Crm Activities by SBI

The presentation is about the CRM activities of SBI. This ppt also provide various statistics on why CRM is importance.

1. CRM activities by sbi Shubhrat Sharma

2. Agenda General statistics Crm by sbi prism Crm at sbi

3. 1% die 3% move away 5% develop other friendships 9% leave for competitive reasons 14% are dissatisfied 68% quit because of an attitude of indifference

4. Why CRM: Increasing awareness Increasing affluence in the emerging economies Customer Diversity Technological Advances Process Alternate Delivery Channels Communication Increased number of products in the long run Helps in understanding needs of customers

5. The Value of the Relationship Customer Relationship Management Duration of Customer Relationship Value

6. Targeting Acquisition Retention Expansion Customer Relationship Management can be simply defined as everything involved with managing the customer relationship. Who do we target What segments are most profitable What segments match our Value Proposition What is the best segmentation strategy for us / our industry What is the best channel for each segment What is the acquisition cost for a channel / segment Do certain channels deliver certain types of customers Cost effective acquisition How can we retain What is our average CRM length How can we hold customer for as long as possible What is the most cost effective method of retention How many products does our average customer buy How can we induce our current base to buy more products Who are the prime targets for expansion What is the cost of expansion

7. A T M Cum DEBIT CARD / SME DEBIT CARD MOBILE BANKING INTERNET BANKING GREEN REMIT CARDS / INSTA DEPOSIT CARDS CASH DEPOSIT MACHINE GREEN CHANNEL COUNTER SELF SERVICE KIOSK CONTACT CENTRE

8. Availability of 24X7 service To cater to the needs of younger generation. Quicker and convenient transactions. Paperless / Environment friendly to a great extent. TXNs at time and place of customers' choice Decongestion of Branches Cheaper transaction costs.

9. 10% of life is made up of what happens to you. 90% of life is decided by how you react. Employees of SBI use this rule to react their customers demands and queries better .

10. Problem Value I II III IV Exit Ring fence Protect & leverage Problem identification Nurture Low High High