CRM Solutions. Banking Sector

Transcription

1 CRM Solutions Banking Sector BY COMMUNICATION PROGRESS

2 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

3 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

4 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

5 Distinct 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. A need to tailor marketing activities to these different, equally important markets Build relationships and interactions among different markets

6 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

7 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

8 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.

9 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

10 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

11 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

12 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

13 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.

14 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 gateway, website integration forms and plugins to create leads automatically through web-services

15 OpenERP CRM Features Run Marketing Campaigns : OpenERP CRM allows you to automate your lead processing using marketing campaigns that automate s 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 s 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.

16 CRM Workflow in OpenERP Run campaign Get leads Qualify leads Follow up opportunities Statistics and forecast

17 OpenERP Demo System Visit 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

18 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

19 Simplicity Value Agility

20 Microsoft Dynamics CRM Overview Microsoft Dynamics CRM 2011 will deliver "The Power of Productivity" through familiar, intelligent and connected experiences for people inside and outside an organization. People Process Ecosystem Enhance Insight Make It Easier Extend Connections

21 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

22 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

23 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

24 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 alerts. Flexibility to deploy Microsoft Dynamics CRM 2011 either on-line or on-premises. Agile

25 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

26 RoleTailored User Experience RoleTailored user experience Self-service business intelligence and reporting Notifications and alerts from workflows

27 Flexible Deployment Support your business today and tomorrow with flexible deployment alternatives. Selection of governance models Cloud-based services On-premises and partner hosted Flexible solution architecture Partner hosted On-premises

28 Integrated Collaboration Connect employees, customers, suppliers, and partners easily through integrated collaboration capabilities. 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

29 CRM Dynamics 2011 Demo System Visit Use username=commprogdc\demo and password=demo to login

30 The Right Team Original and effective development methodology Deep knowledge of enterprise business processes Innovative & Fast Learning Microsoft Silver Application Development Competency Microsoft Silver Content and Collaboration Competency MCTS (Microsoft Certified Technology Specialists): o SharePoint Development o SharePoint Administration and Configuration References in the Banking Sector o Web Development A team of eight software developers One mobile developers team joining soon! o Database Management o Microsoft Project 2010 Use our software solutions to accomplish your business goals!

31 Thank You! More Information