Victoria Bank Case
* The Victory Bank Case
Vlissingen 2010
* Content
The Victory Bank Case 1
Content 2
List of Figures 4
Preamble 5
1 Company Description 6
2 Current Situation 10 2.1 CRM Vision 10 2.2 CRM Strategy 11 2.3 Valued Customer Experience 13 2.4 Organizational Collaboration 13 2.5 CRM Processes 15 2.6 CRM Information 17 2.7 CRM Technology 18 2.8 CRM Metrics 19
3 The Main Challenges 21 3.1 Database 21 3.2 Employees 21 3.3 Market position 21 3.4 Extending market presence 22
4 Kapitel 23 4.1 Unterkapitel 23 4.1.1 Unterpunkt 23 4.1.2 Unterpunkt 23 4.1.3 Unterpunkt 23 4.2 Unterkapitel 23 4.2.1 Unterpunkt 23 4.2.2 Unterpunkt 23 4.2.3 Unterpunkt 23
5 Conclusion 24
6 List of Literature 25
7 Appendix 26
* List of Figures
Text
* Preamble
This paper deals with a Bank Case. All the information is based on an invented case. The objective is to analyse the current situation, finding out their problems and in order to that coming up with a suitable strategy to solve the problems regarding Customer Relationship Management.
The first chapter deals with the current situation. The positive and negative aspects will be listed. The outcome of this is a conclusion. This will lead to the main challenges the Victory Bank has to deal with which is described in the second part of the work.
Company Description
In 1999, Victory Groep operated a re-organisation of Victory Bank and since then realized that the actual situation is getting worse and worse.
Product and service description
A distinction in customers is made by the Victoriebank in the next 5 groups: * Basic Private customers * Top Private customers * Top Plus Private customers * Corporate customers * Large Corporate customers
All the 7,012 customers of Victoriebank are divided in one of the group according to criteria set by the board of directors. These selection criteria per group are: * Basic Private
Vlissingen 2010
* Content
The Victory Bank Case 1
Content 2
List of Figures 4
Preamble 5
1 Company Description 6
2 Current Situation 10 2.1 CRM Vision 10 2.2 CRM Strategy 11 2.3 Valued Customer Experience 13 2.4 Organizational Collaboration 13 2.5 CRM Processes 15 2.6 CRM Information 17 2.7 CRM Technology 18 2.8 CRM Metrics 19
3 The Main Challenges 21 3.1 Database 21 3.2 Employees 21 3.3 Market position 21 3.4 Extending market presence 22
4 Kapitel 23 4.1 Unterkapitel 23 4.1.1 Unterpunkt 23 4.1.2 Unterpunkt 23 4.1.3 Unterpunkt 23 4.2 Unterkapitel 23 4.2.1 Unterpunkt 23 4.2.2 Unterpunkt 23 4.2.3 Unterpunkt 23
5 Conclusion 24
6 List of Literature 25
7 Appendix 26
* List of Figures
Text
* Preamble
This paper deals with a Bank Case. All the information is based on an invented case. The objective is to analyse the current situation, finding out their problems and in order to that coming up with a suitable strategy to solve the problems regarding Customer Relationship Management.
The first chapter deals with the current situation. The positive and negative aspects will be listed. The outcome of this is a conclusion. This will lead to the main challenges the Victory Bank has to deal with which is described in the second part of the work.
Company Description
In 1999, Victory Groep operated a re-organisation of Victory Bank and since then realized that the actual situation is getting worse and worse.
Product and service description
A distinction in customers is made by the Victoriebank in the next 5 groups: * Basic Private customers * Top Private customers * Top Plus Private customers * Corporate customers * Large Corporate customers
All the 7,012 customers of Victoriebank are divided in one of the group according to criteria set by the board of directors. These selection criteria per group are: * Basic Private