أنشئ حسابًا أو سجّل الدخول للانضمام إلى مجتمعك المهني.
Customer Relationship Management is really much more a human function than a technology implementation. And while banks need to constantly orient their employees and vendors towards never losing focus of the customer, technology can be harnessed to enable the human aspect to function more effectively.
Central to the system is its ability to integrate data from multiple contacts made with a single customer for various product and service1offerings. This would typically provide the bank with a birds-eye-view of the customer, his saving, spending and buying patterns. The next logical step is to use this degree view of the customer, juxtapose it against predictive, descriptive modeling and forecasting techniques in order to zero in on the best way to reach a particular customer. For E.g.: A customer whose debit card reflects frequent travel is probably best reached on his hand phone as compared to a direct mailer sent to a residential address. Additionally the solution is also capable of performing market basket analyses to predict which customers will be good candidates for cross-sell opportunities. After analyzing demographics, purchase history and other significant data, it creates profiles of common customer behavior patterns basis which current as well as new customers can be approached with specific products rather than random ones.
Implementing an enterprise resource planning (ERP) system proven to have visible benefits (business integration, reduce operational cost, business flexibility and much more) that can be seen by many organizations.
