Customer Relationship Management in Retail Banking
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3 Benefits of Social CRM for Financial Services Companies

3 Benefits of Social CRM for Financial Services Companies | Customer Relationship Management in Retail Banking | Scoop.it
Financial service companies ought to embrace social media Here are three key ways Social CRM can prove invaluable to the financial services industry.
Pierre-Alexandre ASSOU's insight:

Un article mettant en évidence les atouts d'un bon CRM pour un banque : 1/ Qualité du service client accrue 2/ Connaître les mécontentements et attentes des clients avant de subir leurs plaintes 3/ Créer des communautés de clients autour de la marque.

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La révolution CRM pousse les banques à investir

La révolution CRM pousse les banques à investir | Customer Relationship Management in Retail Banking | Scoop.it
Si les outils de gestion de la relation client ont évolué dans l'industrie bancaire, les passerelles entre les canaux restent peu développées.Depu...
Pierre-Alexandre ASSOU's insight:

Un CRM social avec une relation clientèle multi-canaux, d'accord ! Mais encore faut-il que ces canaux soient connectés entre eux, que l'expérience client sur mobile puisse naturellement se prolonger sans à-coups et retours en arrière avec le conseiller en agence !

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Finextra: Banks failing to fully exploit social media

Finextra: Banks failing to fully exploit social media | Customer Relationship Management in Retail Banking | Scoop.it
GFT's recent study, Impact of Social Media on the Financial Services Sector reveals that only a minority of financial service providers exploit the potential of web 2.0 tools, concentrating on one-way social marketing activities, instead of integrating social media elements into customer relationship processes.
Pierre-Alexandre ASSOU's insight:

Une récente étude montre que malgré la prise de conscience de l'importance du social CRM, beaucoup de banques peinent encore à exploiter entièrement le potentiel les outils du web 2.0 : il ne s'agit pas d'une simple vitrine commerciale, il s'agit d'outils d'interactions entre entreprises et clients.

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9 Secrets to Building Customer Engagement in Banking

9 Secrets to Building Customer Engagement in Banking | Customer Relationship Management in Retail Banking | Scoop.it
New customer acquisition is only half the battle for banks and credit unions. Customer engagement marketing generates loyalty.
Pierre-Alexandre ASSOU's insight:

Plusieurs astuces sont dévoilés afin de créer un engagement client fort envers sa banque. Il ne s'agit pas seulement de le pousser à ouvrir un compte, il faut également, pour que ce soit bénéfique à la banque, créer une relation de long-terme. Pour ceci, un CRM efficace doit être mis en place.

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The Challenge of Social CRM for the Banking Industry | Our Social Times - Social Media Agency, Social Media Training

The Challenge of Social CRM for the Banking Industry | Our Social Times - Social Media Agency, Social Media Training | Customer Relationship Management in Retail Banking | Scoop.it
Examples of social CRM in the banking industry plus an infographic of social CRM (in German).
Pierre-Alexandre ASSOU's insight:

Cet article souligne que le CRM devient un enjeu majeur pour les banques de détail, notamment en Allemagne où beaucoup en ont compris l'importance : les social media sont de plus en plus intégrés dans les stratégies CRM afin d'augmenter la proximité entre les banques et leurs clients.

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De grands défis pour le Digital Banking – The Social Client – L'Agence Digitale CRM

De grands défis pour le Digital Banking – The Social Client – L'Agence Digitale CRM | Customer Relationship Management in Retail Banking | Scoop.it
TheSocialClient est l’Agence de Digital CRM du Groupe Acticall. Entièrement dédié au monde de la relation client et du digital, le blog de TheSocialClient s’intéresse aux diverses problématiques des marques, soulevées par l’importance croissante des médias sociaux en ligne. Illustré au fil des articles autour de trois axes majeurs : notre Expertise, nos Visions et Perspectives et les Technologies de social CRM et d’e-interactions.
Pierre-Alexandre ASSOU's insight:

Une fois de plus, un article met en évidence qu'au delà de l'outil, il faut que la qualité du service client mis en place dans le digital banking soit au  rendez-vous. Il faut maximiser l'expérience client et la relation clientèle, par exemple à travers les conversations digitales.

