CRM for Banking - Introduction

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Information about CRM for Banking - Introduction
Business & Mgmt

Published on March 15, 2014

Author: WimGeukens

Source: slideshare.net

Description

CRM in Banking - Introduction of the concepts

FEBRUARY 21, 2014 | SLIDE 1

FEBRUARY 21, 2014 | SLIDE 2 Wim Geukens, CRM Division Manager WELCOME

FEBRUARY 21, 2014 | SLIDE 3 AGENDA 13:30 14:30 15:45 16:30 13:45 15:15 17:15 Q & A 17:30 Drink Coffee Break

FEBRUARY 21, 2014 | SLIDE 4 David Devogele, CRM Solution Sales INTRODUCTION 13:30 - 13:45

FEBRUARY 21, 2014 | SLIDE 7 BANKING INDUSTRY TODAY Turbulent market & image problem More regulations - Compliance Less customer loyalty Increased global competition & new “banking” models e.g. Crowd Funding Need to increase profitability • Reduce costs • Improve productivity & efficiency Phishing Less branches, more channels & self services Customer empowerment Mobile Banking BUT ALSO OTHER IMPORTANT CHANGES, LIKE

FEBRUARY 21, 2014 | SLIDE 8 CHALLENGES AND PAINS FOR THE BANKING INDUSTRY

FEBRUARY 21, 2014 | SLIDE 9 BANKING INDUSTRY TODAY

FEBRUARY 21, 2014 | SLIDE 10 On the Web and on Mobile the customer isn’t king – he’s a DICTATOR  Highly impatient  Skeptical  Cynical Technology shift : new customer behaviour  Mobile Apps & Mobile Wallet  Social Media (e.g. to share a service complaint)  Online information (e.g. to compare)  Visit a branch 85% less (2013 <-> 1995)  New “banking” models (e.g. ambassadors, crowd funding) So, it’s very important to think customer centric THE NEW CUSTOMER

FEBRUARY 21, 2014 | SLIDE 11 TOWARDS CUSTOMER CENTRIC MODEL

FEBRUARY 21, 2014 | SLIDE 12 TOWARDS CUSTOMER CENTRIC MODEL

FEBRUARY 21, 2014 | SLIDE 13 FINANCIAL SERVICES: SOME REFERENCES

FEBRUARY 21, 2014 | SLIDE 14 THANK YOU FOR YOUR PRESENCE SB Consulting NEXT … • Please complete your evaluation form and get a small gift • Then join us for a drink

FEBRUARY 21, 2014 | SLIDE 15 THANK YOU For more information: visit our website WWW.REALDOLMEN.COM/crmbytraviata Follow us on @RealDolmenCRM +32 2 801 52 50

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