Crm in banking

WHY BANK NEED CRM ????

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

The pressures of competitive and dynamic markets have

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

Analysis 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.

Private Banks have traditionally viewed themselves as

exceedingly'Customer Centric'
offering what they believe to
be highly personalized services to the High Net Worth
Customers.
• Traditionally, few people changed their banks unless
serious problems occurred.
• Today, financial institutions can no longer rely on
these
committed relationships or established marketing
techniques to attract and retain customers.
• The Internet revolution
 Need for crm
• A Relationship-based Marketing approach has the following
benefits: -

• Over time, retail bank customers tend to increase their holding of

the other products from across the range of financial products /
services available.
• Long-term customers are more likely to become a referral
source.
• The longer a relationship continues, the better a bank can
understand the customer.
• Customers in long-term relationships are more comfortable with
the service, the organization, methods and procedures.
 Private banking and CRM

Private Banks have traditionally viewed themselves as

exceedingly 'Customer Centric‘
 
• They believe in the concept of “The wealthier the
customers, the more demanding they are

• The first step towards successfully winning, of private

banking is to understand what customerswants and needs
are.

• Their prime focus is to create differentiated customer

experience
 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

• The basic customer experience

• The Segment-Specific Experience.

• The Organization-Specific Experience

 Crm software applications
• As the financial market system is questioned and
people areseeking for alternative way of doing
business CRM might beeffective in the following
way:
• Communicating with your customers
• Checking unusual movements on your account
• Providing tremendous opportunities to your clients
• Managing customer's questions flow
• Secure the banks business models 
Benefits of Implementing such CRM
software applications
Key Benefits of Implementing such CRM
software for Banking
• 360-Degree Client View.
Manage Leads & Opportunities.
Automate Team- and Role-based Processes.
Generate Executive Analysis and report
Regulatory Compliance & Security.
Examples
 state bank of india
• 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).

• Foreign Subsidiaries - State bank of India International

(Mauritius) Ltd.,State Bank of India (California), State Bank of
India (Canada) and INMB Bank Ltd, Lagos.
• 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)

• Joint ventures - SBI Life Insurance Company Ltd (SBI LIFE)

• State Bank of India offers its products and services in
domains like

Personal Banking.
NRI Services.
Agriculture.
International.
Corporate.
SME.
Domestic Treasury
 PUNJAB NATIONAL BANK

• Punjab National Bank (PNB) is the second largest

government owned commercial bank in India.
• It has more than 3.5 crore customers.
• It has one of the largest branch networks in India.
The bank's assets for financial year 2007 were
about US$60 billion.
• It has introduced Money Gram remittance service
in
 Products and Services

• Savings Fund Account - Total Freedom Salary Account, PNB Prudent

Sweep,
PNB Vidyarthi SF Account, PNB Mitra SF.
• Account Current Account - PNB Vaibhav, PNB Gaurav, PNB Smart Roamer.
• Fixed Deposit Schemes - Spectrum Fixed Deposit Scheme, Anupam
Account,Mahabachat Schemes, Multi Benefit Deposit.
• Scheme Credit Schemes - Flexible Housing Loan, Car Finanace, Personal
Loan, Credit Cards.
• Social Banking - Mahila Udyam Nidhi Scheme, Krishi Card, PNB Farmers
Welfare Trust.
• Corporate Banking - Gold Card scheme for exporters, EXIM finance.
• Business Sector - PNB Karigar credit card, PNB Kushal Udhami, PNB
Pragati Udhami, PNB Vikas Udhami
 ALLAHABAD BANK

• In April 24, 1865, the Bank was founded at the

confluence city of Allahabad by a group of Europeans.
• In October, 1989, United Industrial Bank Ltd. merged
with Allahabad Bank.
• In February, 2007, the Bank opened its first overseas
branch at Hong Kong.
• In March 2007, bank's business crossed Rs.1,00,000
crores mark.
 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
 UNION BANK OF INDIA

• Union Bank of India was inaugurated by

theFather of the Nation, Mahatama Gandhi,
onNovember 11, 1919.
• It 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.
 Services
Deposits • Atm Banking
Accounts Tele Banking
Loans
• Online Demat Trading
Cards
Insurance Cash Management Services
Cash Management Service Mutual Funds
Mutual Funds Railway Tickets Booking
Demat 8% Tax Saving Bonds
ATMs
E Banking Or Online
Public Provident Fund (PPF)
Banking Direct Tax Collection
Remittance Service Central Excise and Service Tax
Bill Payment Service
Tax Payment Service
Collection Services
Special Savings Schemes for Senior