Banks are increasingly focusing on their existing customer base with the objective of strengthening customer ties and increasing the cross-selling rate per customer. This is only possible if they have a targeted and integrated customer relationship management concept. zeb/ helps banks to implement suitable CRM methods and tools.
zeb/customer relationship management services are geared to achieving the right marketing mix of price, product policy or communication. You benefit from a range of needs-oriented tools, including tools for objective definition, the implementation of integrated concepts (e.g. bonus programs, added value, customer clubs), performance measurement and the establishment of organizational responsibilities.
CRM concepts are developed and implemented in a stage-by-stage process:
- First of all, we assess your current CRM measures situation in terms of key figures, customer orientation, image factors and market.
- Based on specific in-house objectives, we consult with you to select suitable tools and measures. We take customer, staff and provider interests into account to create a genuine "win-win" situation.
- We then support you throughout the implementation of the integrated CRM concept. Depending on the tools or individual measures that are prioritized, it can include the dimensions of marketing/sales, law, business management/controlling and organization/technology.