1. Consumer knowledge.
2. Sales Effectiveness.
3. Customer Retention.
4. Customer Segmentation.
5. Product presentation.
6. Customer fulfillments.
7. Customer acquisition.
8. Channel Management.
9. Marketing Intelligence.
10. Campaign Management.
The CRM technology has been a massive influence in banking services. It has resulted in hyped gains in the banking sector.
CRM has emerged as a distinct phenomenon specifically with relation to banking. Banking sector involves a huge chunk of data, CRM technology helps in analyzing the data and provides useful information from that data.
There are thee major S's associated with banking in relation to CRM which make a great impact on improving the banking performance, i.e. Size, Speed and Service. In order to improve these three, improvement in CRM technology is must like ATM's and e-banking.
The various queries which can be solve online are:( i.e. why necessary).
It can support comprehensive range of products, from consumer deposits and accounts to loans, remittance, foreign exchange, credit cards and securities services. It enables face-to-face branch services, Internet interface and ATMs interface of all services.
1. Traveller's Cheques: Buy and Sell.
2. Time Deposit: Application Granting Rollover Renewal Redemption Predetermination.
3. Funds Transfers: Domestic Payments, International Payments.
4. Savings Account: Deposit, Withdrawal, Cheques, Transfers.
5. Securities: Bonds, Mutual Funds, Shares Purchases Sales.
6. Current Account: Deposit, Withdrawal, Cheques, Transfers.
7. Loans: Application, Granting Loans, Receipt, Draw Downs Repayments.
8. Foreign Currency: Buy and Sell.
9. Credit Cards: Applications Enquiries.
E-CRM in banking can maintain online 360 ∘ customer profile, complete with collaborative sales and marketing tools in enabling banking institutions to optimize interaction with each customer.
Despite increasing focus on ROI and cost control, retail banks need to continue investing in key areas such as CRM to build competitive advantage and to reap the benefits of previous investments.
