Competition and globalization of banking services are forcing banks to be productive and profitable. To retain High Net Worth individuals, banks should focus strongly on relationship management with customers. Innovative Customer Relationship Management (CRM) strategies and cutting edge software can help, to a great extent, in achieving the desired results. To provide customized services, banks are opening Personalized Boutiques which provide all the required financial needs of a customer. The entire service industry is now metamorphosed to become customer- specific. In this context, the management of customer relationship in financial services industry demands special focus. Gone are the days when customers at a bank did not mind the long serpentine queues and waited patiently for their turn with a token in their hand. In today’s Internet era, no one has the leisure to wait. In this context, online banking is assuming a great significance. Today, banking is more customer-centric, unlike Continue reading
Customer Relationship Management
Customer Relationship Management (CRM) – Definition, Benefits and Challenges
Customer Relationship Management (CRM) as the name suggests, the primary focal point is placed on the customer. The key objective is to increase customer value over time by increasing customer loyalty. If a company develops better customer relationships, it also improves business processes as well as its profits. In general, CRM is a more efficient automated method used to connect and improve all areas of business to focus on creating strong customer relationships. All forces are coupled together to save, improve, and acquire greater business to customer relationships. The most common areas of business that are positively affected include marketing, sales, and customer service strategies. Customer Relationship Management (CRM) helps create time efficiency and savings on both sides of the business spectrum. Through correct implementation and use of CRM solutions, companies gain a better understanding of their strongest and weakest areas and how they can improve upon these. Therefore, customers Continue reading
Need of Customer Relationship Management (CRM) in Banks
Retail banking refers to mass-market banking where individual customers typically use banks for services such as savings and current accounts, mortgages, loans (e.g. personal, housing, auto, and educational), debit cards, credit cards, depository services, fixed deposits, investment advisory services (for high net worth individuals) etc. Before Internet era, consumers largely selected their banks based on how convenient the location of bank’s branches was to their homes or offices. With the advent of new technologies in the business of bank, such as Internet banking and ATMs, now customers can freely chose any bank for their transactions. Thus the customer base of banks has increased, and so has the choices of customers for selecting the banks. This is just the beginning of the story. Due to globalization new generations of private sector banks and many foreign banks have also entered the market and they have brought with them several useful and innovative Continue reading
Customer Relationship Management (CRM) in Indian Banking Sector
In recent years, a rapid revolution is transforming the banking industry around the world. In early 1990s, banks and other financial intermediaries have been affected by greater risk and sharp competition due the wave of deregulation in India. Due to cross-border flows and entry of new players and products, banks are forced to adjust the product-mix and modify their processes and operations to remain competitive. Also, better tracking and fulfillment of commitments, multiple delivery channels for customers and faster resolution of incoordination is possible due to extensive use of technology. Today banks are market driven and market responsive and every bank’s CEO is more concerned about how to increase or at least maintain the market share in every line of business against the backdrop of sharp competition. Additionally, the entries of multiple channels and new players have made customers (both corporate and retail) more perceptive and less loyal to banks. Continue reading
The 7 Core Principles of Customer Service
In any field either business, company or an institution they are usually guided by the principles of customer service. These principles help them improve the services and maintain a good relationship with their customers. Here are some of the principles of customer service that are core in any business or company. Through the core services, customer service techniques will govern the organization of the quality of service. The seven principles of customer service include; speed, accuracy, clarity, transparency, accessibility, friendliness and efficiency. Speed: This has been critical to many organizations. Through speed and responsiveness, it will determine the quality of service provided in an institution. As one may know, the ability to respond to the customer need has an impact on both the customer satisfaction and dissatisfaction. For companies to improve on their customer service, they ensure they have good responsiveness. There are various types of responsiveness which include first Continue reading
Importance of Customer Service Policies in Hospitality Industry
It is a matter of fact that in today’s world customer service has an important role in determining the profitability and the reputation of a business organization that operates in travel and tourism industry. It can surely be said that it is one of the major factors that provides a competitive advantage to a business organization whose management effectively implement various customer service policies in the workplace. The business leaders of the organizations like hotels, restaurants and membership clubs thus should stress on introducing various customer service policies in their organizations. in this regard it should be mentioned that not only business organizations operating under travel and tourism industry, but the managements of all types of business organizations should think about introducing effective customer service policies in the organizations so that their enterprises can experience better productivity along with increased reputation and profitability due to higher customer satisfaction level. In Continue reading