The document discusses the importance of customer centricity for business success. It defines customer centricity as understanding customers through touchpoints and using that knowledge to build a customer-centric organizational culture. This allows serving customers through strategies focused on their needs rather than a company's brands. Examples are given of how companies like Taj Hotels, Singapore Airlines, and HP adopted customer-centric approaches to improve satisfaction and performance. Overall, the document advocates that gathering information about customers enables organizations to take concrete steps to prioritize customers.
The document discusses the importance of customer centricity for businesses. It provides examples of companies that prioritize understanding customer needs and delivering excellent customer experiences. Customer centricity involves developing a deep understanding of customers, integrating customer feedback into products and services, and putting customer interests ahead of other stakeholders like owners and employees. The goal is to create long-term customer loyalty and repeat business.
Knowing your customer, Doing a regular follow-up, Interacting with them, Offering them the best most importantly simplifying work to get the best output....
The document discusses building the best customer experience. It covers defining what customer experience means, how it is viewed across different business functions, and putting customer experience planning into action. The planning is broken into four stages: define, build, measure, and personalize. The goal is to research customers, build relationships, measure customer journeys across channels, and tailor experiences based on customer data and interests.
An overview presentation on using social media as a customer service channel. Presented at the ASMI two-day session on Customer Engagement Marketing (Jan. 29, 2010).
Customer Relationship Management. If you are a startup or business looking to buy a CRM software for your business this slide share will help you out immensely. 1Click team has spent time analyzing customers and CRM softwares to come up with this. SalesForce, Zoho, Microsoft... no matter which CRM you are evaluating for your business this you will find this immensely useful in decision making.
1Click live video chat, the best video chat solution for businesses and startups. 1click lets you have live conversations with visitors on your website. Our chat widget allows you to start video conversations with your customers or clients within seconds. No add-on, no plugin, no extension, your customers are truly one click away from having an audio or video conversation with you. 1Click live video chat allows multipoint face-to-face chat without any software installations, and perform cross-platform video conferencing; so that you need not worry what OS the visitor is using. Your customer can connect with your customer service representatives from anywhere, any device. Our live chat widget enables video, audio, and text on any website or mobile app. Further, our Wordpress live chat plugin, Shopify live chat plugin, Joomla live chat plugin, Drupal live chat plugin, blog live chat plugin and other similar live chat plugin will enables video and audio calling abilities on any website. Providing a live video customer support has never been easier before. Our customer support tool let's you make your customer go WOW.
With our SalesForce live chat plugin, Zoho live chat plugin, Jira live chat plugin, SugarCRM live chat plugin, and other similar live chat extensions you can start off every chat knowing whether there are any outstanding tickets, cases, or notes related to the customer. Similarly, you can create cases, notes or tickets for the customer anytime during the conversation. All the data on your 1Click live chat dashboard can be integrated with Salesforce, Zoho, Jira, SugarCRM or any other customer relationship management software you are using.
We know very that customer engagement is a team activity. 1Click live video chat widget lets you seamlessly chat with or transfer conversations to other agents. Our live chat widget comes with website statistics, and chat analytics available at your fingertips all the time. We take security very seriously. Enjoy secure encrypted chats on your SSL (https) web pages. All the video chats, audio chats, and text chats are 128 bit AES encrypted. We are developer friendly. Extend and customize the behavior of the widget. Be unique, and get creative with our Javascript APIs. Powered, and constantly upgraded with the latest web technologies such as webRTC we enable real-time communication over web (read browser). webRTC live chat, we believe will be the future of communication. 1Click live chat software will help you increase customer sastisfaction and multiply online sales.
http://1click.io
The document discusses customer retention and lifetime value. It begins by explaining why customer retention is important as retained customers buy more, are less price sensitive, and have higher lifetime value. It then discusses how to retain customers by recruiting the right customers, segmenting them by lifetime value, and communicating with them to build loyalty. The document provides an example of a lighting manufacturer that saw 82% increase in orders and 86% increase in order size by building relationships with select customers. It stresses the importance of calculating customer lifetime value to determine which customers to target retention efforts towards. The document outlines how to calculate lifetime value and provides examples of how strategies like loyalty programs and event-driven communications can increase lifetime value. It discusses how lifetime value analysis can
The document discusses customer experience (CX) and describes it as a journey that begins with discovery, then invention, and ends with the user. It notes that the CX journey does not have a clear end or start. The journey involves design experience (DX), customer experience (CX), and user experience (UX). It emphasizes that the total customer experience involves all three of these elements working together from the point of initial prospect contact through enrollment, engagement, and ultimately becoming a customer.
The document discusses the importance of customer centricity for business success. It defines customer centricity as understanding customers through touchpoints and using that knowledge to build a customer-centric organizational culture. This allows serving customers through strategies focused on their needs rather than a company's brands. Examples are given of how companies like Taj Hotels, Singapore Airlines, and HP adopted customer-centric approaches to improve satisfaction and performance. Overall, the document advocates that gathering information about customers enables organizations to take concrete steps to prioritize customers.
The document discusses the importance of customer centricity for businesses. It provides examples of companies that prioritize understanding customer needs and delivering excellent customer experiences. Customer centricity involves developing a deep understanding of customers, integrating customer feedback into products and services, and putting customer interests ahead of other stakeholders like owners and employees. The goal is to create long-term customer loyalty and repeat business.
Knowing your customer, Doing a regular follow-up, Interacting with them, Offering them the best most importantly simplifying work to get the best output....
The document discusses building the best customer experience. It covers defining what customer experience means, how it is viewed across different business functions, and putting customer experience planning into action. The planning is broken into four stages: define, build, measure, and personalize. The goal is to research customers, build relationships, measure customer journeys across channels, and tailor experiences based on customer data and interests.
An overview presentation on using social media as a customer service channel. Presented at the ASMI two-day session on Customer Engagement Marketing (Jan. 29, 2010).
Customer Relationship Management. If you are a startup or business looking to buy a CRM software for your business this slide share will help you out immensely. 1Click team has spent time analyzing customers and CRM softwares to come up with this. SalesForce, Zoho, Microsoft... no matter which CRM you are evaluating for your business this you will find this immensely useful in decision making.
1Click live video chat, the best video chat solution for businesses and startups. 1click lets you have live conversations with visitors on your website. Our chat widget allows you to start video conversations with your customers or clients within seconds. No add-on, no plugin, no extension, your customers are truly one click away from having an audio or video conversation with you. 1Click live video chat allows multipoint face-to-face chat without any software installations, and perform cross-platform video conferencing; so that you need not worry what OS the visitor is using. Your customer can connect with your customer service representatives from anywhere, any device. Our live chat widget enables video, audio, and text on any website or mobile app. Further, our Wordpress live chat plugin, Shopify live chat plugin, Joomla live chat plugin, Drupal live chat plugin, blog live chat plugin and other similar live chat plugin will enables video and audio calling abilities on any website. Providing a live video customer support has never been easier before. Our customer support tool let's you make your customer go WOW.
