The CRM that Defines Innovation. Bill Armistead, Product Sales Specialist CONNECTIONS

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1 The CRM that Defines Innovation Bill Armistead, Product Sales Specialist CONNECTIONS

2 The CRM that Defines Innovation What is CONNECTIONS? CRM (Customer Relationship Management) Enterprise-wide, web-based, business solution for financial institutions Brings together comprehensive customer information to empower the FI to make informed decisions about its customers, employees and the institution as a whole How does CONNECTIONS work? Pulls together customer information from the core, and other systems within the FI, in order to aggregate all account information Gives one holistic view of the customer relationship 2

3 From the Ground Up The Foundation of CONNECTIONS Web-based solution eliminates the need for costly servers and maintenance Nightly interface with the core processing system to provide up-to-date account information for each customer relationship Interface with third-party customer information (trust, mortgage, insurance, etc.) to view a composite relationship with the customer The Building Blocks of CONNECTIONS Automated householding based on name, address, tax ID number and links within the core Acquisition of demographic data on each household to build customer profile 3

4 Know your Customer Managing customer relationships Consolidate customer records from all sources to better understand the overall relationship with the customer View the history of each customer including accounts opened, maturing and closed Track referrals and recommendations made to the customer View contacts with the customer including personal meetings, phone calls and correspondence to the customer Increase cross-selling by providing the front line with prompts identifying next best product Understand the profitability of each account and household 4

5 Sales Management Create a sales culture and manage the sales process Record all contacts with customers and prospects with an enterprise-wide contact management system Receive alerts for scheduled follow up activities and appointments Track sales from the initial call to account closing Manage the sales process with custom sales reports sorted by employee, team, location and selected time period View real-time pipeline reports sorted by employee, team, offer and location Receive sales alerts identifying past due contacts, past due closes, third-party referrals, referrals not followed up, significant new deposits, etc. Track employee activities using customized incentive plans in order to reward them for their performance 5

6 Database Marketing Increase customer retention with consistent communications Utilize marketing specialists to assist in the design, mail and printing of customized professional communications Increase the retention of the most profitable customers through enhanced database marketing communications Increase the number of services per customer using proven targeted marketing messages via or mail Measure the results of each marketing campaign through automated ROI calculations Cross-sell new customers with the next best product through strategic marketing messages Measure customer satisfaction with paperless digital survey tool 6

7 Profitability Know which customers are the most profitable Implement customized transactional-based profitability system that balances to the general ledger each month Calculate the monthly profit of each product, account, household and branch Rank the profitability of customers from most profitable to least profitable Profile the most profitable customers in order to identify the type of customer the bank should target Calculate the profitability of deposit and loan products using various What if pricing scenarios Project the 12-month profitability for the life of the loan or deposit accounts 7

8 High Yield Checking Provide customers with a checking account that pays premium interest rates in exchange for meeting specific criteria Suggested criteria Direct deposit Online bill pay E-statement Valid on file Number of debit card transactions Benefits to the bank Increased institutional profitability Increased average daily balances Increased customer retention Increased addition of new customers 8

9 Demo Presentation of Connections

10 Thank You Bill Armistead

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