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CRM Solutions Banking Sector
BY COMMUNICATION PROGRESS
Agenda Changing Sales/Marketing Trends
Distinct Markets
Banks’ Strategic Goals
Introduction to CRM
CRM as a Business Strategy
Design an effective segmentation Schema
CRM Success Factors
CRM Solutions by CommProg OpenERP CRM
Microsoft Dynamics CRM 2011
Changing Sales/Marketing Trends
Customers put increasing emphasis on services and value beyond core products
Particular customer needs
Business relationships tend to last based on trust and commitment
IT has moved to the front end, connecting businesses and customers in a seamless network
Changing Sales/Marketing Trends
Traditional Transaction marketing through 4Ps (Product, Price, Promotion ,Place) not as effective any more
All current trends point to cooperation as a fundamental, growing force in business.
Modern marketing is carried out through relationships, networks and interactions…
New marketing strategy is about integrating the customer into the design of a product/service
Banks need to create value beyond core product by adding tangible and intangible elements to it
Distinct Markets A need to tailor marketing activities to these different, equally important markets
Build relationships and interactions among different markets
Customer Market: Individuals and Industries
Referral Market : Individuals and Industries
Supplier Market: Collaboration Partners
Influencer market: individuals, organizations, or institutions with a direct impact on the business
Internal Market, comprising an organization's own employees.
Banks’ Strategic Goals Treat clients as individuals, not just as ‘group’
Offer wider range of products and services
Use better designed communication and distribution networks, adapted to individual needs
Move from a mass orientated vision, minimizing costs and maximizing revenues, to a consumer orientated vision, developing and retaining customer relationships
Shift from defining products and market segments to identifying profitable clients with whom to implement one-to-one marketing
Position themselves: large bank, a global bank, a friendly bank, a niche bank or an efficient bank
Introduction to CRM Integration of people, processes and technology in order to ascertain total customer satisfaction
before, during and after a particular sale or service.
How it benefits your customers?
Reminiscence of the good old days when customers bought many of their needs from corner stores and they were accustomed to being personally greeted by the person behind the counter…
IT-based interactivity makes it possible for customers to have access to product and service much faster than earlier
Customers receive Banking Services as they wish:
friendliness and helpfulness
account and transaction accuracy and carefulness
efficiency in correcting mistakes
speed of services and decision process
CRM as a Business Strategy Use the customer database to cross-sell new products and services to existing customers
Employ IT technology as a means to attract, develop and retain customers
Improve service quality and let customers perceive it
Analyze different combinations of clients, products, and volumes. Understand customer’s needs – particularly their relationship needs – better than the competitors.
Have a proactive approach, which consists in creating the demand – as a result of better information – instead of just experiencing it.
Set-up a mix of distribution channels with standardized or specialized services according to the customer’s importance for the bank.
CRM as Business Strategy Analyzing past behaviors, you can direct the offers and promotions effectively and efficiently
Anticipate potential future needs of your customers
Being in possession of individuals’ financial behaviors and their lifestyle and cash availability, you can propose ‘fit to situation’ products
Identify profitable and less profitable customers
Direct less profitable clients to less costly distribution channels
Develop selection programmes and customer loyalty schemas
Dedicate particular attention to ‘predictive leavers’ and try to retain them
Design an effective segmentation Schema Make CRM accessible through all distribution networks: agencies, call centers, self banking, home banking, client service and so on.
No matter the communication channel used, log every customer interaction in CRM
Collected and centralized data from different departments provide sales with a vital input to the campaign to automate their selling forces.
Build a segmentation strategy based on: client’s attitudes and needs
socio-demographics
actual and potential profitability
behavior in terms of distribution channel use and products
Use sophisticated algorithms for segmentation correlation, causation and regression calculations to predict client’s next move
Success Factors CRM is not a bundle of software that automatically propels your organization into stardom
The Organization should have a customer centric vision and be aware of customer’s lifetime value
Investing in e-business technologies, while essential, is not sufficient to provide a competitive advantage
CRM should not be viewed only from technology perspective, it is a powerful tool in the hand of strategists
CRM Implementation should be supported by top-management as it might require business process re-engineering within the Organization
Employing the right people is a key success factor in implementing CRM
Partnering with competent technology providers who could guide you in a successful implementation
CRM Solutions by
OpenERP at a Glance OpenERP CRM Features CRM Workflow in OpenERP OpenERP Demo System CommProg Competences in OpenERP
Microsoft Dynamics CRM Overview Key Customer Scenarios Shorten Sales Cycles, Improve Close Rates, Drive Visibility? Improve Service, Reduce Costs and Maximize Value? Deliver apps faster, Reduce Costs, Improve Productivity? RoleTailored User Experience Flexible Deployment Integrated Collaboration CRM Dynamics Demo System The Right Team
OpenERP at a Glance Complete OpenERP is a comprehensive suite of business applications including Sales, CRM, Project management, Warehouse management, Manufacturing, Financial management etc.
Affordable The absence of license fees makes OpenERP very affordable. The complete set of service we provide provide great value for customers.
Modular OpenERP's unique modular approach allows customers to start with one application and add other modules later. Customers keep the benefits of an integrated software but avoid a “big bang” project.
Flexible OpenERP allows you to customize the user interface, search views, reports and manage your business processes in only a few clicks. Also the software can be deployed on site or through the web. All you need is a browser.
New generation Unlike many other ERP, OpenERP leverages new technologies such as Python and Postgres. OpenERP leverages from the power of the web and provide its unique flexibility.
