2. Tie-up Arrangements
• PSBs with regional concentration can reap the benefit of reaching
customers across the country by entering into strategic alliance with
other such banks with intensive presence in other regions.
3. Delivery Channel
• Delivery Channel means that channels which act as intermediaries
between bank and customer and leads to expand movement and
execution of banking services. These channels may be media, tools or
any application through which customer can perform their banking
operations.
4. Branch
• Unit banking refers to a single, usually very small bank that provides
financial services to its local community. Typically, a unit bank is
independent and operates without any connecting banks or branches in
the area.
• Branch banking is the operation of storefront locations away from the
institution's home office for the convenience of customers.
5. Extension Counters
• Extension counters provide limited banking services such as
deposit/withdrawal transactions, issuing and encashment of drafts and
mail transfers, issue and encashment of travelers cheques, sale of gift
cheques and collection of bills
6. ATM
• An automated teller machine (ATM) is an electronic banking outlet
that allows customers to complete basic transactions without the aid of
a branch representative or teller. Anyone with a credit card or debit
card can access cash at most ATMs.
7. Post Office Savings Schemes
• The post office savings account is a deposit scheme provided by the
post office throughout India. The account provides a fixed interest rate
on the account balance. It is a beneficial scheme for individual
investors who wish to earn a fixed rate of interest by investing a
significant portion of their financial assets
8. Internet Banking
• Internet banking, also known as online banking, e-banking or virtual
banking, is an electronic payment system that enables customers of a
bank or other financial institution to conduct a range of financial
transactions through the financial institution's website.
9. M-Banking
• Mobile banking is the act of making financial transactions on a mobile
device (cell phone, tablet, etc.).
• This activity can be as simple as a bank sending fraud or usage
activity to a client's cell phone or as complex as a client paying bills or
sending money abroad.
10. Selling Process in Retail Products
• Step 1 - Greet the Customer
• Step 2 - Ask KEY Questions
• Step 3 - Qualify the Customer
• Step 4 - Know Your Products and Services
• Step 5 - Offer Options
• Step 6 - Close the Sale
• Step 7 - Validate Purchase and Thank the Customer
11. Customer Relationship Management
• Customer relationship management (CRM) is a technology for
managing all your company’s relationships and interactions with
customers and potential customers. The goal is simple: Improve
business relationships to grow your business. A CRM system helps
companies stay connected to customers, streamline processes, and
improve profitability.
12. Role and Impact of Customer Relationship
Management
• Ultimately, Customer Relationship Management, or CRM, improves
the customer's overall experience by enabling you to better manage
direct interactions, from sales to customer service and marketing.
CRM enhances the bottom line and can, therefore, determine
profitability, loyalty, and overall success.
13. Stages in CRM Process
1. Introduce them to your business
2. Engage them
3. Converse them
4. Provide quality customer service
5. Invest in Loyalty and Upgrading
14. Technology for Retail Banking
• Mobile retail banking
• IoT
• Artificial Intelligence
• Bitcoin + Blockchain
• Biometrics
• In-car apps
• Wearables
• Robotics
• Augmented reality
• Big data analytics
