Rapidly changing customer needs are at the heart of banking institutions in the New Economy. P owered by faster and more intelligent technology banks must achieve fully integrated yet personalized views of each customer across all lines of business, 24 hours a day, seven days a week, 365 days a year. CRM primarily caters to all interactions with the customers or potential customers, across multiple touch points including the Internet, bank branch, call center, field organization and other distribution channels . The CRM functionality for banking industry can be mapped across marketing, sales and service areas.

Marketing
With CRM solutions , banks can manage, plan and track all marketing activities - including customer visits, calls, emails, marketing shows, training classes and seminars. The marketing solutions enable:-
•  Campaign Management and Analysis
•  Knowledge Base Management
•  Event Management
•  Decision Support for Lending and Leasing
•  Customer Information Consolidation
•  Customer Propensity Analysis
•  Marketing Encyclopedia
•  Channel Profitability Determination
•  Product Profitability Determination
•  Competitive Analysis

Sales
The sales solution enables banks to manage leads and customers, match the channel costs to customer value, capture sales orders and manage the sales process. CRM Sales provides a single view where in the sales mangers and agents can get up-to-date information of opportunities, accounts and news. The sales solutions enable:-
•  Lead and Opportunity Management
•  Contact and Customer Management
•  Activity Management
•  Investor Management
•  Life Time Value(LTV) management
•  Web Sales
•  Customer Interactions Tracking
•  Cross Sell Opportunity Identification
•  Territory Management
•  Correspondence and Fulfillment
•  Householding
•  Referral Management
•  Deal Management
•  Deal Security Management
•  Loan Approval Tracking
•  Receivables/Payables Management
•  Activity Based Costing Management
•  Teller Services
•  Incentive Compensation
•  Expense Reports
•  Profit Analysis
•  Forecasting
•  Sales Methodology Support

Service & Call Center
Service plays a critical role in banking since a customer interacts with the bank for multiple products through multiple channels. The Service and Call Center solutions enable banks to provide a uniform service across multiple channels such as phone, Internet, email, fax. With these solutions, banks are better equipped to meet quality and service standards. The service and call center solutions enable:-
•  Contact Center
•  Personalized Service
•  Research Distribution and Fulfillment
•  Financial Accounts
•  Accounts, Holdings and Interest Management
•  Portfolio and Securities Management
•  Commercial Loan Management
•  Bank Statement Management
•  Balance Notifications
•  Pricing
•  Quote Assistant
•  Workflow Management
•  Account Aggregation
•  Applications Processing
•  Service Request Management
•  Computer Telephony Integration
•  Self Service & Internet Banking