Putting retail CRM into corporate action

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1 Putting retail CRM into corporate action How retail CRM tools can help to steer your corporate business 3 rd Annual Retail Banking Asia Pacific Conference Singapore, January 30, 2013 Christian Wolf, Director of Sales Management & Service Models Raiffeisen Bank International, Austria

2 Raiffeisen Bank International (RBI) at a glance n Leading corporate and investment bank for top 1,000 customers in Austria n Leading universal bank in CEE with the biggest network of branches n Domestic market is Austria and Central and Eastern Europe, with a further focus on Asia n Stock listed on the Vienna Stock Exchange; Free float 21.5 per cent n Subsidiary banks, branches, representative offices and other financial service providers in 32 countries Key figures Total assets: EUR billion (as of June 30, 2012) Customers: ~ 14.2 million Business outlets: more than 3,100 Market capitalisation: EUR billion (as of June 30, 2012) Employees: ~ 61,000 Page 2

3 Raiffeisen Bank International (RBI) at a glance Western Europe Frankfurt London Malta Paris Stockholm Vienna CIS Almaty Kiev Minsk Moscow USA Asia Chicago Houston New York Central Europe Bratislava Budapest Maribor Prague Warsaw South-Eastern Europe Belgrade Bucharest Chisinau Pristina Sarajevo Sofia Tirana Zagreb Beijing Harbin Ho Chi Minh City Hong Kong Mumbai Seoul Singapore Xiamen Zhuhai Page 3

4 Transforming retail CRM into a corporate tool Enterprise CRM suites: Microsoft Dynamics CRM Oracle Siebel CRM Pega CRM Salesforce.com SAP.. CRM suites for small organisations: Act Capsule GoldMine InfusionSoft Nimble. Best known solutions primarily cater to business models that sell services to consumers in large volumes (retail-driven) Corporate business demands for: relationships than just contacts tailor-made solutions than just bulk products flexibility than just one process multiple responsibles than just one single point of contact CRM specialty solutions: Uniquare Business Management Astute Solutions CSS egain Software Genesys CIM Platform Software Consona Customer Service CRM Page 4

5 Transforming retail CRM into a corporate tool Adopt as much as necessary, standardize as much as possible! needs flexible CRM solution Uniquare Business Management boutique solution with a banking focus Introduced into RBI in 2006 and customized to requirements of corporate customer business Page 5

6 Operational aspects in corporate CRM Different requirements along the CRM process line Relationship Management & Sales Support Contact Management Opportunity Management Campaign Management Sales Controlling Structure of customer data master file (Legal) requirements on customer creation Managing sales potentials Managing risk Structure of customer contacts (meetings) Preparation of customer contacts (agenda, visit preparations and reports) Organizing, leading and monitoring the sales force Complex structure of sales pipeline management Various affected account and product managers Customer centric campaigning Nomination of target groups Aggregating and evaluating responses and feedback Monitoring sales force actions and transactions Monitoring sales pipeline Monitoring contact history Monitoring success Page 6

7 mock-up data Operational aspects in corporate CRM Internal participant 1 Internal participant 2 Internal participant 3 Internal participant 4 Page 7

8 mock-up data Operational aspects in corporate CRM Page 8

9 Brave enough? Retail analytics in corporate CRM Page 9

10 Brave enough? Retail analytics in corporate CRM Market Basket Analysis Customer Data Predictive Modeling ocrm CRM Data acrm Next best product consolidated MIS Revenue data Automated sales potential estimation Sales Force Monitoring Page 10

11 Brave enough? Retail analytics in corporate CRM Market Basket Analysis Page 11

12 Brave enough? Retail analytics in corporate CRM Predictive Modeling Page 12

13 Brave enough? Retail analytics in corporate CRM Segmentation and monitoring Page 13

14 Thank you for your attention! Bank of the Year in CEE The Banker, 2012 Bank of the Year in Austria The Banker, 2012 Best Bank in CEE Euromoney, 2012 Best Bank in CEE Global Finance, 2012 Best Bank in CEE & CIS region EMEA Finance, 2012 Best Bank in Austria EMEA Finance, 2012 Page 14

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