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Customer Relationship Management: Lecturer: Pham Quoc Luyen Presented By: Group 3
Customer Relationship Management: Lecturer: Pham Quoc Luyen Presented By: Group 3
MANAGEMENT
Lecturer: PHAM QUOC LUYEN
Presented by: Group 3
Members
TRẦN THỊ HỒNG CẨM
NGUYỄN THỊ THUÝ DUY
NGUYỄN KHÔI NGUYÊN
NGUYỄN HUỲNH GIA THỊNH
ĐOÀN THỊ THU MINH
VÕ NGỌC TRÚC VY
NGUYỄN CẨM THƠ
Summary
- TRẦN THỊ HỒNG CẨM -
PILGRIM BANK
I need to do some analysis to figure out wether online customer are better customers for the
bank and what the implications are for our online banking product. As a first step, I was thingking
about comparing balance levels between online and office customers.
Raines responded,
Balance are only part of the story. If you are interested in how profit directly. You dont need to
use balances as a proxy for profit, as balances are s subet of our customer profitability measure,
which we have been assessing at the customer level for the past two years. Roughly we calculate
customeR profitability at Pilgrim with a petty straighforward formula:
REVENUE
Loan interest &
base lending rates
Investment income
from deposit balances
03 01
02
Fee income
Nguyễn Thị Thuý Duy
COST – TO –
SERVE
Managing
Customer
Profitability
“Large, diverse sets of information that This makes the bank with such a
grow at ever-increasing rates.” full picture of their customer’s
personal information.
Đoàn Thị Thu Minh
The bank collect customer psychology data from feedback through media survey
about customer service experience, level of satisfaction with the bank’s policies,…
Đoàn Thị Thu Minh
CUSTO-
MER
PROFILE
CRM deployment
- VÕ NGỌC TRÚC VY -
Võ Ngọc Trúc Vy
ADVANTAGES
Integrating with their other systems
Alan Green got the helps from Jane Raines and Erica Dorstamp
Combine information from different departments and make
data transfer and access much easier
Determine data
Green spend almost time to find and determine data
To empower users and maximize workflow efficiency
DISADVANTAGES
01 Too much required input
Although having demographic information of 30,000 customers,
Green are not certain that what he would do with it
Cost
04 They found difficulties in estimating costs at the customer level
Results
- NGUYỄN CẨM THƠ -
Nguyễn Cẩm Thơ
Limitation
01 Companies may sometimes have erroneous data regarding the customers.
Implementing CRM is often very complex and time consuming and companies
02
are often reluctant to implement it.
Conduct more exploration and research into what makes a more profitable
customer, so that the customer will feel more satisfied. Since the bank does not
have an insight because no relationship exists between online uses and profitability,
we cannot leverage it using fees or rebates.
Recommendation
Lesson
- NGUYỄN KHÔI NGUYÊN -
Nguyễn Khôi Nguyên
How will you attract new leads, manage How will you keep your customers,
ongoing deals, and manage customer ensure they continue to use your
relationships? services, and identify your brand
and values?
Thanks
for watching!