CRM Solutions. Banking Sector

CRM Solutions

Banking Sector

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

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

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

Distinct Markets

A need to tailor marketing activities to these different, equally important markets

 Build relationships and interactions among different 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

Banks’ Strategic Goals

 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

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

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.

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

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

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

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

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 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 email gateway, website integration forms and

OpenERP CRM Features

 Run Marketing Campaigns : OpenERP CRM allows you to automate your lead processing using

marketing campaigns that automate emails 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 emails with OpenERP CRM. Create new

leads from outlook, zoom the customer or the document etc.

CRM Workflow in OpenERP

Run campaign

Get leads

Qualify leads

OpenERP Demo System

• Visit http://erp.commprog.com • Select erp_demo as the database

in the upper corner

• Use username=akoci and

password=akoci to login

• Access CRM dashboard by clicking

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

Microsoft Dynamics CRM Overview

People

_Process

Ecosystem

Enhance Insight Extend Connections Make It Easier

Microsoft Dynamics CRM 2011 will deliver "The Power of Productivity" through familiar,

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

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

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.

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 Email alerts.

Flexibility to deploy Microsoft Dynamics CRM 2011 either on-line or on-premises.

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.

RoleTailored User Experience

• RoleTailored user experience • Self-service business intelligence

and reporting

Flexible Deployment

• Selection of governance models • Cloud-based services

• On-premises and partner hosted • Flexible solution architecture

Support your business today and tomorrow with flexible

deployment alternatives.

Integrated Collaboration

• 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

Connect employees, customers, suppliers, and partners easily

CRM Dynamics 2011 Demo System

• Visit http://crm.commprog.com • Use

The Right Team

 Original and effective development

methodology

 Deep knowledge of enterprise business

processes

 Innovative & Fast Learning

 References in the Banking Sector

 A team of eight software developers

 One mobile developers team joining soon!

 Microsoft Silver Application Development Competency

 Microsoft Silver Content and Collaboration Competency

 MCTS (Microsoft Certified Technology Specialists):

o SharePoint Development

o SharePoint Administration and Configuration

o Web Development

o Database Management

o Microsoft Project 2010

Thank You!

More Information…

 http://www.commprog.com