With our SalesForce live chat plugin, Zoho live chat plugin, Jira live chat plugin, SugarCRM live chat plugin, and other similar live chat extensions you can start off every chat knowing whether there are any outstanding tickets, cases, or notes related to the customer. Similarly, you can create cases, notes or tickets for the customer anytime during the conversation. All the data on your 1Click live chat dashboard can be integrated with Salesforce, Zoho, Jira, SugarCRM or any other customer relationship management software you are using.
We know very that customer engagement is a team activity. 1Click live video chat widget lets you seamlessly chat with or transfer conversations to other agents. Our live chat widget comes with website statistics, and chat analytics available at your fingertips all the time. We take security very seriously. Enjoy secure encrypted chats on your SSL (https) web pages. All the video chats, audio chats, and text chats are 128 bit AES encrypted. We are developer friendly. Extend and customize the behavior of the widget. Be unique, and get creative with our Javascript APIs. Powered, and constantly upgraded with the latest web technologies such as webRTC we enable real-time communication over web (read browser). webRTC live chat, we believe will be the future of communication. 1Click live chat software will help you increase customer sastisfaction and multiply online sales.
http://1click.io
The document discusses customer retention and lifetime value. It begins by explaining why customer retention is important as retained customers buy more, are less price sensitive, and have higher lifetime value. It then discusses how to retain customers by recruiting the right customers, segmenting them by lifetime value, and communicating with them to build loyalty. The document provides an example of a lighting manufacturer that saw 82% increase in orders and 86% increase in order size by building relationships with select customers. It stresses the importance of calculating customer lifetime value to determine which customers to target retention efforts towards. The document outlines how to calculate lifetime value and provides examples of how strategies like loyalty programs and event-driven communications can increase lifetime value. It discusses how lifetime value analysis can
The document discusses customer experience (CX) and describes it as a journey that begins with discovery, then invention, and ends with the user. It notes that the CX journey does not have a clear end or start. The journey involves design experience (DX), customer experience (CX), and user experience (UX). It emphasizes that the total customer experience involves all three of these elements working together from the point of initial prospect contact through enrollment, engagement, and ultimately becoming a customer.
The SlideShare presented here will give the viewers a description of how any organisation should look towards providing service experience their customer. If you want to achieve service excellence then this is the mindset you should keep.
By taking a customer-centric approach and focusing on customer experience, a company can differentiate itself from competitors. To be customer-centric, organizations should create a customer-centric culture from the top-down by understanding customer needs, tailoring products and services to meet expectations, measuring satisfaction, and rewarding customer-focused behaviors. For AIESEC, this means focusing on students, talent management, and organizational customers by providing high quality experiences through clear communication, ongoing education, and personal engagement.
Instacart is an on-demand grocery delivery platform that facilitates doorstep delivery of groceries in major US cities. In its early days, Instacart was funded through investments from Kleiner Perkins Caufield & Byers, Andreessen Horowitz, and others. It achieved product-market fit by addressing users who could order groceries online for delivery, shoppers who picked and delivered the orders, and stores who partnered with Instacart. While facing challenges like shopper retention and reducing delivery times, Instacart was able to grow and now has partnerships with major grocery chains.
The document discusses measuring and managing customer satisfaction. It provides an overview of key metrics to measure like complaints, word of mouth, loyalty, and repurchase rates. It explains that totally satisfied customers contribute significantly more revenue. The document also discusses using customer satisfaction surveys to measure individual touchpoints and a company overall. It provides examples of survey questions and using metrics like Net Promoter Score. The conclusion emphasizes implementing a formal customer satisfaction process to improve business performance.
CRM definition
CRM characteristics
Components
The role of CRM
Examples of a successful CRM
The challenges that CRM faces
Success factors of CRM
Research discussion
Presentation: Understanding Customer Centricity
Have you ever wondered why some organizations fail while some achieve stunning success? What is the secret behind successful organizations? To survive and thrive in this competitive world organizations are moving from product first approach to something else.
Presented to: Women in Agile Houston Group
Presented on: 7/15/2020
SENSIPLE offers customer experience management solutions to help companies optimize customer interactions and deliver a seamless experience across channels. Their solutions include voice biometrics, contact center optimization, self-service strategy planning, and customer analytics. SENSIPLE helps define the right customer experience and transform satisfied customers into brand advocates through implementing end-to-end customer experience solutions and context-aware services strategies.
Building and Sustaining a Customer Centric Culture (by @peoplemetrics @katefe...PeopleMetrics
This document discusses building a customer-centric culture. It introduces the 5 dimensions of a customer-centric culture: how a company hires, rewards and manages employees; how it makes decisions; how employees work together; what employees talk about; and what is expected of employees. It finds a strong relationship between customer experience, employee engagement, and culture. High-performing companies align their hiring, rewards and management practices to focus on customers.
Net Promoter Score - A 10 Slide IntroductionGenroe
We talk to lots of people about Net Promoter Score and there are many mis-conceptions about it. So we put together this brief introduction to answer the questions we hear most often.
The document discusses creating customer advocates by delivering a superior customer experience. It notes that customer satisfaction does not equal customer loyalty or advocacy. While most customers are satisfied, few actively recommend the company. The document suggests mapping all customer touchpoints to understand pain points and opportunities to strengthen relationships by turning satisfied customers into advocates who recommend the company to others. It offers to provide more information on differentiating the customer experience and engaging customers as a sales force.
Service Delivery Framework PowerPoint Presentation SlidesSlideTeam
Every organization needs to adapt to the ever-changing business environment. Sensing this need, we have come up with these content-ready change management PowerPoint presentation slides. These change management PPT templates will help you deal with any kind of an organizational change. Be it with people, goals or processes. The business solutions incorporated here will help you identify the organizational structure, create vision for change, implement strategies, identify resistance and risk, manage cost of change, get feedback and evaluation, and much more. With the help of various change management tools and techniques illustrated in this presentation design, you can achieve the desired business outcomes. This business transition PowerPoint design also covers certain related topics such as change model, transformation strategy, change readiness, change control, project management and business process. By implementing the change control methods mentioned in the presentation, you will be able to have a smooth transition in an organization. So, without waiting much, download our extensively researched change management framework presentation. With our Change Management Presentation slides, understand the need for change and plan to go through it without any hassles.
How to launch a customer loyalty program that boosts your bottom lineDarren DeMatas, MBA
The document discusses reasons for businesses to implement customer loyalty programs and tips for launching a loyalty program. It notes that there are over 3 billion loyalty program memberships in the US, with more than 71% of households earning $100,000 or more enrolled in a program. Successful loyalty programs are focused on customer engagement and retention rather than just transaction-based rewards, and increasing customer retention rates by 5% can increase profits by 95%. The document provides examples of different types of loyalty programs and gives 11 tips for launching a simple, easy-to-use program focused on customer needs rather than corporate goals.
