摘要:The techno-revolution governs the changes in economy. With high rate of change of technology, existing management practices and policies, marketing strategies need to be changed.
ge investments in technology. Services and products like "Anywhere Banking" "Tele-Banking" "Internet banking" "Web Banking”, e-banking, e-commerce, e-business etc. have become the buzzwords of the day and the Banks are trying to cope with the competition by offering innovative and attractively packaged technology-based services to their customers. Simultaneously, CRM helps in maintaining customer database and providing better services. The present level of MIS covers, basically, information needed for control, performance monitoring, decision making etc. and encompasses most activities in administrative offices like processing of statutory returns under Reserve Bank of India Act, monthly/quarterly performance reports from branches, credit information personnel inventory, provident fund accounting, profit and loss accounts, cash and investment management, stationery stock ccounting, and branch house keeping etc.
LATEST STATUS
Total no. of branches in India 45,837
No. of branches partially computerized 13,802
No. of fully computerised branches 5,514
No. of PCs/Nodes at banks 95,090
Total ATMs installed at corporate customer sites
installed
1,202
Credit cards issued 10,14,400
Debit cards issued 90,050
Branches covered under RBI's EFT scheme 3,944
Branches connected to SWIFT 680
(SOURCE: NASSCOM)
2. ENTERPRISE RESOURCE PLANNING (ERP) :
With the allure of the ERP a new mantra has taken in corporate world that is Customer Relationship Management (CRM) even banks are not left affected by it as are one of the core service sector industry engaged in the development of the nation. Until recently,most CRM software focused on simplifying the organization and management of customer information. Such software, called operational CRM, focuses on creating a customer database that presents a consistent picture of the customer’s relationship with the company and providing that information in specific applications.
Data mining can help to select the right prospects on whom to focus, offer the right additional products to your existing customers and identify good customers who may be about to leave. This results in improved revenue because of a greatly improved ability to respond to each individual contact in the best way and reduced costs due to properly allocated resources. CRM applications that use data mining are called analytic CRM.
This paper describes the various aspects of analytic CRM and E-Banking that shows how it is used to manage the customer life cycle more cost effectively.
The ERP applications helped to optimize and restructure their internal business support system. SCM is a component of ERP you’ve built your customer information and marketing data warehouse. CRM helps companies improve the profitability of their interactions with customers, while at the same time; makes the interactions appear friendlier through individualization. To succeed with, banking companies need to match services and campaigns to prospects and customers - in other words, to intelligently manage the customer life cycle.
Instead of looking at the internal process
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