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Technology and innovation in European banks

Technology and innovation in European banks | Customer Relationship Management in Retail Banking | Scoop.it
Innovations in online and mobile platforms, video banking, social integration and customer relationship management (CRM) are taking president in order to connect with the customer on a virtual level.
Pierre-Alexandre ASSOU's insight:

Pour mettre en place un CRM efficace dans un univers client de plus en plus mobile, il ne suffit pas d'être innovant et connecté. Les banques doivent multiplier leurs interactions avec leurs clients, afin de faire partie intégrante de leur quotidien.

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Integration Of Social Media With CRM In Banking And Financial Services

Integration Of Social Media With CRM In Banking And Financial Services | Customer Relationship Management in Retail Banking | Scoop.it

dMany businesses across industries have integrated social media into their CRM systems early on; some better than others. It’s not only about the adaptation but knowing how to leverage social media …

Pierre-Alexandre ASSOU's insight:

Un nouvel enjeu commercial réside dans l'intégration des réseaux sociaux dans les stratégie de développement de CRM.

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Customer Relationship Management Trends in the Banking Sector

Customer Relationship Management Trends in the Banking Sector | Customer Relationship Management in Retail Banking | Scoop.it
Microsoft recently released a press release in the Wall Street Journal
about some of their customers in the Banking sector around the world
that are “customer-focused” and have implemented Microsoft Dynamics CRM
to transform and modernize their operations. What does “customer
centric” mean? The way banks engage with their customers has
fundamentally changed and the predictability of customer interactions is
a thing of the past. Customers now use and expect to be able to use
multiple touch-points or channels to interact with their bank; from the
traditional channels of call centers and branches to the modern social
media platforms and mobile devices. Put simply, it means that when a
customer deals with their bank, regardless of which channel they use,
the expectation is that the experience will be consistent and
integrated. The customer is a single entity regardless of whom or which
team within the bank is currently engaging with them. What kind of
transformation and modernization is required?To move to a customer
centric model, banks must harness large amounts of transactional and
operational data quickly and effectively. This will ensure valuable
customer-specific information is available to the relevant individuals
and teams so they can understand their customers. Along with capturing
this data, Banks must also have the ability to analyze and use the large
amounts of captured data to understand customer needs and expectations.
Banks must integrate their existing customer channels to create a single
view of the customer, improve the customers overall experience with
their engagement, and effectively create cross channel experiences.
Banks must also be able to adopt and include new channels as they
emerge. Finally, to meet the transformation and modernization
challenges, banks must embark on their transformation and modernization
journey in a very agile and rapid manner to ensure their staff and
systems remain relevant and minimize disruption when engaging with new
and existing customers- customers have many avenues to voice their
dissatisfaction and frustrations. How can HP help with Microsoft
Dynamics CRM?HP is currently engaged with customers in the Financial
Services and Insurance (FSI) industry to provide end to end
implementation and consulting services for Microsoft Dynamics CRM. This
includes business-end transformation consulting services, technology
modernization and implementation services as well as IP and Accelerators
developed specifically for the FSI industry that is helping our
customers move to a more customer centric engagement model. Our
innovative delivery model maintains the governance and management
disciplines of a traditional waterfall style project methodology whilst
at the same time providing “agile” like flexibility to refocus
development where necessary ensures that the Microsoft Dynamics CRM
solutions that we implement are well aligned to needs of our customers
and is able to be implemented in a shorter timeframe thereby decreasing
the time to value (TtV). HP also has deployment options that harnesses
the latest disruptive innovations such as Social, Mobile, Cloud and Big
Data to deliver solutions to our Banking and Financial Sector clients
that incorporate Dynamics CRM complimented with the best of breed HP and
third party technologies. What is your bank doing to improve customer
centricity? Please share your experiences.
Pierre-Alexandre ASSOU's insight:

Article mettant en évidence que de nos jours, la relation du client à sa banque est multi-canaux : elle peut se faire aussi bien en face à face, que par téléphone, par internet, ou via des applications mobiles. L'important est que l'ensemble des ces canaux soient aussi performants les uns que les autres afin de fournir, dans toutes les conditions une expérience client complète et intégrée.

