Crm Ppt on Icici
-
Upload
kamal-yadav -
Category
Documents
-
view
278 -
download
1
Transcript of Crm Ppt on Icici
-
8/3/2019 Crm Ppt on Icici
1/14
-
8/3/2019 Crm Ppt on Icici
2/14
Heena K. Parmar
Roll no: 42
-
8/3/2019 Crm Ppt on Icici
3/14
About ICICI Bank
ICICI Bank - Industrial Credit and Investment
Corporation ofIndia
Industry Type - Banking and Financial Services
Second Largest Bank Established in 1995
Headquarter -Mumbai , Maharastra
No of Branches -2016
ATMs 5219
Presence in 18 countries No of customers - 24 millions
-
8/3/2019 Crm Ppt on Icici
4/14
HISTORY of CRM at ICICI Bank
Implemented in 1995
Most important initiative for compelling success of bank
Helps in sales, customer services and analytics
Crossing selling of home loans, insurance policies, credit
cards and personal loans
Customer requests-1,50,000 per day
Collaboration with Teradata
Customers-Account checking, FDs and Credit Cards
Bank -data detection, data cleaning, data preparation,
reporting and business intelligence
More than 1200 parameters connected
-
8/3/2019 Crm Ppt on Icici
5/14
CRM Approach
Getting personalized information on
customers
Store all data in centralized database
Customized offering to the customers
Cross selling
Converting a prospective customer into a truecustomers
Follow-up the customers
-
8/3/2019 Crm Ppt on Icici
6/14
Tools and Process forCRM
Customer application forms
Centralized software where the whole data is
collected Wide range of offerings
Cross selling
Feedback forms
-
8/3/2019 Crm Ppt on Icici
7/14
Components ofCRM at ICICI Bank
-
8/3/2019 Crm Ppt on Icici
8/14
CRM Implementation
Following 3 areas are taken care while
implementing CRM at ICICI Bank:
1.Business Focus2.Oraganizational Structure
3.Technology Focus
-
8/3/2019 Crm Ppt on Icici
9/14
Business Focus
Components ofCRM
CustomerInformation
Sales
Marketing Trends
Marketing Efficacy
Implemented solution from Siebel for automationof customer handling
Track all customer requests and complaints
Identify new opportunities for existing customersas well as new customers
-
8/3/2019 Crm Ppt on Icici
10/14
Organizational Structure
Dynamic , constantly evolving and responsive tochange
Flexible and consistency in standards across
business groups Five principle groups:
Retail Banking
Wholesale Banking
Project Finance and Special Assets Management International Business
Corporate Center
All the five groups are compatible with CRM
-
8/3/2019 Crm Ppt on Icici
11/14
Technology Focus
ICT(Information and Communication Technology)-
Strategic Tools for competitive advantage
Multichannel Banking
Technology Strategy-24*7 availability
Technology Management Group-Group wide technology
Sybase IQ based database
Implemented Informatica PowerCenter (2003)
Extraction , transformation and loading
-
8/3/2019 Crm Ppt on Icici
12/14
Benefits ofCRM at ICICI Bank
Customer usage patternICICIs CRM data warehouse integrates data from multiple sources and enables
users to find out about the customers various transactions pertaining to savings
accounts, credit cards, fixed deposits, etc.
New product developmentAnalysis at ICICI guide product development and marketing campaigns through
behavior Explorer, whereby customer profiling can be undertaken by using ad hoc queries.
Central data managementThe initial implementation ofCRM allowed ICICI to analyses its customer
database, which includes information from eight separate operations systems
including retail banking, bonds, fixed deposits, retail consumer loans, credit
cards, custodial services, online share trading and ATM.
-
8/3/2019 Crm Ppt on Icici
13/14
Conclusion
Customer centric approach ofICICI Bank
helped it to gain number 2 position in India for
Banking service Implemented CRM not as a tool but strategy
for competitive advantage
Constantly paid dividends results in happy
satisfied customers
-
8/3/2019 Crm Ppt on Icici
14/14
THANK YOU