Contents
Executive summary on CRM solutions- Introduction on CRM systems
- Customer relationship management (CRM)
- Types of CRM
- Classification ofCRM programs
- Types of CRM
- Why CRM?
- Benefits and drawbacks of implementing CRM
- How to implement CRM?
- CRM in banking industry
- Banking industry ECRM model
- Value proposition of ECRM in banking
- Conclusion on CRM system
- Appendices on CRM solutions
- References of CRM
Description
This paper has been prepared to summarize the learning on Customer Relationship Management (CRM) and its implications in banking industry. Banking industry is growing very rapidly and so are the strategies and modes of reaching customer, serving them better, capturing new and retaining old customer. Banks have followed a number of such programs and procedures. Having realized need of CRM long back, banks have implemented CRM strategies but still more is to be done because of the present ever-changing world of Internet and technology.
