Presentation crm research
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This research report summarizes a study on customer relationship management (CRM) in the banking sector. The report outlines the objectives to examine the importance and impact of CRM on customer satisfaction. It will analyze customer perceptions of CRM technologies used by banks and offer suggestions. A questionnaire using a Likert scale will collect data on products, call centers, transaction speeds and other factors from premium customers of selected commercial banks. The findings will help understand customer responses to technologies and drawbacks affecting satisfaction levels.
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CRM presentation1-hdu.pdfetebarkhmichale Customer Centricity in Banking
Strategic plans for banks and credit unions are replete with references to their superior customer- or member-centricity. Nearly every financial institution says their competitive edge is their customer service. However, when everyone competes on the same thing – and they all claim to be the best – then the only logical conclusion is the vast majority are clearly wrong.
A large majority of banks claim they are customer-centric, even while competing with product-centric business strategies like focusing on rates and fees. Far too many banks today fail to define what customer centricity means, nor do they organize their business strategies around what customers truly want, even developing products or services customers have voiced little demand for.
When it comes to adjusting their strategy, banks have only a handful of options. They can revisit their strategy and define it differently to reflect a product-centric approach – i.e., lowest cost, unique or specialized products, etc. – or they could double-down on customer centricity and practice what they preach. Assuming they are insistent on customer centricity, what should banks do?
Definition of Customer-Centricity
First, we need to level-set with a definition of customer-centricity. According to Forbes, customer-centricity is:
“The ability of people in an organization to understand customers’ situations, perceptions and expectations. The customer should be at the center of all decisions related to delivering products, services and experiences to create customer satisfaction, loyalty and advocacy.”
Customer-centric organizations understand every facet of their customers. Many banks and credit unions measure customer satisfaction just once a year and have call center reports detailing complaints and use that limited analysis to say they understand the customer. Or, worse yet, banking executives often say they know the customers’ needs because they are a customer. There are also variations of, “I know the customer because I’m in the community,” or, “I understand millennials because my children are millennials.”
A true customer-centric organization holds the customer as the single most important point when making decisions that will affect the customer. Most publicly-traded organizations are likely to fail this test as revenue, income, cost or overall financial impact most often trump customer needs or wants. Similar attitudes abound in privately-held organizations and even credit unions, which are member owned.
If the first question when presenting a business case to the executive team isn’t “How will this affect our customers?” then the organization is not likely to be customer centric.
Characteristics of a Customer-Centric Organization
Merely saying that an organization is customer-centric and having a pithy tagline doesn’t make an organization so. Organizations that are customer-centric exhibit the following characteristics:
1. Strong Leadership and Strat
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"Great opportunities are not seen with your eyes. They are seen with your mind. "
You can see many more opportunities with your mind than many people miss with their eyes. It is not rocket science, you just need to train your mind.
12. Learn to manage risk:
Investment is not risky, not knowing the investment is risky. If you want to reduce the risk, then increase your knowledge. This knowledge will not come by going to college, it will come by reading books or sitting with people who know the investment.
13. Learn management:
The main management skills are:
Management of cash flow
Management of system
Management of people
Sales and marketing are the most essential skills. The ability to sell and the ability to communicate with another human being, be it a customer, employee, fiancé, friend, or child, is a basic skill of personal success.
14. Manage fear:
“Failure inspires winners. Failure defeats losers
#valuerokeeb
"Great opportunities are not seen with your eyes. They are seen with your mind. "
You can see many more opportunities with your mind than many people miss with their eyes. It is not rocket science, you just need to train your mind.
12. Learn to manage risk:
Investment is not risky, not knowing the investment is risky. If you want to reduce the risk, then increase your knowledge. This knowledge will not come by going to college, it will come by reading books or sitting with people who know the investment.
13. Learn management:
The main management skills are:
Management of cash flow
Management of system
Management of people
Sales and marketing are the most essential skills. The ability to sell and the ability to communicate with another human being, be it a customer, employee, fiancé, friend, or child, is a basic skill of personal success.
14. Manage fear:
“Failure inspires winners. Failure defeats losers
#valuerokeeb
"Great opportunities are not seen with your eyes. They are seen with your mind. "
You can see many more opportunities with your mind than many people miss with their eyes. It is not rocket science, you just need to train your mind.
12. Learn to manage risk:
Investment is not risky, not knowing the investment is risky. If you want to reduce the risk, then increase your knowledge. This knowledge will not come by going to college, it will come by reading books or sitting with people who know the investment.
13. Learn management:
The main management skills are:
Management of cash flow
Management of system
Management of people
Sales and marketing are the most essential skills. The ability to sell and the ability to communicate with another human being, be it a customer, employee, fiancé, friend, or child, is a basic skill of personal success.
14. Manage fear:
“Failure inspires winners. Failure defeats losers
#valuerokeeb
"Great opportunities are not seen with your eyes. They are seen with your mind. "
You can see many more opportunities with your mind than many people miss with their
Analytical CRM - Ecommerce analysis of customer behavior to enhance sales 
Analytical CRM - Ecommerce analysis of customer behavior to enhance sales Shrikant Samarth Task: You are required to choose a dataset (or related datasets) in an area of interest suitable for analyzing customer relationships.
Approach: Topic is chosen – Customer behavior Analysis in Ecommerce Industry for Enhancing Sales. Brazilian E-commerce public dataset was downloaded, cleaned and performed multiple regression in SPSS to check the relationship between the dependent variable and multiple independent variables.
