You are on page 1of 21

CUSTOMER RELATIONSHIP

MANAGEMENT (BANKING)

1
WHY CRM IN BANKING ????

2
ØConsumers largely select their banks based on how
convenient is the location of bank to their homes or offices.

ØThe pressures of competitive and dynamic markets have


contributed to the growth of CRM in the Financial Services
Sector.

ØAnalysis suggests that a 5% increase in customer retention


can increase profitability by 35% in banking business, 50% in
insurance and brokerage, and 125% in the consumer credit card
market.

ØPrivate Banks have traditionally viewed themselves as


exceedingly 'Customer Centric' offering what they believe to
be highly personalized services to the High Net Worth
Customers. 3
INTRODUCTION

ØTraditionally, few people changed their banks unless


serious problems occurred.

ØToday, financial institutions can no longer rely on these


committed relationships or established marketing
techniques to attract and retain customers.

ØThe Internet revolution.

4
Need for CRM in the banking industry
A Relationship-based Marketing approach has the following
benefits: -

ØOver time, retail bank customers tend to increase their holding of


the other products from across the range of financial products /
services available.

ØLong-term customers are more likely to become a referral


source.

ØThe longer a relationship continues, the better a bank can


understand the customer.

ØCustomers in long-term relationships are more comfortable with


the service, the organization, methods and procedures. 5
CRM- An investment?

6
Private banking and CRM

ØPrivate Banks have traditionally viewed themselves as


exceedingly 'Customer Centric' .

ØThey believe in the concept of “The wealthier the


customers, the more demanding they are”.

ØThe first step towards successfully winning, of private


banking is to understand what customers wants and needs
are.

ØTheir prime focus is to create differentiated customer


experience.
7
Customer experience

To be a credible player in the market, a private bank must


be able to deliver this customer experience.

These are widely categorized in three sections they are :

ØThe Basic Customer Experience.

ØThe Segment-Specific Experience.

ØThe Organization-Specific Experience.

8
CRM software

As the financial market system is questioned and people are


seeking for alternative way of doing business CRM might be
effective in the following way:

ØCommunicating with your customers.

ØChecking unusual movements on your account.

ØProviding tremendous opportunities to your clients.

ØManaging customer's questions flow.

ØSecure the banks business models . 9


Gale Force CRM for Banking

Key Benefits of Implementing such CRM software for


Banking:

Ø360-Degree Client View.

ØManage Leads & Opportunities.

ØAutomate Team- and Role-based Processes.

ØGenerate Executive Reports.

ØRegulatory Compliance & Security.

10
EXAMPLES

11
state bank of india
Ø Banking Subsidiaries - State Bank of Bikaner and Jaipur
(SBBJ), State Bank of Hyderabad (SBH), State Bank of Indore
(SBIr), State Bank of Mysore (SBM), State Bank of Patiala
(SBP), State Bank of Saurashtra (SBS) and State Bank of
Travancore (SBT).
Ø Foreign Subsidiaries - State bank of India International
(Mauritius) Ltd.,State Bank of India (California), State Bank of
India (Canada) and INMB Bank Ltd, Lagos.
Ø Non- banking Subsidiaries - SBI Capital Markets Ltd
(SBICAP), SBI Funds Management Pvt Ltd (SBI FUNDS), SBI
DFHI Ltd (SBI DFHI), SBI Factors and Commercial Services
Pvt Ltd (SBI FACTORS) and SBI Cards & Payments Services
Pvt. Ltd. (SBICPSL)
Ø Joint ventures - SBI Life Insurance Company Ltd (SBI LIFE).12
State Bank of India offers its products and services in
domains like -
Ø Personal Banking.
Ø NRI Services.
Ø Agriculture.
Ø International.
Ø Corporate.
Ø SME.
Ø Domestic Treasury.

13
PUNJAB NATIONAL BANK
Ø Punjab National Bank (PNB) is the second largest government-
owned commercial bank in India.

Ø It has more than 3.5 crore customers.

Ø It has one of the largest branch networks in India.

Ø The bank's assets for financial year 2007 were about US$60
billion.
Ø It has introduced Money Gram remittance service in

14
Products and Services
ØSavings Fund Account - Total Freedom Salary Account, PNB Prudent Sweep,
PNB Vidyarthi SF Account, PNB Mitra SF.

ØAccount Current Account - PNB Vaibhav, PNB Gaurav, PNB Smart Roamer.

ØFixed Deposit Schemes - Spectrum Fixed Deposit Scheme, Anupam Account,


Mahabachat Schemes, Multi Benefit Deposit.

ØScheme Credit Schemes - Flexible Housing Loan, Car Finanace, Personal


Loan, Credit Cards.

ØSocial Banking - Mahila Udyam Nidhi Scheme, Krishi Card, PNB Farmers
Welfare Trust.

ØCorporate Banking - Gold Card scheme for exporters, EXIM finance.

ØBusiness Sector - PNB Karigar credit card, PNB Kushal Udhami, PNB Pragati
Udhami, PNB Vikas Udhami 15
ALLAHABAD BANK
Ø In April 24, 1865, the Bank was founded at the confluence
city of Allahabad by a group of Europeans.

Ø In October, 1989, United Industrial Bank Ltd. merged with


Allahabad Bank.

Ø In February, 2007, the Bank opened its first overseas


branch at Hong Kong.

Ø In March 2007, bank's business crossed Rs.1,00,000


crores mark.
16
SERVICES
 All Ayushman Bima Yojana
 Cash Management Services
 Depository Services
 Visa Cum Debit Card Services
 Real Time Gross Settlement
 National Electronic Funds Transfer
 Gold Card Scheme For Exporters.
 Charter for MSME's
 Government Business
 Regional MSME care centers

17
UNION BANK OF INDIA

ØUnion Bank of India was inaugurated by the


Father of the Nation, Mahatama Gandhi, on
November 11, 1919.

ØIt cater to all the sectors of the society, be it


agriculture, industry, trade and commerce,
services or infrastructure and rendering services,
educational, housing and trade sector.

18
SERVICES
Ø Deposits Ø Atm Banking
Ø Accounts Ø Tele Banking
Ø Loans
Ø Online Demat Trading
Ø Cards
Ø Insurance Ø Cash Management Services
Ø Cash Management Service Ø Mutual Funds
Ø Mutual Funds Ø Railway Tickets Booking
Ø Demat Ø 8% Tax Saving Bonds
Ø ATMs Ø Public Provident Fund (PPF)
Ø E Banking Or Online
Banking Ø Direct Tax Collection
Ø Remittance Service Ø Central Excise and Service Tax
Ø Bill Payment Service Collection Services
Ø Tax Payment Service Ø Special Savings Schemes for Senior
Citizens
19
20
THANK YOU

21

You might also like