CRM in consumer banking(英文版)(ppt 44页)

CRM in consumer banking(英文版)内容提要：
CRM Overview
CRM Market is still fast growing, even when overall market is slowing down. Projected CRM market will be over $10 Billionfrom $3.3 Billion only in 1999. (E-commence)
CRM concept is not a new one, but it became a hot topic in last 5 years
Accelerated consolidation in banking industry
Recent major mergers expanded customer base
More products available to consumers
Technology allows easier collection and access of customer data
China market from ERP to CRM
Bank CRM Characteristics：
Banking is extensive
Almost every family has a bank account
Bank data is data intensive
Bank data is sensitive and proprietary
Bank data is multi-dimensional
Bank industry is highly regulated