The economic crisis has changed the balance of power. From the "dictatorship" of the manufacturer our market gradually moves to the normal arrangement of "strength." During the "consumer boom", many domestic companies have started to use crm-system, and Call-centers, but rather as a tribute to fashion, but not with the aim of forming mutually beneficial relationships with customers. Not so long ago we all witnessed the manifestation of a sort of "dictatorship" of the manufacturer One of the most common sectors of the economy, which is manifested most clearly, was the banking sector. High demand for banking products provide a constant stream of complaints from customers. Virtually all of the efforts of employees of banks were designed to service incoming requests. The rapid growth of its customer base contributed to the increased use of new technologies in the banks – crm-systems, call-centers and contact centers. But it is still sales techniques, organization of the offices, the architecture of call centers (call-centers and contact center) – all were sent to the reception.
New economic realities have changed the situation The sharp decline in consumer demand has led to that earlier "popular" passive sales could further ensure the profitability of the banking business. Gradually, banks began to change its sales model and, therefore, expand communication in the opposite direction. Today, everyone understands that the customer should call, write letters, invite the office or go to his office. And all this must be done with maximum efficiency and minimum costs. Unfortunately, not all representatives of the banking sector in time realized the need to change And of those who realized that not everyone is responsible came to the formation of business processes. Call-centers, contact centers and even crm-systems – it's just the tools that can be used in different ways. Consider some key factors that usually do not pay enough attention to First of all, need a database with accurate customer information. The base should allow to carry out qualitative segmentation according to certain criteria and provide current contact information.
It is not rare instances when using the optional information stored in a crm-system, some banks have substantially reduced their costs and make it for the benefit of their clients. Secondly, the outgoing communications should be based on thoughtful business processes Beginning from planning impacts on the customer and ending with the outcome. After the effective work of the same call center or crm-system is only achieved through the synergy of high-quality technology and business process optimization. Third, we need new "marketing shell", which brings together information on products and customers with all channels of interaction at all stages in the process of marketing, sales and service, and effectively use data, such as marketing companies using crm-systems and call-centers / contact centers.