Open Source: OpenERP is committed to Open Source. The software is published under the AGPL licence and the AGPL + Private Use Licence.
OpenERP CRM Features Trace Leads & Opportunities: Manage your sales team, sales funnel and track your best leads and opportunities up to the sales order.
Plan Meetings & Phonecalls: Follow-up your opportunities efficiently: Shared calendar of meetings, logs of calls, sales task etc.
Follow Quotes: Convert opportunities to quotations in one click…
Acquire Leads : OpenERP CRM provides an email gateway, website integration forms and plugins to create leads automatically through web-services
OpenERP CRM Features Run Marketing Campaigns : OpenERP CRM allows you to automate your lead processing using marketing campaigns that automate emails or paper mails.
Get Realtime Statistics : Get accurate forecasts with the OpenERP CRM business intelligence engine to analyze your sales activities.
Outlook & Thunderbird Plugins : Synchronize your emails with OpenERP CRM. Create new leads from outlook, zoom the customer or the document etc.
Be Mobile: OpenERP CRM's calendar is synchronize with iPhone, Ms Outlook or Android.
CRM Workflow in OpenERP
Run campaign
Get leads
Qualify leads
Follow up opportunities
Statistics and forecast
OpenERP Demo System
• Visit http://erp.commprog.com
• Select erp_demo as the database in the upper corner
• Use username=akoci and password=akoci to login
• Access CRM dashboard by clicking on Sales Module
CommProg Competences in OpenERP Official regional partner of OpenERP
Profound knowledge of the platform
Deep expertise of Enterprise Business Processes
Successful implementations of complex projects
Experience in extending the platform by developing additional modules
Capacity to fulfill 100% of customers needs at a reasonable price
Novel Business Model: No license, the customer only pays for implementation service
Simplicity Value Agility
Microsoft Dynamics CRM Overview
People Ecosystem Process
Enhance Insight
Extend Connections
Make It Easier
Microsoft Dynamics CRM 2011 will deliver "The Power of Productivity" through familiar, intelligent and connected experiences for people inside and outside an organization.
Microsoft Dynamics CRM Overview
Familiar: Natural and Personal Office Fluent UI Experience
Next-gen Outlook Client
Role-tailored forms and views
Advanced Personalization
Intelligent: Insightful and Actionable Real-time dashboards
Guided Process
Visual Analysis and Navigation
Connected: Collaborative and Integrated Business Connections
Contextual SharePoint
Key Customer Scenarios Sales Productivity With any challenge comes opportunity. Microsoft Dynamics CRM 2011 is uniquely positioned to
measurable business benefits for sales organizations.
Customer Care Microsoft Dynamics CRM 2011 is uniquely positioned to provide measurable business benefits for
customer service organizations in addition to sales productivity.
Extended Customer Care The Microsoft Dynamics Extended CRM framework allows organizations to extend beyond sales
productivity and customer service to provide far greater impact on business productivity
Shorten Sales Cycles, Improve Close Rates, Drive Visibility?
Microsoft Dynamics CRM offers the flexibility to quickly configure to help manage and coordinate the large amounts of information
The system will allow easy integration across other applications, including accounting and activity management.
This will minimize downtime and increase adoption because of the similar look and feel of other Microsoft Products.
Simple
Improve Service, Reduce Costs and Maximize Value?
Lower TOC and ability to integrate with existing systems.
High adoptions rates because of its similar look and feel to other Microsoft products.
Ability to access information in real time as the systems can talk to each other.
Microsoft Dynamics CRM provides a variety of customized users interfaces.
Ability to customize helpdesk ticketing system, track sales performance metrics, and automated Email alerts.
Flexibility to deploy Microsoft Dynamics CRM 2011 either on-line or on-premises.
Agile
Deliver apps faster, Reduce Costs Improve Productivity?
Deploy Microsoft Dynamics CRM and improve value to your customers with enhanced reporting and forecasting.
Experience improved efficiencies by viewing daily tasks, creating Best Practice call plans, and sharing information with virtual team members.
The system can be customized to your specific sales needs.
Microsoft Dynamics CRM offers a one stop entry point for all customer interactions from lead origination, up-sell and service.
You will have a single database to pilot and monitor marketing activities; this can lead to improved knowledge of key account managers and strategic customers.
Powerful
RoleTailored User Experience
• RoleTailored user experience
• Self-service business intelligence and reporting
• Notifications and alerts from workflows
Flexible Deployment
• Selection of governance models
• Cloud-based services
• On-premises and partner hosted
• Flexible solution architecture
Support your business today and tomorrow with flexible deployment alternatives.
Partner hosted On-premises
Integrated Collaboration
• SharePoint-based employee, vendor and customer portals
• Adaptable web services, such as Sites Services
• Microsoft Lync integration
• Creation of SharePoint collaboration sites directly from within CRM
Connect employees, customers, suppliers, and partners easily through integrated collaboration capabilities.
CRM Dynamics 2011 Demo System
• Visit http://crm.commprog.com
• Use username=commprogdc\demo and password=demo to login
The Right Team
Original and effective development methodology
Deep knowledge of enterprise business processes
Innovative & Fast Learning
References in the Banking Sector
A team of eight software developers
One mobile developers team joining soon!
Microsoft Silver Application Development Competency
Microsoft Silver Content and Collaboration Competency
MCTS (Microsoft Certified Technology Specialists):
o SharePoint Development
o SharePoint Administration and Configuration
o Web Development
o Database Management
o Microsoft Project 2010
Use our software solutions to accomplish your business goals!
