FINANCIAL SERVICES

BY
Rakshit Narayanan
Prakhar Gupta
Smriti Bhandari
Mayank Singh
Sayim Qureshi
Swati Mittal

INTRODUCTION
Financial services refer to services
provided by the finance industry.
The finance industry encompasses a
broad range of organizations that
deal with the management of
money. Among these organizations
are banks, credit card companies,
insurance companies, consumer
finance companies, stock
brokerages, investment funds and
some government sponsored
enterprises.

TYPES OF FINANCIAL SERVICES

Banking
services

Foreign
exchange
services

Investment
services

Insurance

Issuance of
checkbooks

Currency
Exchange

Asset
manageme
nt

Insurance
brokerage

Provide
personal
loans,
commercial
loans

Foreign
Currency
Banking

Hedge fund
manageme
nt

Reinsurance

ATMs

Wire
transfer

 Extending CRM into multiple media means integrating the front office with
different communication channels

IMPACT OF CRM
Benefits of Using CRM in
Banking Industry
Provide better customer balance
Increase customer revival

Discover new customers

Helps sales staff close deals faster
Making banking operation more
efficient
Simplify marketing and sales
process

Organization Without CRM

Unsatisfied Customer
Low customer retention

Low sales
In efficient Banking
Operations
Complexity

CRM Strategies Adopted in Banking Sector

One-Stop Financial Supermarket
Right service is offered to right customers

Increasing the Number of Delivery Channels to the Customers

Shifting customer access to lower cost channels can help in
bring down the operating cost
The Real Time Gross Settlement (RTGS), CBS (Core Banking
Solution)
Customer Value Management
The main thrust of CRM is to develop new products, render
value creation, gain market leadership and spread risks and
vulnerabilities besides facing competition

Utility of CRM in Banks

Campa
ign
Manag
ement

Custo
mer
Inform
ation
Consol
idation

Market
ing
Encycl
opedia

3 6 0degree
view
of
compa
ny

Person
alized
sales
home
page

Lead
and
Opport
unity
Manag
ement

Activit
y
Manag
ement

Contac
t
Center

Operat
ional
Ineffici
ency
Remov
al

CRM Business Model

Customer management assessment tool

Assessments bring together a range of tools and methodologies that provide a

detailed, objective, benchmarked assessment of an organizations capability to
effectively manage its customers.

Benefits of CRM

Facts & Figures

HISTORY
http://www.appuonline.com/appu/investmen
t/about.html
http://www.google.co.in/search?q=history+of
+financial+services+in+india&hl=en&tbs=tl:1&
tbo=u&ei=QibQTP35I4WavAOAzOz0BQ&sa=X
&oi=timeline_result&ct=title&resnum=11&ve
d=0CEYQ5wIwCg