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Customer Loyalty in Retail Banking 2013 - Bain & Company - Publications

Customer Loyalty in Retail Banking 2013 - Bain & Company - Publications | Customer Relationship Management in Retail Banking | Scoop.it
Banks made progress in earning customers’ loyalty during 2013, but they’re far from exploiting the full potential. And as the take-up of mobile banking accelerates, some players are falling behind, leaving themselves vulnerable to new competitors. The leaders, by contrast, have developed channel and sales strategies that are not just delighting customers but winning more of their valuable business.
Pierre-Alexandre ASSOU's insight:

Etude globale montrant que le lien entre la loyauté des clients des banques de détail et les résultats financiers de ces banques est encore très flou. Certaines banques, comme le détaille l'article, on essayé de tirer profit de cette loyauté, mais elle reste encore largement inexploitée.

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Les banques européennes continuent d'investir dans le CRM - Entreprises - Services financiers

Les banques européennes continuent d'investir dans le CRM - Entreprises - Services financiers | Customer Relationship Management in Retail Banking | Scoop.it
Pierre-Alexandre ASSOU's insight:

Pour Datamonitor, les dépenses en systèmes CRM du secteur banque-assurance en Europe sont en perpétuelle progression.

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Les banques misent sur le CRM - Actualités - Etude

Les banques misent sur le CRM - Actualités - Etude | Customer Relationship Management in Retail Banking | Scoop.it
Pierre-Alexandre ASSOU's insight:

D'après le Livre blanc rédigé par IDC, les campagnes marketing sont devenues centrales pour les établissements financiers. En cause, un secteur bancaire devenu encore plus concurrentiel après la crise, et qui a pour conséquences une démultiplication des initiatives orientées clients.

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BNP-Paribas et sa filiale Hello bank! : une stratégie social CRM qui distingue SAV et communication | CRM Digital – relation client dans un monde numérique

BNP-Paribas et sa filiale Hello bank! : une stratégie social CRM qui distingue SAV et communication | CRM Digital – relation client dans un monde numérique | Customer Relationship Management in Retail Banking | Scoop.it
Pierre-Alexandre ASSOU's insight:

D'après Florian Coutard de BNP Paribas, le social CRM est devenu une obligation. Il s'agit d'aller chercher les clients là où ils se trouvent (càd notamment sur les réseaux sociaux), et de pouvoir également mesurer la réputation de la banque, intimement liée à la loyauté des clients.

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MicrosoftDynamicsVoice: When Banks Use CRM Technology, Customer Service Improves

MicrosoftDynamicsVoice: When Banks Use CRM Technology, Customer Service Improves | Customer Relationship Management in Retail Banking | Scoop.it
The halcyon days of big banks with big, multi-year IT projects and loyal-to-a-fault customers are gone. Post financial crisis, a much tougher, leaner, and competitive banking environment has emerged, with more mature and sophisticated customers. In today’s new normal, banks not only have to meet stringent compliance requirements, but they [...]
Pierre-Alexandre ASSOU's insight:

Augmenter la qualité du service client pour les banques passe par des outils CRM flexibles et familiers...tant pour les clients que pour les banquiers qui en font usage !

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SAPVoice: CRM with Attitude (Or, How Richard Branson will Transform the Banking World)

SAPVoice: CRM with Attitude (Or, How Richard Branson will Transform the Banking World) | Customer Relationship Management in Retail Banking | Scoop.it
Virgin Atlantic Airways Clubhouse, San Francisco International Airport. Designed by Eight Inc. Photographed by Timothy Hursley. (Photo credit: Wikipedia) When Richard Branson and the Virgin Money team joined forces with Wilbur Ross to bail out the UK's Northern Rock bank, a lot of the pundits took note and started to wonder [...]
Pierre-Alexandre ASSOU's insight:

Tribune de Anthony Leaper, qui explique que les banques de détail pourraient s'inspirer du CRM mis en place par Virgin Atlantic : complet, agréable pour le client, qui crée une loyauté à toute épreuve malgré les éventuels coups durs.

