CRM for Financial Services

摘要

The financial services industry in India has witnessed a sea change with a lot of global players establishing their presence in the market. This new business climate has elevated the role of Customer Management into a highly strategic position in the industry. Companies would have to differentiate themselves on Customer Service and that needs greater focus on the customer, better response to their needs and building deeper relationships.rnCRM solutions allow the management of the customer throughout the entire customer life cycle - right from Customer Acquisition (running lead generation campaigns, identifying upsell/cross sell opportunities), Customer engagement (Sales opportunities, pipeline management, sales force management - for channel partners and direct force) and Customer service/ support (customer queries handling, customer self service, call center support).rnThey provide functionality that allows customers/ prospects to use multiple modes of interaction ranging from traditional channels like "face to face", phone, fax to non-traditional channels that include e mail, Web forms, Chat and mobile devices (PDA) and so on. In effect CRM allows the customer to have a consistent experience across multiple channels and for the insurance company to have a common and a " 360 degree " view of each customer's interactions and contact histories.rnThe presentation focuses on the needs of customer management in the financial services industry, discusses the opportunity areas with focus on the insurance segment.