2. INTRODUCTION
Financial services refer to services
provided by the finance industry.
The finance industry encompasses a
broad range of organizations that
deal with the management of
money. Among these organizations
are banks, credit card companies,
insurance companies, consumer
finance companies, stock
brokerages, investment funds and
some government sponsored
enterprises.
3. TYPES OF FINANCIAL SERVICES
Banking
services
Issuance of
checkbooks
Provide
personal
loans,
commercial
loans
ATMs
Foreign
exchange
services
Currency
Exchange
Foreign
Currency
Banking
Wire
transfer
Investment
services
Asset
manageme
nt
Hedge fund
manageme
nt
Insurance
Insurance
brokerage
Reinsurance
4.
5. • Extending CRM into multiple media means integrating the front office with
different communication channels
6. IMPACT OF CRM
Benefits of Using CRM in
Banking Industry
Provide better customer balance
Increase customer revival
Discover new customers
Helps sales staff close deals faster
Making banking operation more
efficient
Simplify marketing and sales
process
8. CRM Strategies Adopted in Banking Sector
One-Stop Financial Supermarket
• Right service is offered to right customers
Increasing the Number of Delivery Channels to the Customers
• Shifting customer access to lower cost channels can help in
bring down the operating cost
• The Real Time Gross Settlement (RTGS), CBS (Core Banking
Solution)
Customer Value Management
• The main thrust of CRM is to develop new products, render
value creation, gain market leadership and spread risks and
vulnerabilities besides facing competition
9. Utility of CRM in Banks
Campa
ign
Manag
ement
Custo
mer
Inform
ation
Consol
idation
Market
ing
Encycl
opedia
3 6 0-
degree
view
of
compa
ny
Person
alized
sales
home
page
Lead
and
Opport
unity
Manag
ement
Activit
y
Manag
ement
Contac
t
Center
Operat
ional
Ineffici
ency
Remov
al
11. Customer management assessment tool
• Assessments bring together a range of tools and methodologies that provide a
detailed, objective, benchmarked assessment of an organization’s capability to
effectively manage its customers.
