INTRODUCTION TO CRM :

• Customer Relationship Management is a coordinate approach to

the selling process allowing the various operational, customer
contact and sales promotional functions of an organization to
function as a whole.
• CRM is a sound business strategy to identify the bank’s more
profitable customers and prospects and devotes time and attention
to expanding account relationships with banking industry in India
has undergone a rapid changes followed by a series of
fundamental developments.
• The architecture of CRM can be broken down into three
categories and these are collaborative, operational and analytical.
• The collaborative aspect of CRM deals with communication
between companies and their clients.
• The operational aspect of CRM deals with concept of making
certain process automated.
• The analytical aspect of CRM deals with analyzing customer
information and using it for business intelligence purpose.
WHY CRM
• INCREASING AWARENESS
• INCREASING AFFLUENCE IN THE EMERGING ECONOMIES
• CUSTOMER DIVERSITY
• TECHNOLOGICAL ADVANCES
• PROCESS
• ALTERNATE DELIVERY CHANNELS
• COMMUNICATION
• INCREASED NUMBER OF PRODUCTS IN THE LONG RUN
• HELPS IN UNDERSTANDING NEEDS OF CUSTOMERS
INFORMATION ABOUT CRM IN SBI :
• Of the customers who register complaint , as many as 70%
will do business again with the organization if the complaint
is resolved efficiently. This figure can also go to 95% if the
complaints are resolved quickly.
• 40% of the complaints are the result from customer mistakes
or incorrect expectations.
• A complaint that is handled efficiently is better than no
complaint at all.
• Customers who complaint and get satisfactory results are 8%
more loyal than if no complaint at all.
• The average business never hears from 96% of it’s unhappy
customers.
• Dissatisfied customers may tell 9-10 people about their
experience.
• And for every positive experience they tell only to 4-5 people.
What makes SBI different from it’s competitors?
WHY CUSTOMERS QUIT?

• 1% DIE.
• 3% Move away.
• 5% Develop other relationship
• 9% Leave for competitive reasons
• 14% dissatisfied
• 68% quit because of an employee’s attitude of indifference towards
customer.
ALTERNATIVE CHANNELS PROVIDED BY SBI
SBI provide different products meeting needs of the different segment :
Providing the alternate channels
1. Mobile banking
2. Internet banking
3. Insta deposite cards
4. Cash deposite machines
5. Green channel counter
6. Self service Kiosk
7. Contact center
8. 90-10 rule -10% of life is made up of what happens to you(individual),90% of life is decided by
how you(Individual) react.