Customer Relationship Management: Group - 3 Anesha Sharma Anurag Mathur Bharat Kalra Mansi Saluja Shashank Sharma

Customer Relationship Management
of
GROUP -3
Anesha Sharma
Anurag Mathur
Bharat Kalra
Mansi Saluja
Shashank Sharma
CRM TECHNOLOGIES
SBI Homepage
1 One click navigation
2 Useful information like branch

locator
Help line facilities for
3 customers
4 detailed corporate profile, annual

report, etc.
CONTINUED….
The Bank will migrate from distributed to centralised computing
Core Automated Treasury and Risk Management systems

Branch integrated into the Core Banking System
Banking
Computer
System
isation
Multiple delivery channels
Customer Enquiry Terminals in Branches to answer queries

on accounts
ATMs
Prompt execution of standing instructions

OTHER TECH BASED OFFERS
Society For Worldwide A.MICR CHEQUE
STATE BANK
Inter-bank Financial PROCESSING
COLLECT
Telecommunication SYSTEM
• aimed at providing • Faster, reliable, error- • Facilitates faster and
‘same day’ free transmission of error free clearance of
credits/debits for Fund Transfer cheques, with
telegraphic transfers messages / data and electronic imaging for
and collections automatic bilateral future reference
• Facilitates key exchange
instantaneous • Guarantees 100%
electronic transfer of security on
funds transmission of
• Facilitate expeditious message on the
reconciliation of network
outstanding entries in • Helped faster and
DDP automated message
cheques/dividends transmission
MOBILE USE FOR CRM
SBI Phone Banking
Aims to provide convenience for

1 customers at the touch of a button
2 Allows customers access their

bank accounts through telephone
3 A huge pool of services offered on a

click of button
4 General Information on bank products

also available
CRM AND CUSTOMER METRICS
Customer Acquisition
Net Promoter Score
Rate thru’ Referrals
• The result of this score tells the bank how likely a
customer would be to recommend his/her bank to • Customer satisfaction should never be confused
any of his/her friends or relatives with customer loyalty, particularly in the banking
industry. Just because a customer says he or she
• The net promoter score is determined by
is satisfied, this does not necessarily mean that
subtracting the percentage of detractors from the
customer could refer their bank to others
percentage of promoters
• This information can be obtained by conducting a • An effective method to gauge customer loyalty
survey and simply asking a customer how likely he is to determine the percentage of customers
or she is to refer his or her to friends/relatives, using growing the number of accounts with your bank
a scale of 1-10
CONTINUED….
Customer Retention Customer Effort

Rate Score
Retention rates show that your existing clientele has a
strong foundation and are not going to switch boats
soon. It is calculated by measuring how many • CES gives the bank a picture as to how much
customers you have retained over a period (can be efforts customers are put in engaging with the
annual, monthly or weekly) versus the attrition
bank’s service teams
(customers who left) rate
Customer Retention Rate = ((CE-CN)/CS) x 100 • CES considers repeat calls, transfers and
medium switches. This is important as there is
CE = number of customers at end of period active involvement of the customers
CN = number of new customers acquired during period
CS = number of customers at start of period
HRM PRACTICES AND ORGANIZATIONAL
STRUCTURE FOR CRM PRACTICES
Compensation Customer-oriented compensation focuses the effort of both
employees and managers towards providing world class service
resulting high concerned for customer satisfaction
Motivating Employees should be motivated in such a way that they focus
employees not only on mere performance but also on customer satisfaction
Training and Customer oriented-attitudes and values prompt a sort of

development behaviour in the employees which is valued by the customer
resulting in customer satisfaction
Employee Empowered employees are more likely to exhibit customer-
empowerment oriented behaviour because they become more flexible and
adoptive in the face of changing customer needs
Evaluation of SBI conducts a particular type of employee evaluations termed
employees as behaviour-based employee evaluation which bears much
implication on customer satisfaction

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Customer Relationship Management

1 One click navigation

2 Useful information like branch

4 detailed corporate profile, annual

Core Automated Treasury and Risk Management systems

Customer Enquiry Terminals in Branches to answer queries

Prompt execution of standing instructions

Aims to provide convenience for

2 Allows customers access their

3 A huge pool of services offered on a

4 General Information on bank products

Customer Retention Customer Effort

Training and Customer oriented-attitudes and values prompt a sort of

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