crm for banking - introduction

FEBRUARY 21, 2014 | SLIDE 1


Wim Geukens, CRM Division Manager

WELCOME


AGENDA

13:30

14:30

15:45

16:30

13:45

15:15

17:15 Q & A

17:30 Drink

Coffee Break


David Devogele, CRM Solution Sales

INTRODUCTION

13:30 - 13:45


BANKING INDUSTRY TODAY

Turbulent

market &

image

problem

More

regulations

-

Compliance

Less

customer

loyalty

Increased global competition

& new “banking” models

e.g. Crowd Funding

Need to increase profitability

• Reduce costs

• Improve productivity &

efficiency

Phishing

Less branches,

more channels

& self services

Customer

empowerment

Mobile

Banking

BUT ALSO OTHER IMPORTANT CHANGES, LIKE

http://www.google.be/url?sa=i&rct=j&q=bank+3.0&source=images&cd=&cad=rja&docid=mtHMuUxdBcYe8M&tbnid=cTKWQ7y-rHT2uM:&ved=&url=http://banknxt.com/842/are-bankers-ready-for-the-bank-3-0-reality/&ei=GNZsUe_rO-eM0wW5j4DoAg&bvm=bv.45175338,d.d2k&psig=AFQjCNFmCrGBv8WUIKfG3s1Nqv24a1se4Q&ust=1366173593375072

http://www.google.be/url?sa=i&rct=j&q=bank+3.0&source=images&cd=&cad=rja&docid=mtHMuUxdBcYe8M&tbnid=cTKWQ7y-rHT2uM:&ved=&url=http://banknxt.com/842/are-bankers-ready-for-the-bank-3-0-reality/&ei=GNZsUe_rO-eM0wW5j4DoAg&bvm=bv.45175338,d.d2k&psig=AFQjCNFmCrGBv8WUIKfG3s1Nqv24a1se4Q&ust=1366173593375072


CHALLENGES AND PAINS FOR THE BANKING INDUSTRY

http://www.google.be/url?sa=i&rct=j&q=kyc&source=images&cd=&cad=rja&docid=vkKYwAUDGK86LM&tbnid=xCZkRWYmiEVPAM:&ved=0CAUQjRw&url=http://www.primefp.in/kyc_form.htm&ei=H_MWUuXQM8va0QWvsYHgBA&psig=AFQjCNFWQxiMiDw-12O12j2GKqHXZywITg&ust=1377322127591873

http://www.google.be/url?sa=i&rct=j&q=kyc&source=images&cd=&cad=rja&docid=vkKYwAUDGK86LM&tbnid=xCZkRWYmiEVPAM:&ved=0CAUQjRw&url=http://www.primefp.in/kyc_form.htm&ei=H_MWUuXQM8va0QWvsYHgBA&psig=AFQjCNFWQxiMiDw-12O12j2GKqHXZywITg&ust=1377322127591873

http://www.google.be/url?sa=i&rct=j&q=roi customer&source=images&cd=&cad=rja&docid=0iKEfAzCC8ZQWM&tbnid=UPIJXJqRQ8yB8M:&ved=0CAUQjRw&url=http://www.refineandredefine.com/index.php/2013/07/19/measuring-the-roi-of-a-good-customer-experience/&ei=o_MWUr2aPMKI0AWciYHYDg&psig=AFQjCNHv0yTsDwE66CNcTLy7veACRaVI0g&ust=1377322261771109

http://www.google.be/url?sa=i&rct=j&q=roi customer&source=images&cd=&cad=rja&docid=0iKEfAzCC8ZQWM&tbnid=UPIJXJqRQ8yB8M:&ved=0CAUQjRw&url=http://www.refineandredefine.com/index.php/2013/07/19/measuring-the-roi-of-a-good-customer-experience/&ei=o_MWUr2aPMKI0AWciYHYDg&psig=AFQjCNHv0yTsDwE66CNcTLy7veACRaVI0g&ust=1377322261771109

http://www.google.be/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=L4bkRr-q0LOl2M&tbnid=mkqp88ixbQSXDM:&ved=0CAUQjRw&url=http://www.amlhelp.com/&ei=4vUeUtWfMse60QXekoHwCg&bvm=bv.51495398,d.ZG4&psig=AFQjCNFr2NGQAn70egkD0dPibgf8KwtrVg&ust=1377847127203017

http://www.google.be/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=L4bkRr-q0LOl2M&tbnid=mkqp88ixbQSXDM:&ved=0CAUQjRw&url=http://www.amlhelp.com/&ei=4vUeUtWfMse60QXekoHwCg&bvm=bv.51495398,d.ZG4&psig=AFQjCNFr2NGQAn70egkD0dPibgf8KwtrVg&ust=1377847127203017


BANKING INDUSTRY TODAY

http://www.google.be/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=xByzqo5R7goW7M&tbnid=hV94_EcUieAyVM:&ved=0CAUQjRw&url=http://www.infosysblogs.com/finacle/2013/03/risk_management_and_the_role_o.html&ei=fvUeUo_LGMGb0QW2p4GQDQ&bvm=bv.51495398,d.ZG4&psig=AFQjCNEutazkxrC-9K6uy_z7cvnqajn1UA&ust=1377847012779879

http://www.google.be/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=xByzqo5R7goW7M&tbnid=hV94_EcUieAyVM:&ved=0CAUQjRw&url=http://www.infosysblogs.com/finacle/2013/03/risk_management_and_the_role_o.html&ei=fvUeUo_LGMGb0QW2p4GQDQ&bvm=bv.51495398,d.ZG4&psig=AFQjCNEutazkxrC-9K6uy_z7cvnqajn1UA&ust=1377847012779879


On the Web and on Mobile the customer isn’t king – he’s a DICTATOR

Highly impatient

Skeptical

Cynical

Technology shift : new customer behaviour

Mobile Apps & Mobile Wallet

Social Media (e.g. to share a service complaint)

Online information (e.g. to compare)

Visit a branch 85% less (2013 <-> 1995)

New “banking” models (e.g. ambassadors,

crowd funding)

So, it’s very important to think customer centric

THE NEW CUSTOMER


TOWARDS CUSTOMER CENTRIC MODEL


FINANCIAL SERVICES: SOME REFERENCES


THANK YOU FOR YOUR PRESENCE

SB Consulting

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crm for banking - introduction

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