This document discusses the importance of customer experience and provides an overview of key concepts. It defines customer experience as how customers perceive their interactions with a company. Success requires following a four-phased path from repairing issues to differentiating through experiences. Six disciplines are identified to consistently deliver the right customer experience: customer understanding, strategy, culture, governance, design, and measurement. The business case is that better customer experience can drive higher revenues and lower expenses.
Omnichannel marketing allows businesses to provide customers with a seamless brand experience across multiple touchpoints. As customers now engage with brands through various digital channels, tracking the customer journey has become more complex. An omnichannel approach aims to offer consistency across channels and devices. Effective omnichannel marketing requires analyzing customer behavior data to understand how customers move through different stages from awareness to purchase. Attribution modeling is also important to determine how various channels contribute to goals like conversions at different stages of the customer journey.
The document discusses the importance of customer experience and loyalty for businesses. It notes that loyalty has become more critical as markets have become saturated and products commoditized. It then outlines several key points about customer experience, including that customers are willing to pay more for a good experience and will drop brands after a single poor experience. The document emphasizes that improving customer experience needs to be a company-wide effort across all departments in order to be effective.
Ransys Feedback Technology is a leading global provider of Enterprise Feedback Management solutions that has developed Attentive ACE® (Attentive® Customer Experience); a platform that allows organizations to reduce costs by managing all of their feedback needs using one consolidated feedback platform.
Attentive ACE® is a daily operational tool for front line mangers that improves employees’ and customers’ engagement by utilizing the voice of the customer at the right time and place. Attentive ACE® built-in coaching, recovery, and change requests workflows, which are based on aggregated front line managers’ conclusions and recommendations, drives higher customer satisfaction, loyalty and retention and leads to operational cost savings and improved revenues.
E-commerce refers to the buying and selling of goods and services over the Internet. Electronic payment methods used in e-commerce include credit cards, debit cards, smart cards, e-money, and electronic funds transfer. These electronic payments allow for paperless monetary transactions that reduce costs for businesses while providing convenient online shopping for consumers. While e-commerce provides advantages such as expanded markets, improved customer service, and increased choice for consumers, it also faces challenges including high initial costs, user resistance to unfamiliar online sellers, and security issues with online transactions.
Implementing Customer Loyalty Program PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Implementing Customer Loyalty Program Powerpoint Presentation Slides. Enhance your audiences knowledge with this well researched complete deck. Showcase all the important features of the deck with perfect visuals. This deck comprises of total of twenty four slides with each slide explained in detail. Each template comprises of professional diagrams and layouts. Our professional PowerPoint experts have also included icons, graphs and charts for your convenience. All you have to do is DOWNLOAD the deck. Make changes as per the requirement. Yes, these PPT slides are completely customizable. Edit the colour, text and font size. Add or delete the content from the slide. And leave your audience awestruck with the professionally designed Implementing Customer Loyalty Program Powerpoint Presentation Slides complete deck.
Building A Customer Journey Map PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Building A Customer Journey Map Powerpoint Presentation Slides. This complete deck is oriented to make sure you do not lag in your presentations. Our creatively crafted slides come with apt research and planning. This exclusive deck with seventeen slides is here to help you to strategize, plan, analyse, or segment the topic with clear understanding and apprehension. Utilize ready to use presentation slides on Building A Customer Journey Map Powerpoint Presentation Slides with all sorts of editable templates, charts and graphs, overviews, analysis templates. It is usable for marking important decisions and covering critical issues. Display and present all possible kinds of underlying nuances, progress factors for an all inclusive presentation for the teams. This presentation deck can be used by all professionals, managers, individuals, internal external teams involved in any company organization.
Software Security Assurance - Program Building (You're going to need a bigger...Rafal Los
This document outlines a 5-step approach to establishing a Software Security Assurance program:
1) Conduct an assessment of capabilities, resources, assets, and organization.
2) Develop a resource strategy and plan based on assessment.
3) Build intelligent processes that leverage existing processes and accommodate business needs.
4) Implement processes strategically and augment with automation technologies.
5) Continuously measure business impact and reassess goals as business priorities change.
Build Security into the Software with SparrowJason Sohn
Fasoo is a global leader in enterprise data-centric security, with over 1,250 customers securing more than 2.5 million users worldwide. Fasoo provides enterprise digital rights management solutions to prevent unauthorized access and use of digital files. The company is expanding its offerings to include static code analysis, content lifecycle management, and intelligent lifelog solutions while maintaining its leadership position in enterprise digital rights management. Fasoo is headquartered in Seoul, South Korea with over 300 employees and a North American headquarters in New Jersey.
The SlideShare presented here will give the viewers a description of how any organisation should look towards providing service experience their customer. If you want to achieve service excellence then this is the mindset you should keep.
By taking a customer-centric approach and focusing on customer experience, a company can differentiate itself from competitors. To be customer-centric, organizations should create a customer-centric culture from the top-down by understanding customer needs, tailoring products and services to meet expectations, measuring satisfaction, and rewarding customer-focused behaviors. For AIESEC, this means focusing on students, talent management, and organizational customers by providing high quality experiences through clear communication, ongoing education, and personal engagement.
Instacart is an on-demand grocery delivery platform that facilitates doorstep delivery of groceries in major US cities. In its early days, Instacart was funded through investments from Kleiner Perkins Caufield & Byers, Andreessen Horowitz, and others. It achieved product-market fit by addressing users who could order groceries online for delivery, shoppers who picked and delivered the orders, and stores who partnered with Instacart. While facing challenges like shopper retention and reducing delivery times, Instacart was able to grow and now has partnerships with major grocery chains.
The document discusses measuring and managing customer satisfaction. It provides an overview of key metrics to measure like complaints, word of mouth, loyalty, and repurchase rates. It explains that totally satisfied customers contribute significantly more revenue. The document also discusses using customer satisfaction surveys to measure individual touchpoints and a company overall. It provides examples of survey questions and using metrics like Net Promoter Score. The conclusion emphasizes implementing a formal customer satisfaction process to improve business performance.
CRM definition
CRM characteristics
Components
The role of CRM
Examples of a successful CRM
The challenges that CRM faces
Success factors of CRM
Research discussion
Presentation: Understanding Customer Centricity
Have you ever wondered why some organizations fail while some achieve stunning success? What is the secret behind successful organizations? To survive and thrive in this competitive world organizations are moving from product first approach to something else.
Presented to: Women in Agile Houston Group
Presented on: 7/15/2020
SENSIPLE offers customer experience management solutions to help companies optimize customer interactions and deliver a seamless experience across channels. Their solutions include voice biometrics, contact center optimization, self-service strategy planning, and customer analytics. SENSIPLE helps define the right customer experience and transform satisfied customers into brand advocates through implementing end-to-end customer experience solutions and context-aware services strategies.
