Bank Architecture
Eighth floor
Human Resource ManagementSeventh Floor
Cybersecurity and Access ControlSixth floor
Compliance and Anti-FraudFifth floor
Financial analytics and reportingThird Floor
Banking risk managementThird floor
Customer Relationship ManagementSecond Floor
Customer Interaction ChannelsFirst floor
Payment systems and treasuryФундамент банка
Major banking systemsWhat is Customer Relationship Management?
Customer Relationship Management in a modern bank is much more than just a CRM system. It is a comprehensive approach to building a digital customer journey, in which technology, data and behavioral analytics come together to not only serve but also anticipate the customer's desires. This floor covers solutions such as digital customer connection, lifecycle management, loyalty, emotions, knowledge and personalization. Today's customer demands an individual approach, an intuitive interface and an instant response. This is where the bank builds trust and long-term relationships, and creates a platform for increasing customer value.
Efficiency and problems covered by the section: Comprehensive customer experience management helps banks get closer to each client. This floor solves the following problems:
Lack of a unified view of the client and his behavior.
Difficulties in remote verification and onboarding of clients.
Lack of engagement and low response to banking offers.
Difficulty in predicting behavior and retaining clients.
Not just CRM — This is perception and trust management!
Key decisions and directions of the section
Subsections of the system
CRM system
A CRM system is a centralized platform for comprehensive customer relationship management, covering all touchpoints: sales, service, marketing, and support. It allows the bank to form a complete picture of the client, personalize offers, increase satisfaction levels, and increase the value of each interaction.
Digital customer connection
Digital customer connection is a set of solutions for electronic registration, identification, verification and activation of banking products without visiting a branch. It allows the bank to scale its customer base, speed up onboarding processes and offer a completely remote customer journey with a high level of security.
Loyalty programs
Loyalty programs are customer motivation systems aimed at increasing activity, retention and increasing the frequency of use of banking products through bonuses, cashback, discounts, privilege levels and personal offers. They strengthen the client's connection with the bank and turn daily transactions into a source of additional value.
Customer Journey Management and Analytics
Customer journey management and behavioral analytics tools enable the bank to develop a holistic, data-driven understanding of customer interactions across all channels. The system identifies critical points in the journey, optimizes the customer experience, reduces failures, and improves operational efficiency at all stages of the customer lifecycle.
Customer data warehouse
The Client Data Warehouse is a centralized platform designed for structured collection, storage, consolidation and analytical processing of client information from all internal and external sources. This is a key component of the bank's data-driven strategy, necessary for scoring, targeting, personalization and making informed decisions at all service levels.
Knowledge base for clients and employees
The Knowledge Base is a centralized digital platform containing up-to-date instructions, reference materials, regulations, and recommendations for clients and bank employees. It supports standardized service, reduces the load on the contact center, and speeds up the resolution of typical issues in both internal and external channels.
Important to know!
Modern customer journey platforms allow you to manage emotions and micro-moments of interaction.
Engaged customers generate 60% more revenue.
Digital onboarding reduces registration time from days to minutes.
Banks that have implemented behavioral analytics more accurately predict churn and reaction to products.
Conclusion
Modern relationship management is not about databases, but about understanding the client as an individual. This floor combines technology, analytics and empathy to form value propositions, minimize churn and increase the lifetime value of the client for the bank.
Who are the solutions suitable for?
For large banks
To manage complex international operations.
Regional banks
To optimize internal processes.
For Fintech companies
For integration with traditional banking systems.
Advantages of implementation
A holistic understanding of the client's behavior, motivation and needs.
Increasing conversion through a personalized approach.
Customer retentionthrough loyalty, analytics and adaptation.
Integration of customer experienceinto all bank processes.
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