crm for banking - introduction

FEBRUARY 21, 2014 | SLIDE 1

FEBRUARY 21, 2014 | SLIDE 2

Wim Geukens, CRM Division Manager

WELCOME

FEBRUARY 21, 2014 | SLIDE 3

AGENDA

13:30

14:30

15:45

16:30

13:45

15:15

17:15 Q & A

17:30 Drink

Coffee Break

FEBRUARY 21, 2014 | SLIDE 4

David Devogele, CRM Solution Sales

INTRODUCTION

13:30 - 13:45

FEBRUARY 21, 2014 | SLIDE 7

BANKING INDUSTRY TODAY

Turbulent

market &

image

problem

More

regulations

-

Compliance

Less

customer

loyalty

Increased global competition

& new “banking” models

e.g. Crowd Funding

Need to increase profitability

• Reduce costs

• Improve productivity &

efficiency

Phishing

Less branches,

more channels

& self services

Customer

empowerment

Mobile

Banking

BUT ALSO OTHER IMPORTANT CHANGES, LIKE

FEBRUARY 21, 2014 | SLIDE 8

CHALLENGES AND PAINS FOR THE BANKING INDUSTRY

FEBRUARY 21, 2014 | SLIDE 9

BANKING INDUSTRY TODAY

FEBRUARY 21, 2014 | SLIDE 10

On the Web and on Mobile the customer isn’t king – he’s a DICTATOR

Highly impatient

Skeptical

Cynical

Technology shift : new customer behaviour

Mobile Apps & Mobile Wallet

Social Media (e.g. to share a service complaint)

Online information (e.g. to compare)

Visit a branch 85% less (2013 <-> 1995)

New “banking” models (e.g. ambassadors,

crowd funding)

So, it’s very important to think customer centric

THE NEW CUSTOMER

FEBRUARY 21, 2014 | SLIDE 11

TOWARDS CUSTOMER CENTRIC MODEL

FEBRUARY 21, 2014 | SLIDE 12

TOWARDS CUSTOMER CENTRIC MODEL

FEBRUARY 21, 2014 | SLIDE 13

FINANCIAL SERVICES: SOME REFERENCES

FEBRUARY 21, 2014 | SLIDE 14

THANK YOU FOR YOUR PRESENCE

SB Consulting

NEXT …

• Please complete your evaluation form and get a small gift

• Then join us for a drink

FEBRUARY 21, 2014 | SLIDE 15

THANK YOU

For more information:visit our website

WWW.REALDOLMEN.COM/crmbytraviata

Follow us on

@RealDolmenCRM

+32 2 801 52 50