Building and Sustaining a Customer Centric Culture (by @peoplemetrics @katefe...PeopleMetrics
This document discusses building a customer-centric culture. It introduces the 5 dimensions of a customer-centric culture: how a company hires, rewards and manages employees; how it makes decisions; how employees work together; what employees talk about; and what is expected of employees. It finds a strong relationship between customer experience, employee engagement, and culture. High-performing companies align their hiring, rewards and management practices to focus on customers.
Net Promoter Score - A 10 Slide IntroductionGenroe
We talk to lots of people about Net Promoter Score and there are many mis-conceptions about it. So we put together this brief introduction to answer the questions we hear most often.
The document discusses creating customer advocates by delivering a superior customer experience. It notes that customer satisfaction does not equal customer loyalty or advocacy. While most customers are satisfied, few actively recommend the company. The document suggests mapping all customer touchpoints to understand pain points and opportunities to strengthen relationships by turning satisfied customers into advocates who recommend the company to others. It offers to provide more information on differentiating the customer experience and engaging customers as a sales force.
Service Delivery Framework PowerPoint Presentation SlidesSlideTeam
Every organization needs to adapt to the ever-changing business environment. Sensing this need, we have come up with these content-ready change management PowerPoint presentation slides. These change management PPT templates will help you deal with any kind of an organizational change. Be it with people, goals or processes. The business solutions incorporated here will help you identify the organizational structure, create vision for change, implement strategies, identify resistance and risk, manage cost of change, get feedback and evaluation, and much more. With the help of various change management tools and techniques illustrated in this presentation design, you can achieve the desired business outcomes. This business transition PowerPoint design also covers certain related topics such as change model, transformation strategy, change readiness, change control, project management and business process. By implementing the change control methods mentioned in the presentation, you will be able to have a smooth transition in an organization. So, without waiting much, download our extensively researched change management framework presentation. With our Change Management Presentation slides, understand the need for change and plan to go through it without any hassles.
How to launch a customer loyalty program that boosts your bottom lineDarren DeMatas, MBA
The document discusses reasons for businesses to implement customer loyalty programs and tips for launching a loyalty program. It notes that there are over 3 billion loyalty program memberships in the US, with more than 71% of households earning $100,000 or more enrolled in a program. Successful loyalty programs are focused on customer engagement and retention rather than just transaction-based rewards, and increasing customer retention rates by 5% can increase profits by 95%. The document provides examples of different types of loyalty programs and gives 11 tips for launching a simple, easy-to-use program focused on customer needs rather than corporate goals.
This document discusses the importance of customer experience and provides an overview of key concepts. It defines customer experience as how customers perceive their interactions with a company. Success requires following a four-phased path from repairing issues to differentiating through experiences. Six disciplines are identified to consistently deliver the right customer experience: customer understanding, strategy, culture, governance, design, and measurement. The business case is that better customer experience can drive higher revenues and lower expenses.
Omnichannel marketing allows businesses to provide customers with a seamless brand experience across multiple touchpoints. As customers now engage with brands through various digital channels, tracking the customer journey has become more complex. An omnichannel approach aims to offer consistency across channels and devices. Effective omnichannel marketing requires analyzing customer behavior data to understand how customers move through different stages from awareness to purchase. Attribution modeling is also important to determine how various channels contribute to goals like conversions at different stages of the customer journey.
The document discusses the importance of customer experience and loyalty for businesses. It notes that loyalty has become more critical as markets have become saturated and products commoditized. It then outlines several key points about customer experience, including that customers are willing to pay more for a good experience and will drop brands after a single poor experience. The document emphasizes that improving customer experience needs to be a company-wide effort across all departments in order to be effective.
Ransys Feedback Technology is a leading global provider of Enterprise Feedback Management solutions that has developed Attentive ACE® (Attentive® Customer Experience); a platform that allows organizations to reduce costs by managing all of their feedback needs using one consolidated feedback platform.
Attentive ACE® is a daily operational tool for front line mangers that improves employees’ and customers’ engagement by utilizing the voice of the customer at the right time and place. Attentive ACE® built-in coaching, recovery, and change requests workflows, which are based on aggregated front line managers’ conclusions and recommendations, drives higher customer satisfaction, loyalty and retention and leads to operational cost savings and improved revenues.
E-commerce refers to the buying and selling of goods and services over the Internet. Electronic payment methods used in e-commerce include credit cards, debit cards, smart cards, e-money, and electronic funds transfer. These electronic payments allow for paperless monetary transactions that reduce costs for businesses while providing convenient online shopping for consumers. While e-commerce provides advantages such as expanded markets, improved customer service, and increased choice for consumers, it also faces challenges including high initial costs, user resistance to unfamiliar online sellers, and security issues with online transactions.
Implementing Customer Loyalty Program PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Implementing Customer Loyalty Program Powerpoint Presentation Slides. Enhance your audiences knowledge with this well researched complete deck. Showcase all the important features of the deck with perfect visuals. This deck comprises of total of twenty four slides with each slide explained in detail. Each template comprises of professional diagrams and layouts. Our professional PowerPoint experts have also included icons, graphs and charts for your convenience. All you have to do is DOWNLOAD the deck. Make changes as per the requirement. Yes, these PPT slides are completely customizable. Edit the colour, text and font size. Add or delete the content from the slide. And leave your audience awestruck with the professionally designed Implementing Customer Loyalty Program Powerpoint Presentation Slides complete deck.
Building A Customer Journey Map PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Building A Customer Journey Map Powerpoint Presentation Slides. This complete deck is oriented to make sure you do not lag in your presentations. Our creatively crafted slides come with apt research and planning. This exclusive deck with seventeen slides is here to help you to strategize, plan, analyse, or segment the topic with clear understanding and apprehension. Utilize ready to use presentation slides on Building A Customer Journey Map Powerpoint Presentation Slides with all sorts of editable templates, charts and graphs, overviews, analysis templates. It is usable for marking important decisions and covering critical issues. Display and present all possible kinds of underlying nuances, progress factors for an all inclusive presentation for the teams. This presentation deck can be used by all professionals, managers, individuals, internal external teams involved in any company organization.
Software Security Assurance - Program Building (You're going to need a bigger...Rafal Los
This document outlines a 5-step approach to establishing a Software Security Assurance program:
1) Conduct an assessment of capabilities, resources, assets, and organization.
2) Develop a resource strategy and plan based on assessment.
3) Build intelligent processes that leverage existing processes and accommodate business needs.
4) Implement processes strategically and augment with automation technologies.
5) Continuously measure business impact and reassess goals as business priorities change.
Build Security into the Software with SparrowJason Sohn
Fasoo is a global leader in enterprise data-centric security, with over 1,250 customers securing more than 2.5 million users worldwide. Fasoo provides enterprise digital rights management solutions to prevent unauthorized access and use of digital files. The company is expanding its offerings to include static code analysis, content lifecycle management, and intelligent lifelog solutions while maintaining its leadership position in enterprise digital rights management. Fasoo is headquartered in Seoul, South Korea with over 300 employees and a North American headquarters in New Jersey.
