Crm recommendation
5.0 Recommendation
Maybank is an international bank that has becomes the largest bank and financial group in Malaysia with 401 domestic branches. However, there is still have weaknesses exists in Maybank which need to strengthen no matter how good is it. There is some recommendation we would like to give Maybank.
Currently, Maybank has go through many CRM project to increase customer retention beside attract more new customer. Based on that, we would like to recommend Maybank should build a higher customer service performance staff culture before the CRM project implemented. This culture can be build through strengthen the objectives of Maybank which is “humanizing financing service across Asia”. The main purpose is to enhance the customer relationship and provide brilliant customer service. More talk or lesion should be held by Maybank to the employee in Maybank to learn more of the skill and know the importance of a better customer service. For example, various experiences can be share and the way to overcome the customer problem. With the knowledge given, it is more efficient to create a consistent and more responsive segment oriented customer experiences and touch points
Secondly, Maybank should pay more attention on their financial products offer. Therefore, we would like to recommend Maybank to customize and differentiate the products to attract and offer more choices to customers that will eventually increase customer value. For the past time, Maybank only offers limited choices of products to their customers as compared to other banks. For example, a competitor of Maybank, Citibank has offer Citibank Rewards Platinum Card with lower annual income requirement. Maybank should customize the credit card so that different level of customer can apply according to their ability. Differentiation of the card offer can geared toward those with family or individual. Hence, customer of Maybank can enjoy the using of credit card which more suitable their needs. As
Maybank is an international bank that has becomes the largest bank and financial group in Malaysia with 401 domestic branches. However, there is still have weaknesses exists in Maybank which need to strengthen no matter how good is it. There is some recommendation we would like to give Maybank.
Currently, Maybank has go through many CRM project to increase customer retention beside attract more new customer. Based on that, we would like to recommend Maybank should build a higher customer service performance staff culture before the CRM project implemented. This culture can be build through strengthen the objectives of Maybank which is “humanizing financing service across Asia”. The main purpose is to enhance the customer relationship and provide brilliant customer service. More talk or lesion should be held by Maybank to the employee in Maybank to learn more of the skill and know the importance of a better customer service. For example, various experiences can be share and the way to overcome the customer problem. With the knowledge given, it is more efficient to create a consistent and more responsive segment oriented customer experiences and touch points
Secondly, Maybank should pay more attention on their financial products offer. Therefore, we would like to recommend Maybank to customize and differentiate the products to attract and offer more choices to customers that will eventually increase customer value. For the past time, Maybank only offers limited choices of products to their customers as compared to other banks. For example, a competitor of Maybank, Citibank has offer Citibank Rewards Platinum Card with lower annual income requirement. Maybank should customize the credit card so that different level of customer can apply according to their ability. Differentiation of the card offer can geared toward those with family or individual. Hence, customer of Maybank can enjoy the using of credit card which more suitable their needs. As