship marketing. CRM is a systematic approach towards using information and on going dialogue to built long lasting mutually beneficial customer relationship.
Due to CRM companis are growing to a great extend
CRM Features & Function in Banking?
1. CRM AS A BANKING STRATEGY
2. PAST RECTIFIES PRESENT
3. THE D4 BANKING ANALYSIS
• Strategy
• People
• Technology
• Process
Is a design of CRM Strategy
Refer Figure
1. What is CRM and Customer focus?
WHAT IS CRM?
• A Strategy,
• A Process,
• A Software,
• A Philosophy,
• A Project,
• A Programmer,
• A Buzzword,
• A Call center Support
2. Procedure for implementation of Function?
The nine truth of Relationship in Banking and Marketing
1. Customer are no longer loyal.
2. Customers do not really want a relationship but companies do.
3. Customers want information.
4. Customers not only want to be thanked for their patronage, they expect it.
5. Customers controls their selling process.
6. The life time value of customer is not relevant.
7. Do not over complete the programme.
8. Keep reporting smile and focused on the customer.
9. What if? Ask it often. Experiment every chance you get and don’t call it testing.
“Basic customer expectations”
Top 6 Reasons of CRM Failure
1. The CRM project is viewed as a technology project.
2. The CRM project is implemented without an overall strategy & roadmap.
3. The CRM project is implemented in one “big bang” approach.
4. The CRM projects failed to address the human factors of the customers and staff.
5. The CRM project failed to address the operational gaps between strategy and implementation.
6. Data Quality, Availability and integration Issues.
CONCLUSION
The wealthier the CRM or customer, the more demanding they are – and the clients expect more and more from their banks. Competition for the “Supremely Elite” is increasing.
