Topic 7 CRM in Banking
Topic 7 CRM in Banking
Topic 7 CRM in Banking
Customer’s Needs
Customers Response
Customer Satisfaction
Customer Loyalty
Customer Retention
Customer Complaints
Customer Service
Relationship Marketing
opportunities
Greater access to a source of market and
competitor information
Notification of poor operational processes
Long–term relationships and sustainability
Cont..
Increased employee motivation and
satisfaction
Overall smoother functioning within the
company
Improved image of your company
Increase in customer satisfaction
Improved communications within the
company
Increase the customer service efficiency
1998 Insight Technology Group
research findings
Challenges of Implementing CRM
management reporting.
Translates customer information into opportunities for cross