crm practices by ebl

8/17/2019 CRM Practices by EBL

1/21

USE OF IT INMANAGING CRM

A STUDY ON EASTERN BANK LTD.


2/21

EASTERN BANK LTD.SIMPLE MATH

Company philoophy

• !o "#li$#% a &'ali!y !ha! ma(# #$#%y !%ana)!ion apl#a'%a*l# #+p#%i#n)#

•m##! ma+im'm )li#n!#l# %#&'i%#m#n! in l# !im# ,#-)i#n)y

•!h#y ,an! !o p%o$i"# #$#%y inl# )'!om#% #%$i)#a$aila*l# in !o"ay/ *an(in p%o)#"'%# 0o% !h#i% )li#n


3/21

• !h# 1%! *an( in Banla"#h !o o onlin#.

• #n#%a!# hih#! p%o1!a*ili!y p#% #mploy## in Banla"#)!o%.

• ,in !h# p%#!iio' B#! R#!ail Ban( 0o% Banla"#h23

O$#%$i#,


4/21

•

Un"#%!an"in !h# !%a!#y an" !#)hnoloy '#"main!ain CRM o0 EBL

Specifc:

• Ho, !h#y a%# "i6#%#n!ia!in )'!om#% *a#" on78al'# C%i!#%ia/

• USE OF IT in !h# IDIC Mo"#l o0 CRM

O*9#)!i$#


5/21

:'ali!a!i$#

Un!%')!'%#"Op#n #n"#"

P%ima%y o'%)# ;InD#p!h In!#%$i#,<

S#)on"a%y o'%)#;=#*i!#> Ann'al

R#po%!<

Sources o Data

Sa

Non p)on$a

Methodology

StudyType Questionnaire


6/21

CORE CRM STRATE!

3?5 "ay poli)y ap%o$iion !im#@ %#pon#

!im#

A))'%%#lia*ili!

!im#

C'!om#% %#la!ion an""#alin poli)y

Bai) o0 ho,an" %#

A"G%a)#0'l App%op%ia!# Pl#ain

;Bo'n"a%y Spann#%


7/21


8/21

IDIC Mo"#l O0 C'!om#%R#la!ionhip


9/21

Identifying Customers

Profiling New Customer and creating DatabaseStudent engagement Programs

Event Sponsorship

From Internal Database

Identify customer for upselling and cross selling

Role of technology:

Database Management Software D!MS"


10/21

Di6#%#n!ia!# C'!om#%

Consumer and Corporate #an$ing

• Lo, $al'#

• Hih $al'# ;a$#%a#"#poi! %#la!ionhip o0BDT .5 million<

Credit Card CustomSegments• Pla!in'm

• Gol"

• Sil$#%

•

B%on#


11/21

Strategically Signifcant

Customeraverage deposit relationship of BDT 7.5 milli


12/21


13/21

One Stop Ser%ice

•P%io%i!y )#n!#% !%a!#i)ally lo)a!#" all o$#% Banla"#h ,i!h am*i#n)# o0?!h#?a%! p%io%i!y )#n!#%.

Dedicated Relationship Manager

•)ompl#!# an" p#%onali#" ol'!ion !o all yo'% 1nan)ial n##"

•!ailo% ma"# #%$i)#

•a p#%onal !o')h in %#ol$in yo'% 1nan)ial &'#%i#

Customi&ed 'an$ing Solutions•P%#0#%#n!ial P%i)in on P%o"')! an" #%$i)#

•E+)l'i$# P%io%i!y S#%$i)#

•p%#mi'm #%$i)# on yo'% !%a$#l a*%oa"

•amain "i)o'n! an" p%i$il##" o6#%

•#+hila%a!in li0#!yl# #$#n! #+)l'i$#ly 0o% P%io%i!y )'!om#%.

7At EBL Priority, we take care of our customer, even on the g

C'!omi# ;Analy!i)al C


14/21

Rol# o0 T#)hnoloy? In C'!omiin

Sot(are used: )'S•S#%$i)# D#$#lopm#n!

•C'!om#% Sa!i0a)!ion E$al'a!ion

•C'!om#% Sa!i0a)!ion G%o,!h


15/21

In!#%a)! ;Op#%a!ional CRM<

Customer Touch "oints•Bo'n"a%y P#%onn#l

•=#* appli)a!ion

•F%## 0o%m #?mail

•ATM@Kio(

•En!#%in !h# !o%# o% *%an)h


16/21

•

Account inormation• 'ill "ayment

• *oan Management

• Online "ayments

? In!#%nal T%an0#% ;!hi%" pa%!y ,i!hin EBL<

? O,n A))o'n! T%an0#% ;,i!hin EBL<

? F'n" T%an0#% ;To A))o'n! ,i!h o!h#% *an(<

• Customer Ser%ices

EBL SKYBANKING;INTERNET


17/21


18/21


19/21

Recommendation

4. C%#a!# T%anpa%#n)y!h%o'h C'!om#%

In!#%a)!ion P%o%am

. Con"')!m#a'%#

p%#0#%

a!i

2. E"')a!in )'!om#%


20/21

Recommendation

C)STOMER +,TERACT+O, "O

• T#l#phon#,i!h a li$#a#n!

•In!#%n#! 8OIP!h%o'h a li$#

a#n!

• T#+! )ha! ,a li$# a#n!


21/21

Than(

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