Touchpoints refer to any interaction between a customer and brand, and can be categorized as products, interactions, messages, and settings. Apple excels at crafting positive touchpoints along the entire customer journey, from their clean website and high-quality packaging to helpful employees, convenient store locations, troubleshooting support, and post-purchase assistance. By optimizing each touchpoint, Apple builds loyalty by exceeding expectations and creating an easy, enjoyable experience at every step.
This document discusses determining the scope for Enterprise SPICE, which includes deciding which disciplines and standards to include. It provides steps for determining the initial scope, including developing criteria for additional disciplines, receiving stakeholder input, and approval from an Advisory Board. Current disciplines addressed include software engineering, systems engineering, and others. Additional disciplines and standards will be determined based on relevance, need, and value to stakeholders. The scope may evolve through phases to address more disciplines over time based on experience.
Building Great Customer Experiences Across Multiple Touch PointsiQmetrixCorp
(1) The document discusses creating multichannel customer experiences across multiple touchpoints such as in-store, online, mobile, and social channels.
(2) It provides tips for each channel such as using digital tools to attract customers in-store, ensuring consistency between online and in-store experiences, and leveraging social media and location-based mobile apps to engage customers.
(3) The overall message is that customers are using multiple channels in their purchasing process and retailers need to provide a unified experience across all channels to maximize customer spending and satisfaction.
This document discusses building security into the software development life cycle (SDLC) through a business case approach. It outlines the costs of application security versus software security. Adopting a formal secure SDLC process using security enhancing models can reduce costs by finding and fixing defects earlier. Making an initial business case by assessing return on security investment and integrating software security with overall risk management is recommended. Regularly reviewing the business case ensures commitment to security throughout the SDLC.
Running a Software Security Program with Open Source ToolsDenim Group
Using the Software Assurance Maturity Model (OpenSAMM) as a framework, this course walks through the major components of a comprehensive software security program and highlights open source and other freely available tools that can be used to help implement the activities involved in such a program.
The focus of the course is on providing hands-on demonstrations of the tools with an emphasis on integrating tool results into the overall software security program. Attendees should finish the course with a solid understanding of the various components of a comprehensive software security program as well as hands-on exposure to a variety of freely-available tools that they can use to implement portions of these programs.
Software Quality Assurance: A mind game between you and devilNascenia IT
Software Quality Assurance (SQA) is essential in assuring the quality of software development. Topics such as SQA core concept, QA & developer relationship, common mistakes made by developers, cost of bugs at different stages of software development, best practices to avoid silly bugs in development stage and thus reducing the probability of getting a bug by the clients - are discussed in the slides.
Security Vulnerabilities in Third Party Code - Fix All the Things! Kymberlee Price
Developer Edition, presented at Philly Emerging Technologies in the Enterprise conference, 2016: increased discussion regarding management of third party libraries during design and development as a part of SDL process, overview of vulnerability management concepts, SDL, Incident Response processes, CVSS, and vulnerability data sources. Attendees were provided with concrete recommendations for each phase of SDL to improve their third party library security.
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Many developers today are turning to well established third-party libraries to speed the development process and realize quality improvements over creating an in-house proprietary font parsing or image rendering library from the ground up. Efficiency comes at a cost though: a single application may have as many as 100 different third party libraries implemented. The result is that third-party and open source libraries have the ability to spread a single vulnerability across multiple products- exposing enterprises and requiring software vendors and IT organizations to patch the same vulnerability repeatedly.
How big of a problem is this? What libraries are the biggest offenders for spreading pestilence? And what can be done to minimize this problem? This presentation will dive deep into vulnerability data and explore the source and spread of these vulnerabilities through products – as well as actions developers, the security research community, and enterprise customers can take to address this problem.
Security in the Development Lifecycle - lessons learnedBoaz Shunami
In this presentation, I delivered in the OWASP IL conference on September 2012.
I discuss the lessons learned from several years of Implementing Application Security into the development lifecycle on organizations in IL, EU and US. I cover some different approaches to the subject and also different types of organizations. Concluding with some recommendations.
Feel free to contact me if you have any questions:
boaz (at) komodosec.com
check out our website and services on:
www.komodosec.com
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IT managers and people involved in purchase of hardware for your organisation. here is a bit of what you need to know.
and how you could get support from manufacturers when such machines/software break down or need support/ maintenance .
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And here are three important take-aways from this highly informative webinar:
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The document discusses positioning banks at the heart of the expanding payments ecosystem. It recommends that banks leverage customer trust in banking and opportunities in payments and digital wallet innovations where trust in those areas is growing. Banks should test blockchain technologies with partners or pilot standalone use cases to learn. Collaboration with fintech startups is important, leveraging banks' customer trust and scale, requiring open APIs. Developing big data science capabilities and advanced analytics APIs can provide clearer benefits and transparency to improve product innovations.
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Guest Speaker Segment with Hannah Barrington: Dive into the world of dynamic real estate marketing with Hannah, the Marketing Manager at Workspace Group. Hear firsthand how their team generates engaging descriptions for thousands of office units by integrating diverse data sources—from PDF floorplans to web pages—using FME transformers, like OpenAIVisionConnector and AnthropicVisionConnector. This use case will show you how GenAI can streamline content creation for marketing across the board.
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2. Agenda
• About Customer Touch Points
• What are Basic Security Concerns or Risks
• Security Concerns at Different Touch Points
• What are Basic Risk Mitigation Measures
• Risk Mitigation at Different Touch Points
• Some Regulatory Measures
• Q & A
• About Customer Touch Points
• What are Basic Security Concerns or Risks
• Security Concerns at Different Touch Points
• What are Basic Risk Mitigation Measures
• Risk Mitigation at Different Touch Points
• Some Regulatory Measures
• Q & A
3. What are customer Touch Points?
• A Point Where
– customer Touches a Bank Or Bank Touches a Customer
For
– Service Access or Service Delivery
• Examples of Services
– Exchange of Information
– Transactional
– Relationship Development / management
• A Point Where
– customer Touches a Bank Or Bank Touches a Customer
For
– Service Access or Service Delivery
• Examples of Services
– Exchange of Information
– Transactional
– Relationship Development / management
3
5. What are customer Touch Points?
• Examples of Other Touchpoints
– Relationship Manager
– Call Center
– Cheques, Receipts, Account Statements
– Events
– Offerings
– E-mails
– Other correspondence
• Examples of Other Touchpoints
– Relationship Manager
– Call Center
– Cheques, Receipts, Account Statements
– Events
– Offerings
– E-mails
– Other correspondence
5
6. Why So Many customer Touch Points?
• Technology Driven Causes
– Rapid Innovation
– Rapid Penetration in to all segments of Society
– Rapid Adoption by Variety of Businesses and Government
• Business Driven Causes
– Drastic Reduction in Cost of Services
– Competitive Pressures
– Real Danger of Elimination
• Technology Driven Causes
– Rapid Innovation
– Rapid Penetration in to all segments of Society
– Rapid Adoption by Variety of Businesses and Government
• Business Driven Causes
– Drastic Reduction in Cost of Services
– Competitive Pressures
– Real Danger of Elimination
6
7. What are Basic Security concerns of
Banks and Customers?
