Banking customer relationship management (CRM) systems are increasingly becoming essential tools for banks to effectively manage and develop their customer relationships and should be one of the pillars of banking digital strategy.
One of the main reasons why banks need CRM systems is to improve their customer service. By using a CRM, banks can quickly and easily access customer information, allowing them to provide personalized and timely responses to customer inquiries and requests. This can help improve customer satisfaction and build stronger relationships with customers. In addition to improving customer service, CRMs can also help banks identify and target new business opportunities. By analyzing customer data, banks can identify trends and patterns that can help them identify potential new customers and tailor their products and services to meet their needs. This can help banks grow their customer base and increase revenue.
At the beginning of the webinar, Olena Gryniuk (SME Banking Club) mentioned that 50% of banks in the CEE region implemented CRM, while another 50% still use excel to manage their relationship with SME customers. As a result, half of the banks can’t manage their customer relationship in real-time and can’t be customer-centric.
In the next part of the webinar, Jevrosima Zogovic from Logate talked about the results of not implementing CRM solutions by the banks. Among these consequences are less profit, more redundant and pointless work for employees, and the image of an “old-fashioned” bank.
- sales opportunities which are always used by the sales department for SMEs and corporate customers. She also paid attention that this tool allows one to arrange meetings and see the statuses from all channels contacting the customer. Also, it can be integrated with the banking core system, and third-party provider systems, which will allow the monitoring of customer situations in real time.
- debt collection and its services which are automated or partially automated and integrated with third-parties’ solutions (e.g. with SMS providers).
- Complain Management, KYC/AML Management.
In the last part of the webinar, Olena and Jevrosima discussed the main challenges and stoppers for banks in implementing CRM, how to choose the right CRM solution, and how to implement CRM successfully.
To learn more details, watch the full webinar below: