New Trends in Customer Service

INTRODUCTION TO CUSTOMER SERVICE

o The way a business looks after its customers o Team effort o Vital part of managing a business o Good customer service leads to. . . . . . . .

CUSTOMER SATISFACTION

CUSTOMER SATISFACTION
o the product or service must meet customers wants o Positive experience for the customers o After sale service should be positive and appropriate

o Increased sales
o Customer loyalty

o Enhanced public image

o More effective workforce

BASIC STEPS FOR CRM

o Attracting present and new customers. o Acquiring new customers. o Serving the customers.

o Retaining the customers.

CRM A POWERFUL TOOL

o Increase sales potential and value of the customer to the bank. o It adds to customer loyalty of the business. o Integrates various components of a business - sales, marketing, IT and accounting. o The core objective of modern CRM methodology is to help businesses to use technology and human resources to gain a better view of customer behavior.

OBJECTIVE OF CRM IN BANKS

o To simplify marketing and sales process. o To make call centers more efficient. o To provide better customer service. o To discover new customers and increase customer retention. o To cross sell products more effectively.

Mobile Banking

BACKGROUND AND KEY DRIVERS

o Availability and affordability o Anywhere anytime device Background and key drivers o Optimizing distribution mix

o Cost-to-serve
o Mobile rdc

ANALYSIS
o Beyond basic functionality o Mobile apps & unique value added services o Difficult regulatory environment o Gamification

IMPLICATIONS
o Comprehensive mobile
banking and smartphone strategy

o Integration with core-banking

o What is important for the customer? Focused channel specific strategy

 What is online banking?

First offered in New York in 1981

Stanford Credit Union created the first online banking

website in 1994

The RBI facilitated growth of e-Banking by passing the IT Act, 2000

Our youngest generation of e-money ventures include: Google Wallet PayPal Internet currency Voice payment Self-pay

Advantages of e-Banking
Use of online services impacts retention, cross selling and overall customer value help reduce cost in the physical channel Availability of transaction services 24x7 Account is in direct control of the customer

Mobile and convenient

The future of e-Banking

The online transaction volumes within the online channel are estimated to have grown at the highest rate through 2008-11

The future of e-Banking

The key focus area for banks is to upgrade their existing online platform by supplementing them with advanced functionalities and features entering an era of social banking convergence of online banking, social networking, gaming, rewards and payments

Increased leverage of SOCIAL MEDIA

Pizza arrives at the table : Instagram! Flight delayed by an hour : Tweet it!

Aha!! I am getting INSTAGRAM-ED!!

Customer expectancy listen, respond and

offer through SOCIAL MEDIA.

Most banks use this technique accounts/pages/channels on Facebook, Twitter and YouTube. Example : Moven Bank CRED.

BANKS use social media

Recruiting Supporting retail customers Generating lead for brokers Recommending funds.

Presence of Banks on Facebook

Indias largest private sector bank - ICICI Bank over 2.1 million likes on its official Facebook page.
HDFC Bank - about 1.5 million likes on its official

Facebook homepage.
Axis Bank - more than 1.2 million likes.

PROJECT DONE BY.

o Larissa Coelho - 12 o Erica Fernandes - 15 o Shresha Sharma - 50 o Ashwini Shetty - 51 o Rutvi Shrimanker - 52 o Vishaka Vamanjur - 55