• THEFT
AND
• DESTRUCTION
• THEFT
AND
• DESTRUCTION
7
8. What are Basic Security concerns of
Banks and Customers?
• THEFT
– DATA
– RESOURCES / ASSETS
• DESTRUCTION
– DATA
– RESOURCES / ASSETS
– REPUTATION
• THEFT
– DATA
– RESOURCES / ASSETS
• DESTRUCTION
– DATA
– RESOURCES / ASSETS
– REPUTATION
8
10. Some Recent Examples
Date Sr no. Security Breach Example
28-02-2013 1 14 GB of Bank of America Data hacked.
It contained sensitive information about hundreds
of thousands of its employees, globally.
2 Botnets are being legally sold on Internet for as
low as $25 for 1000 hosts
10
2 Botnets are being legally sold on Internet for as
low as $25 for 1000 hosts
06-03-2013 3 Websites of Czech Central Bank and Stock
Exchange crippled by brute force DDOS attack
4 NY police announce that cyber crime is the fastest
growing crime in NY (more than 50%)
Largest no. of crimes consist of
- Rigging of ATMs
- Card Skimming
11. Some Recent Examples
Date Sr no. Security Breach Example
06-03-2013 5 According to HP, mobile phones vulnerabilities
rose significantly (68%) from 2011 to 2012
6 Following are highly vulnerable:
- Mobile phone payments
- Tap and Pay ‘Near Field communication’ (NFC)
- Digital Wallets
( Source: Samsung, Blackberry, Mcafee)
11
Following are highly vulnerable:
- Mobile phone payments
- Tap and Pay ‘Near Field communication’ (NFC)
- Digital Wallets
( Source: Samsung, Blackberry, Mcafee)
08-03-2013 7 Mr Rajesh Aggarwal, IT secretary, Government of
Maharashtra ordered PNB to pay Rs45 Lakhs to
Mr Manmohansingh Matharu, MD, Poona Auto
Ancillaries as he lost Rs80L by responding to a
phishing email
12. Some Recent Examples
Date Sr no. Security Breach Example
11-03-2013 8 Reserve Bank of Australia’s networks were hacked
repeatedly.
It was found to be infiltrated by Chinese malware.
9 Two tech savvy brothers from Mumbai, Mr Fazrur
Rehman(26) and shahrukh(23); both college
dropouts; arrested for Rs 1 cr e-fraud by Mulund
Police.
They managed to transfer Rs 1cr from the current
a/c of a cosmetics co. to 12 different bank a/cs
within 45 minutes, using just a smartphone..
12
Two tech savvy brothers from Mumbai, Mr Fazrur
Rehman(26) and shahrukh(23); both college
dropouts; arrested for Rs 1 cr e-fraud by Mulund
Police.
They managed to transfer Rs 1cr from the current
a/c of a cosmetics co. to 12 different bank a/cs
within 45 minutes, using just a smartphone..
13. Some Recent Examples
Date Sr no. Security Breach Example
27-03-2013 10 A new Malware called ‘Dump Grabber’ scans the
memory of POS and ATMs, captures track1 and
track 2 data and sends to a remote server.
The Malware can be installed remotely
It has affected all major US banks such as Chase,
Capitol one, Citibank, Union Bank of California etc.
13
A new Malware called ‘Dump Grabber’ scans the
memory of POS and ATMs, captures track1 and
track 2 data and sends to a remote server.
The Malware can be installed remotely
It has affected all major US banks such as Chase,
Capitol one, Citibank, Union Bank of California etc.
28-03-2013 11 Cyber attacks meant for ‘Destruction’ rather than
‘Disruption’
American Express customers could not access
their accounts today for 2 hrs.
Last week it happened to J P Morgan Chase.
32,000 computers of South Korea banks were
incapacitated last week.
14. Some Recent Examples
Date Sr no. Security Breach Example
25-04-2013 12 A new virus has been found to be spreading widely
in Indian cyberspace. It cleverly steals, bank
account details, and passwords.
This advisory was issued by CERT-IN today.
(Computer Emergency Response Team – India)
14
16. What are Basic Security concerns of
Banks and Customers?
• THEFT
– DATA
• Credentials
• Account Details
• Account Balances
• Non Account Balances
• Other Data from Customer PCs / Mobiles &
• Entire Databases
• THEFT
– DATA
• Credentials
• Account Details
• Account Balances
• Non Account Balances
• Other Data from Customer PCs / Mobiles &
• Entire Databases
16
17. What are Basic Security concerns of
Banks and Customers?
• THEFT
– RESOURCES / ASSETS
• Customer Cash
• Bank Cash
• Instruments
• Cards
• POS Terminals
• ATMs
• Documents
• Contents of SD Lockers
• Network Components
• IT Infrastructure &
• Other Assets
• THEFT
– RESOURCES / ASSETS
• Customer Cash
• Bank Cash
• Instruments
• Cards
• POS Terminals
• ATMs
• Documents
• Contents of SD Lockers
• Network Components
• IT Infrastructure &
• Other Assets
17
18. What are Basic Security concerns of
Banks and Customers?
• DESTRUCTION
– DATA
• Web sites and Portals
• Account Details
• Account Balances
• Non Account Balances
• Other Data from Customer PCs / Mobiles &
• Entire Databases
• DESTRUCTION
– DATA
• Web sites and Portals
• Account Details
• Account Balances
• Non Account Balances
• Other Data from Customer PCs / Mobiles &
• Entire Databases
18
19. What are Basic Security concerns of
Banks and Customers?
