Τραπεζικό σύστημα διαχείρισης πελατειακών σχέσεων myBank

Καρατζογιάννης, Στέφανος

Banking customer relationship management system myBank

Master Thesis

Author

Καρατζογιάννης, Στέφανος

Date

2013-10

Abstract

In our society, where the market has become very competitive, the business executives of an organization should be very careful concerning the way they manage their businesses, the policies they abide by and the decisions they take. Especially, in the banking industry, in our days, things are even more difficult. Banks have many difficulties trying to cope with the market needs and the competition among them is great. The executives of a bank should be very careful when designing their acts upon their organization. Apart from the administrative skills and the experience that the executives of a bank should have, in order to cope with market needs, they should have an information system that allows them to be informed about their organization’s status, know their customers and their needs, but also a system that is functional, concerning the services that they provide. Such an information system, at first should include all the basic components of a classic banking system, like the following: - Customer Management System - Account System (Deposits) - Loans System Beyond these basic components, what’s needed, as in every modern organization, is a system allows the bank to know their customers and their needs which the organization can satisfy, to be able to design strategies and in general, establish a good relationship between the customer and the organization. Thus, what a modern bank needs is a banking system that also contains a CRM System (Customer Relationship Management). We can understand what a banking system serves, but what is a CRM system? In the following few lines, we are going to try to explain what a CRM system is and realize the great benefits that an organization should have, when using such a system. A successful CRM system is built around the people relationships and aims on improving these relationships. A CRM system helps an organization get more customers, which of course means more profits. Today, all growing businesses manage customer connections and all information around them, in a variety of ways. Others use note cards, others keep notes on their mobile devices without being able to share them with anybody else. Others use Excel files or online documents (Google Drive, Microsoft SkyDrive etc). These things can help a small business for a certain amount of time, but they don’t have any perspective of growing. What they actually need, if they want to have fast growth, is to use a CRM system that is going to help them collect useful information on a central system, which will be available throughout all the system users. A CRM system is a customer-centric system. If an organization wants to use a CRM system, they should evolve such a philosophy. This philosophy should be adopted by every member of the organization, from the CEO to the last end user. In order to be successful, a CRM system in a business, proper processes should be established, that enhance this philosophy, but also the right technology should be selected, that can support these processes and provide all this data to the end users, in the best way, so that the end users won’t hesitate to extensively use this CRM system. Customer Relationship Management is a strategy used to learn more about customer’s needs and behaviors in order to develop stronger business relationships with them. Concluding, we should say that when we think of CRM as something technological, we are wrong. Customer Relationship Management is a process, which will help a business bring together pieces of information about customers, sales, marketing effectiveness, market trends and responsiveness. All these things, will help the business executives to have an overall and updated view of their organization and lead them to better decision making.

Postgraduate Studies Programme

Προηγμένα Συστήματα Πληροφορικής

Department

Σχολή Τεχνολογιών Πληροφορικής και Επικοινωνιών. Τμήμα Πληροφορικής

Number of pages

Language

Greek

URI

https://dione.lib.unipi.gr/xmlui/handle/unipi/8274

Collections

Τμήμα Πληροφορικής

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