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Customer Relationship Management in Retail Banking
Which core CRM feature allows a relationship manager to see a customer's full transaction history, channel-wise interactions, and product preferences on a single screen before a sales call?
The 360-degree Customer View consolidates all customer data including transaction history, channel interactions, and product preferences into one unified screen for relationship managers.
What are the three core objectives of a bank's CRM strategy as defined in the chapter?
Acquisition, Retention, and Expansion of customer relationships
What is Customer Relationship Management (CRM) in the context of retail banking?
CRM in retail banking is a strategy and technology framework that enables banks to manage and analyze customer interactions and data throughout the customer lifecycle to improve relationships, retain customers, and drive sales growth.
Under the 'Acquisition' objective of CRM, what type of new customer should a retail bank target?
New customers who are immediately profitable to the bank
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