• DESTRUCTION
– RESOURCES / ASSETS
• Customer Cash
• Bank Cash
• Blank Instruments
• Blank Cards
• POS Terminals
• ATMs
• Documents
• Contents of SD Lockers
• Network Components
• IT Infrastructure &
• Other Assets
• DESTRUCTION
– RESOURCES / ASSETS
• Customer Cash
• Bank Cash
• Blank Instruments
• Blank Cards
• POS Terminals
• ATMs
• Documents
• Contents of SD Lockers
• Network Components
• IT Infrastructure &
• Other Assets
19
23. Security concerns at
Touch points - ATM
THEFT DESTRUCTION
DATA ASSETS DATA ASSETS REPUTATION
Credentials
Card Data
Account
Balances -
- Money
- Equity
- Units
- etc
Debit Card
Credit Card
Cash -
- Customer
- Bank
ATM
Other Fixures
ATM
ATM Center
Cash
- Bank
Other Fixtures
Credentials
Card Data
Account
Balances -
- Money
- Equity
- Units
- etc
Debit Card
Credit Card
Cash -
- Customer
- Bank
ATM
Other Fixures
ATM
ATM Center
Cash
- Bank
Other Fixtures
23
24. Security concerns at
Touch points - POS
THEFT DESTRUCTION
DATA ASSETS DATA ASSETS REPUTATION
Credentials
Card Data
POS Terminal POS Terminal Retailer
credibility with
Banks
24
25. Security concerns at
Touch points – Net Banking
THEFT DESTRUCTION
DATA ASSETS DATA ASSETS REPUTATION
Credentials
Account
Details
Account
Balances
Other data
from customer
PC
customer
- Money
- Equity
- Units
- etc
Account
Mis-use
Individual
Related Data
Entire
Databases
Customer PC
Data
Bank's Portals
Network
Components
Networks
Ransomnets
Defamation
(Disfigured
Portals)
Availability
Credibility
Reliability
Goodwill
Credentials
Account
Details
Account
Balances
Other data
from customer
PC
customer
- Money
- Equity
- Units
- etc
Account
Mis-use
Individual
Related Data
Entire
Databases
Customer PC
Data
Bank's Portals
Network
Components
Networks
Ransomnets
Defamation
(Disfigured
Portals)
Availability
Credibility
Reliability
Goodwill
25
26. Security concerns at
Touch points – MOBILES
THEFT DESTRUCTION
DATA ASSETS DATA ASSETS REPUTATION
Credentials
Account
Details
Account
Balances
Other data
from customer
mobile
Cash from
digital or
mobile wallets
customer
- Money
- Equity
- Units
- etc
Account
Mis-use
Mobile unit
SIM Cards
Memory cards
Individual
Related Data
Entire
Databases
Customer
Mobile Data
Bank's Portals
Digital / mobile
Wallets
Defamation
(Disfigured
Portals)
Availability
Credibility
Reliability
Goodwill
Credentials
Account
Details
Account
Balances
Other data
from customer
mobile
Cash from
digital or
mobile wallets
customer
- Money
- Equity
- Units
- etc
Account
Mis-use
Mobile unit
SIM Cards
Memory cards
Individual
Related Data
Entire
Databases
Customer
Mobile Data
Bank's Portals
Digital / mobile
Wallets
Defamation
(Disfigured
Portals)
Availability
Credibility
Reliability
Goodwill
26
27. Security concerns at
Touch points – PAYMENT GATEWAY
THEFT DESTRUCTION
DATA ASSETS DATA ASSETS REPUTATION
Credentials
Account
Details
Account
Balances
Other data
from customer
PC
Defamation
(Disfigured
Portals)
Availability
Credibility
Reliability
Goodwill
Credentials
Account
Details
Account
Balances
Other data
from customer
PC
Defamation
(Disfigured
Portals)
Availability
Credibility
Reliability
Goodwill
27
28. Security concerns at
Touch points – Bank Branch
THEFT DESTRUCTION
DATA ASSETS DATA ASSETS REPUTATION
Credentials
(Signatures)
Account
Details
Account
Balances
Cheques
Cash
- customer
- Bank
Safe Deposit
Vaults
Physical
documents
- FD Receipts
- Shares /
Debentures
- etc
Branch Data IT
Infrastructure
Other Branch
infrastructure
Safe deposit
vaults
Staff
Customers
Premises
Reliability (SD
Vaults)
Availability
(When
reopen?)
Credibility
(Safe to visit?)
Credentials
(Signatures)
Account
Details
Account
Balances
Cheques
Cash
- customer
- Bank
Safe Deposit
Vaults
Physical
documents
- FD Receipts
- Shares /
Debentures
- etc
IT
Infrastructure
Other Branch
infrastructure
Safe deposit
vaults
Staff
Customers
Premises
Reliability (SD
Vaults)
Availability
(When
reopen?)
Credibility
(Safe to visit?)
28
37. Risk Mitigation Measures - Prevention
• RECOVERY
– BUSINESS CONTINUITY
• DR Site
• Redundancy
• Hot swappable Devices
• DR and BC Policies
• Trainings
• simulations
– REPUTATION
• Publicity
• Transparency
• Speed of Action
• Hard Decisions
• RECOVERY
– BUSINESS CONTINUITY
• DR Site
• Redundancy
• Hot swappable Devices
• DR and BC Policies
• Trainings
• simulations
– REPUTATION
• Publicity
• Transparency
• Speed of Action
• Hard Decisions
37
38. Security and Role of Regulators
• Who are the Regulators?
• Why Are they concerned about Security?
• Who are the Regulators?
• Why Are they concerned about Security?
38
39. What are Basic Security concerns of
Regulators?
• Legal and regulatory issues
• Security and technology issues
• Supervisory and operational issues.
• Impact on Monetary Policy
• Legal and regulatory issues
• Security and technology issues
• Supervisory and operational issues.
• Impact on Monetary Policy
39
40. What are Basic Security concerns of
Regulators?
• Legal and regulatory issues
– The jurisdiction of law
– Validity of electronic contract including the question of
repudiation
– Gaps in the legal / regulatory environment for electronic
commerce.
• Legal and regulatory issues
– The jurisdiction of law
– Validity of electronic contract including the question of
repudiation
– Gaps in the legal / regulatory environment for electronic
commerce.
40
41. What are Basic Security concerns of
Regulators?
• Security and Technology Issues
– Questions of adopting internationally accepted state of the art
minimum technology standards for
• access control,
• encryption / decryption ( minimum key length etc),
• firewalls,
• verification of digital signature,
• Public Key Infrastructure (PKI) etc.
– The security policy for the banking industry,
– Security awareness and education.
• Security and Technology Issues
– Questions of adopting internationally accepted state of the art
minimum technology standards for
• access control,
• encryption / decryption ( minimum key length etc),
• firewalls,
• verification of digital signature,
• Public Key Infrastructure (PKI) etc.
– The security policy for the banking industry,
– Security awareness and education.
41
42. What are Basic Security concerns of
Regulators?
• Supervisory and Operational Issues.
– Risk control measures,
– Advance warning system,
– Information Technology audit
– Re-engineering of operational procedures.
– Whether the nature of products and services offered are within
the regulatory framework and
– Whether the transactions do not camouflage money-laundering
operations.
• Supervisory and Operational Issues.
– Risk control measures,
– Advance warning system,
– Information Technology audit
– Re-engineering of operational procedures.
– Whether the nature of products and services offered are within
the regulatory framework and
– Whether the transactions do not camouflage money-laundering
operations.
42
43. What are Basic Security concerns of
Regulators?
• Impact on Monetary Policy.
– when and where private sector initiative produces electronic
substitution of money like
• e-cheque,
• account based cards ,
• digital coins,
• M-Wallets
• Cash Cards
• Non account based cards
• e-money transfers with physical cash payments etc
• Impact on Monetary Policy.
– when and where private sector initiative produces electronic
substitution of money like
• e-cheque,
• account based cards ,
• digital coins,
• M-Wallets
• Cash Cards
• Non account based cards
• e-money transfers with physical cash payments etc
43
44. Some Recent Policy Recommendations
BY RBI
Target Date Sr no. Security Breach Example
30-06-2013 1 All new debit and credit cards to be issued only for
domestic usage unless international use is
specifically sought by the customer. Such cards
enabling international usage will have to be
essentially EMV Chip and Pin enabled.
