Banking CRM: Empowering bankers to provide a delightful customer experience

It’s no secret that the world of banking is becoming more and more customer-centric day by day.

Ever-increasing customer expectations, regulatory pressures, and fierce competition in the banking sector keep banks on their toes. They are always in need of finding better ways of leading and managing customers.

So it’s of utmost importance to understand the factors that can make or break a bank’s relationship with customers and how banking CRM can prove to be instrumental in empowering bank staff to delight customers.

In the last 10 years, the number of financial businesses implementing cloud-based CRM has increased by 85% (Source: Acidaes Research Group)

As per the recent surveys, the factors that have a major impact on customer satisfaction are:

How easily can customers do their business with a particular bank? And

How efficient and competent is the bank staff while serving customers?

Here’s how banking CRM will help banking staff achieve high performance and thereby customer loyalty:

1. Real-time information

Banking CRM empowers bank employees to provide real-time information to customers, which helps them make important financial decisions. It also helps bank staff resolve customer issues very quickly. This leads to improved customer engagement and higher revenue.

2. Omni-channel service

If software is easy for bank staff to handle, it will automatically make life easy for end customers too, and that’s exactly what CRM for banks does. Consistency in service delivery is very important for customer satisfaction. Ease of use is now the most important virtue to have. On-cloud Banking CRM helps make digital banking a true 24*7 experience. Customers can complete journeys from any device, anywhere, effortlessly and without delay.

3. Personalization

Providing the best possible customer experience is very important for banks to survive the huge competition in this industry. Customized offers and personalized services are the trump cards of banks. That’s where behavioral data gathered by intelligent banking CRM comes into the picture.

4. Collaboration

Some banks use CRM portals to collaborate with their staff, partners, and customers to discuss issues, making problem-solving quicker.

5. Integration of systems:

Integration of multiple systems and a true customer 360 dashboard make banking CRM extremely efficient and it automatically results in customer satisfaction