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Deutsche Bank uses social CRM to fine-tune corporate banking

Deutsche Bank uses social CRM to fine-tune corporate banking | Customer Relationship Management in Retail Banking | Scoop.it
Pierre-Alexandre ASSOU's insight:

La Deutsche Bank utilise les derniers outils de communications internet afin de recueillir les témoignages et avis de ses clients corporate afin d'améliorer la qualité de ses services. #socialcrm

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Social CRM for Banking, Professional and Financial Services | CubeSocial

Social CRM for Banking, Professional and Financial Services | CubeSocial | Customer Relationship Management in Retail Banking | Scoop.it
Social CRM for Banking, Financial Services, Law Firms, Accounting, Real Estate and other professional services.
Pierre-Alexandre ASSOU's insight:

De nouveaux outils sont mis en place en direction des professionnels, afin d'optimiser leur présence sur les réseaux, et donc, leur proximité avec leurs collaborateurs et clients.

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Customer Relationship Management (CRM) in Banking: A Case Study of ICICI Bank - MBA Knowledge Base

Customer Relationship Management (CRM) in Banking: A Case Study of ICICI Bank - MBA Knowledge Base | Customer Relationship Management in Retail Banking | Scoop.it
Focus on ICICI Bank’s Initiatives The use of Customer Relationship Management (CRM) in banking has gained importance with the aggressive strategies for customer acquisition and retention being employed by banks in today’s competitive milieu.  This has resulted in the adoption of various CRM initiatives by these banks to enable them achieve their objectives. The steps that banks follow in implementing Customer Relationship Management (CRM) are: Identifying CRM initiatives with reference to the objectives to be attained (such as increased number of customers, enhanced per-customer profitability, etc.), Setting measurable targets for each initiative in terms of growth in profits, number of customers, etc. and Evaluating and choosing the appropriate Customer Relationship Management (CRM) package that will help the company achieve its CRM goals (a comparison of pay-offs against investments could be carried out during the evaluation exercise). Customer Relationship Management (CRM) has been deployed in retail banking.  The challenges in managing customer relations in retail banking are due to the multiple products being offered and the diverse channels being used for the distribution of the products.  Customer expectation from banks can be summed up as: “Any time anywhere service, personalized offers, and lower payouts”. Aggressive marketing and promotions on the part of the banks have resulted in most customers happily … Continue reading →
Pierre-Alexandre ASSOU's insight:

ICICI Bank a pris de nombreuses mesures pour améliorer son Customer Relationship Management. Force est également de constater que la concurrence en termes de CRM se fait de plus en plus rude dans le milieu bancaire : les pratiques sont de plus en plus sauvages pour attirer et conserver le maximum de clients.

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Infographic: Mobile Banking Critical to Customer Loyalty | Mobile Marketing Watch

Infographic: Mobile Banking Critical to Customer Loyalty | Mobile Marketing Watch | Customer Relationship Management in Retail Banking | Scoop.it
Pierre-Alexandre ASSOU's insight:

Etude montrant qu'un client sur trois choisit d'être fidèle à sa banque par souci de practicité. Dans cette perspective, l'accès mobile devient un enjeu de plus en plus important avec la popularisation des smartphones, et le nombre croissant de banques proposant ce service.

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"Why retail banking can’t bank on customer loyalty"


Via Frank Delmelle
Pierre-Alexandre ASSOU's insight:

Article mettant en évidence l'illusion de la loyauté des clients de banques...en fait cette loyauté n'existerait pas, elle serait simplement liée à la stabilité du marché. Un manque de loyauté traduit un dysfonctionnement chez une banque, qui ne parvient pas à assurer l'ensemble de ses services aussi bien que le feraient ses concurrents. Dans le cas contraire, un client durable est un client satisfait...mais on est encore très loin de créer une relation d'affinité entre la banque et les clients.

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