44
30-06-2013 2 Issuing banks should convert all existing
MagStripe cards to EMV Chip card for all
customers who have used their cards
internationally at least once (for/through e-
commerce/ATM/POS)
45. Some Recent Policy Recommendations
BY RBI
Target Date Sr no. Security Breach Example
30-06-2013 3 Banks should ensure that the terminals installed at
the merchants for capturing card payments
(including the double swipe terminals used) should
be certified for PCI-DSS (Payment Card Industry-
Data Security Standards) and PA-DSS (Payment
Applications -Data Security Standards)
45
Banks should ensure that the terminals installed at
the merchants for capturing card payments
(including the double swipe terminals used) should
be certified for PCI-DSS (Payment Card Industry-
Data Security Standards) and PA-DSS (Payment
Applications -Data Security Standards)
30-06-2013 4 Banks should ensure that all acquiring
infrastructure that is currently operational on IP
(Internet Protocol) based solutions are mandatorily
made to go through PCI-DSS and PA-DSS
certification. This should include acquirers,
processors / aggregators and large merchants
46. Some Recent Policy Recommendations
BY RBI
Target Date Sr no. Security Breach Example
ASAP 5 Banks should move towards real time fraud
monitoring system at the earliest.
ASAP 6 Banks should provide easier methods (like SMS)
for the customer to block his card and get a
confirmation to that effect after blocking the card.
46
ASAP 7 Banks should provide easier methods (like SMS)
for the customer to block his card and get a
confirmation to that effect after blocking the card.
47. Some Recent Debit Card
Recommendations BY RBI
Target Date Sr no. Security Breach Example
Immediately 1 Banks may issue only online debit cards including
co-branded debit cards where there is an
immediate debit to the customers’ account, and
where straight through processing is involved.
Immediately 2 No bank shall dispatch a card to a customer
unsolicited, except in the case where the card is a
replacement for a card already held by the
customer.
47
No bank shall dispatch a card to a customer
unsolicited, except in the case where the card is a
replacement for a card already held by the
customer.
Immediately 3 The terms shall put the cardholder under an
obligation not to record the PIN or code, in any
form that would be intelligible or otherwise
accessible to any third party if access is gained to
such a record, either honestly or dishonestly.
48. Some Recent Debit Card
Recommendations BY RBI
Target Date Sr no. Security Breach Example
Immediately 4 No cash transactions through the debit cards
should be offered at the Point of Sale under any
facility without prior authorization of Reserve Bank
of India under Section 23 of the Banking
Regulation Act, 1949.
Immediately 5 The bank shall ensure full security of the debit
card. The security of the debit card shall be the
responsibility of the bank and the losses incurred
by any party on account of breach of security or
failure of the security mechanism shall be borne by
the bank.
48
Immediately 5 The bank shall ensure full security of the debit
card. The security of the debit card shall be the
responsibility of the bank and the losses incurred
by any party on account of breach of security or
failure of the security mechanism shall be borne by
the bank.
Immediately 6 The banks should undertake review of their
operations/issue of debit cards on half-yearly
basis. The review may include, inter-alia, card
usage analysis including cards not used for long
durations due to their inherent risks.
49. Some Recent Debit Card
Recommendations BY RBI
Target Date Sr no. Security Breach Example
Immediately 7 The role of the non-bank entity under the tie-up
arrangement should be limited to marketing/
distribution of the cards or providing access to the
cardholder for the goods/services that are offered.
Immediately 8 The card issuing bank should not reveal any
information relating to customers obtained at the
time of opening the account or issuing the card
and the co-branding non-banking entity should not
be permitted to access any details of customer’s
accounts that may violate bank’s secrecy
obligations.
49
The card issuing bank should not reveal any
information relating to customers obtained at the
time of opening the account or issuing the card
and the co-branding non-banking entity should not
be permitted to access any details of customer’s
accounts that may violate bank’s secrecy
obligations.
51. ATM Security standards
Standard Security Breach Example
PCI PTS POI Standard: PCI PIN Transaction Security Point of
Interaction Security Requirements (PCI PTS POI)
Version: 1.0
Date: January 2013
Author: PCI Security Standards Council
PCI DSS PCI SSC Data Security Standard
The PCI DSS is a multifaceted security standard
that includes requirements for security
management, policies, procedures, network
architecture, software design, and other critical
protective measures. This comprehensive
standard is intended to help organizations
proactively protect customer account data
51
PCI DSS PCI SSC Data Security Standard
The PCI DSS is a multifaceted security standard
that includes requirements for security
management, policies, procedures, network
architecture, software design, and other critical
protective measures. This comprehensive
standard is intended to help organizations
proactively protect customer account data
52. ATM Security standards
Standard Security Breach Example
PCI PA-DSS PCI SSC Payment Application Data Security
Standard
This document is to be used by Payment
Application-Qualified Security Assessors (PA-
QSAs) conducting payment application reviews; so
that software vendors can validate that a payment
application complies with the PCI DSS Payment
Application Data Security Standard (PA-DSS). This
document is also to be used by PA-QSAs as a
template to create the Report on Validation.
52
PCI SSC Payment Application Data Security
Standard
This document is to be used by Payment
Application-Qualified Security Assessors (PA-
QSAs) conducting payment application reviews; so
that software vendors can validate that a payment
application complies with the PCI DSS Payment
Application Data Security Standard (PA-DSS). This
document is also to be used by PA-QSAs as a
template to create the Report on Validation.
53. ATM Security standards
Standard Security Breach Example
PCI PTS PCI PIN Transaction Security Standard
This standard includes security requirements for
vendors (PTS POI Requirements), device-
validation requirements for laboratories (Derived
Test Requirements), and a device approval
framework that produces a list of approved PTS
POI devices (against the PCI PTS POI Security
Requirements) that can be referred to by brands’
mandates.
The PCI PTS list is broken down into the following
Approval Classes of devices: PIN Entry Devices
(PEDs—standalone terminals), EPPs (generally to
be integrated into ATMs and self-service POS
devices), Unattended Payment Terminals (UPT),
Secure Card Readers (SCRs), and Non-PIN-
enabled (Non-PED) POS Terminals.
53
PCI PIN Transaction Security Standard
This standard includes security requirements for
vendors (PTS POI Requirements), device-
validation requirements for laboratories (Derived
Test Requirements), and a device approval
framework that produces a list of approved PTS
POI devices (against the PCI PTS POI Security
Requirements) that can be referred to by brands’
mandates.
The PCI PTS list is broken down into the following
Approval Classes of devices: PIN Entry Devices
(PEDs—standalone terminals), EPPs (generally to
be integrated into ATMs and self-service POS
devices), Unattended Payment Terminals (UPT),
Secure Card Readers (SCRs), and Non-PIN-
enabled (Non-PED) POS Terminals.