Sales CRM icici bank
ABOUT :
• It is an Industrial Credit and Investment Corporation of Indian – ICICI
• Promoted in 1994, Vadodara, Gujrat and launched internet banking operations in
1998
• ICICI Bank Headquarter is in Mumbai and CEO is Chandan Kochhar
• In 2000, ICICI Bank became the first India Bank listed on the New York Stock
Exchange
• India’s second largest bank with assets of INR 6,46129 billion (US$ 103 billion) at
March 31,2015
• Stock price- INR 250/- (NSE) 12/10/2016
CRM at ICICI Bank:
• Problem Analysis
Understanding sales CRM and solving their problems is an important aspect in order to
develop a sound relationship with them. Customer profiling is necessary in order to
understand demographics, purchase pattern and channel preferences. Sales CRM helped
ICICI a lot in creating valuation of its customers which ultimately resulted in Customer
Profitability and Customer Life Time Value (CLV).
• Solutions Provided
In this customer centric business environment, where preference is given to the needs and
demands of customers. ICICI always focused on their customer needs and service expectation
and developed service delivery channels accordingly.
• Benefits Delivered:
To build a strong customer relationship, sales CRM at ICICI working enthusiastically.
Employees at ICICI.
They are being trained on how they can tailor interactions based on both
customer needs and potential customer value using the customer information (data) and
provide benefits accordingly to their customers.
CRM Strategy of ICICI:
1. Interact with customers and deliver value to them
2.Gain and retail valuable customers
3.Understand customer needs/demands and differentiate them into sections
according to similar needs and behaviours.
4. Develop product/services/channels where each customer segment is
customised
5. At last tailored solutions are provided to our customers fulfilling their
needs/wants/demands this is how Sales CRM ICICI works.
Implementing sales CRM at ICICI
6. Goal: ICICI capture and analyse data while interacting with their customers this will
help later in dealing with customers for solving their problems and fulfilling their
needs in a better tailored way for perfect solution.
There are various other components
followed by sales CRM of ICICI including – customer information, sales, marketing
trends and marketing efficacy which meanwhile results in improving relationship between ICICI
and its consumers.
Measuring and Tracking customer Stisfaction
1. Complaints and Suggestion system
2. Feedback Surveys
3. Lost customer analysis
4. Ghost shopping
Loyalty program of ICICI Bank
1. Hand-picked Rewards
2. Payback guarantee
3. ICICI Bank Rewards
