Developing relationships with clients
"How to increase profits, which they bring my clients?" - this question asked by many managers of banks. One of the most effective ways to address this issue is to use in their activities of the specialized methods and tools for developing relationships with customers - CRM-tools.
CRM-tools allow you to solve various business problems:
1. Significantly reduce customer churn from the bank due to:
* Diversified product offerings
* pre-emptive offer of extension products, services, participation in marketing campaigns to clients who are prone to an outflow
* efficient processing and respond to the claim / application clients
* parsing of complex situations specially selected managers
2. Increase the profitability of each client by:
* and additional cross-selling
* mass notification system (for example, about a new product the bank)
* reduce the arrears
* automated client receiving applications
3. Increase customer loyalty
4. Optimize the sales process as a whole
The effective application of CRM-tools in their work to the collection, structuring, storage and analysis of large amounts of diverse information about their customers, and then apply the specialized techniques for efficient processing of this information. We offer our customers an automated CRM-system , which allows the bank to a new level relationships with their customers:
* collect and store all necessary information - to create a knowledge base on customers
* carry out marketing activities in various formats, such as sending reminders on the term loan repayment to individuals
* establish an effective information-referral service
* to offer diversified products to different customer segments, selected according to certain criteria
* improve the quality of customer service
* an analysis of their activities in parts of working with clients
* schedule the download sales managers
Our CRM-solution includes:
Example of using the CRM-system in the Bank: Hold Deposit Bank regularly offers customers open season promovklady for 3 months with increased interest. According to statistics prior to the introduction of CRM-system care clients from the Bank after the expiration of these deposits is about 50%.
After the introduction of CRM-systems:
1. Was carried out customer segmentation by volume of deposits, currencies and other banking products (primarily credit and bank cards). In addition, analyze the history of customer data.
2. Identified several customer segments, each of which has done a special product offer.
3. All customers who opened promovklady, a week before the end of that period the operators of contact centers make the call with a proposal:
* customers with deposits of more than 1 million rubles or 35 000 USD / Euro offered VIP-Service and a gold plastic card as a gift;
* Customers who have to account no more than 300 thousand rubles, but in a 2-s time opens the season contribution, offered to place funds for longer term (6 to 12 months) and free plug-service Internet banking;
* Clients with contributions from 500 thousand to 1 million rubles, reallocating their funds in the bank, credit card offers with a 3-month grace-period;
* other groups of customers to simply pererazmestit funds for longer term (the rate was at 0.5% above the current).
As a result of the CRM-stock churn of the Bank amounted to only 25%, ie reduced by half.
Our CRM-solution is successfully implemented and operated in the Russian banks, including:
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