Findings: Customer can be retained if the product delivered in time and if there is a delay in the product delivery, it is a duty of a seller to inform the customer for the same. The payment method has proven to be an important parameter to enhance sales over a period of time. analysis suggests on-time delivery, flexibility in payment method and good customer service would help the seller to gain customer trust which would help them to convert more sales.
Tools: IBM SPSS , Excel (pivot tables and charts), Tableau
crmfinal-090720123312-phpapp01.pdf
crmfinal-090720123312-phpapp01.pdfetebarkhmichale Mmmmm
13 Teams
__
Average talent teams that get along well with each other are more productive than gifted teams that don’t get along. It doesn’t matter how well a team with low emotional intelligence is in control of the numbers. They can’t even decide what to try to do.
14 Stress
___
Difficulties at work and in our relationships put us under stress. Stress makes it difficult for us to find solutions to problems. When we can’t find solutions to problems, we get more stressed. To get rid of this dead end, we need to know how to manage our stressful situations.
15 Marriage
____
The secret of long and happy marriages is sincerity in your feelings. If your marriage was not built on this basis of intimacy from the very beginning, it will begin to crack over the years. Even small problems become unsolvable. You have to be emotionally open at the beginning of the road.
16 Leadership
______
Leadership does not mean dominance. Leading your colleagues to a common goal and making them believe in the reality of this purpose. Successful leaders are those who can keep their team’s motivation alive for many years. You have to make them desire the work to be done.
17. Emotions Are All Normal
___
Anger, hatred, love, happiness… You can understand when and under what circumstances these feelings will emerge by following yourself. You may have these feelings depending on how you interpret the events you encounter. The important thing is to be able to react independently of your feelings. You may find yourself making promises that you cannot keep because you are happy, or you may resort to violence when you are angry.
18/ Being able to Express Your Emotions
____
Not everyone’s level of empathy can be very good. You may be in a difficult situation immediately. You may feel bad, but people may not understand it. In these situations, you may need to express your feelings a little more directly.
19/You Are Not Your Emotions
______
Keep doing what you need to do, no matter how you feel. Success is achieved by people who cannot give up no matter what their feelings and thoughts are. Don’t let your feelings affect your actions.
20/ Timing
__
As soon as you feel a different emotion, try to think before you act. Because emotional intelligence moves faster than rational intelligence, it can make you act irrationally and make you say any unnecessary words.
Thanks for reading
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Book:- https://amzn.to/3XsVTz2.
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powr point final
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CRM, Customer Satisfaction and Loyalty in the Telecommunication Industry in A...
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customer satisfaction on airtel
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3e779 Module I
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Crm system (nbfc sector)
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3 New ways to Improve and Understand your Customers Experience
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160831 webinar on customer satisfaction (public)
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Presentation crm research
- 1. RESEARCH REPORT CUSTOMER RELATIONSHIP MANAGEMENT IN BANKING SECTOR GROUP MEMBERS NAME: SAAD HASAN NIAZI RIAZ AHMED KAMRAN HAIDER
- 2. BACKGROUND: The information technology has inducted many new innovations within the fields of business and marketing. Information Technology has emphasized management to re arrange their plans and new plans for marketing, using websites and internet have taken place. Before 90s, organizations and banks were focusing the number of transactions made by the customers and this was the way they were following to for their sales promotion. But after the stated era, companies have shifted the attention towards the long lasting and strong relationship with the customer. Strategy to adopt e-CRM not only provides a cost effective relationship management but it is the most effective solution for the retention of the customer.
- 3. PURPOSE OF THE REPORT: Purpose of our research is to study the implementation of analytical CRM in the banking sector, through technologies used for CRM by the bank and the satisfaction level of customers by using these technologies.
- 4. OBJECTIVES OF THE STUDY : The main objective of the study is to examine the importance of CRM in banking sector, and its impact on the ‘Customer Satisfaction’. The other specific objectives of the study are: To review the literature on the concept and use of CRM in banking sector. To analyze the perception of customer on CRM as a tool of banking sector in retention of customers. To offer pertinent suggestions based on the findings of the study.
- 5. RESEARCH QUESTIONS: What are the technologies used by banking sector to get the customer attentions? What strategies are used by the banks for CRM? What are the responses of customers by using these technologies? What are the Draw backs in baking sector which effects Customer Satisfaction level?
- 6. METHODLOGY: Our case study is comparative and analytical one through the perceptions of the customers of the selected banks. Will be collected through a well structured qualitative questionnaire from the selected banks. A Questionnaire will be formed from different literature suit the setting in the banking sector. Perceptions on CRM practices are measured by using 3 point Likert scale as follows:
- 7. Continue… 1= Completely Dissatisfaction; 2= Dissatisfaction; 3= Neither Satisfaction Nor Dissatisfaction; 4= Satisfaction; 5= Completely Satisfaction. Questions that will be asked from the customers will be used from the following broad category. • Products and services used by customers, • Call centers,
- 8. Continue… • Speed of processing transactions, • Response time of query, • Security issues with internet banking, online shopping etc., • Convenience, • Trust.
- 9. POPULATION: For this type of research work we have to select all premium customer of commercial banks.
- 10. SAMPLE: Sample size depends on number of customer visited in bank per day.
- 11. LIMITATION: Learning CRM requires training. Workers may complain about its complexity, and company will have to use resources teaching workers how to use it.