Building Effective CRM Systems

Results

Male respondents dominated the sample comprising roughly 87 percent of the population. Respondents are sorted based on their age, academic background, occupation, income amount per year, and marital status. Majority of the respondents (70%) are with a bachelor degree qualification. The majority of the respondents (45%) describe their current job level to be in middle management while 15,9% are in the entry level and only 7,3% are in senior management. When it comes to identify the crucial steps of CRM, 36% of the respondents strongly agree that providing employees with the information and processes, understand and identify customer needs, and effectively build relationships between the company, its customer base, and distribution partners is vital, while 58% agree that helping an enterprise to enable its marketing departments to identify and target their best customers, manage marketing campaigns and generate quality leads for the sales team is very important. 46% agree that assisting the organization to improve telesales, account, and sales management by optimizing information shared by multiple employees and streamlining existing processes (for example, taking orders using mobile devices) is crucial. 44% of the respondents express that allowing the formation of individualized relationships with customers with the aim of improving customer satisfaction and maximizing profits; identifying the most profitable customers and providing them with the highest level of service is decisive. According to 67% of the respondents, a well-defined implementation strategy is required for a successful Customer Relationship integration. 25% of the respondents think that integration with the incumbent enterprise resource planning is required, while 8% think that the people factor is a key for a productive Customer Relationship integration.

Relationship management is a customer-oriented, customer service response-based tool. According to 49% of the respondents, direct online communications with customer and customer service centers help customers solve their questions. Only 8% of the respondents consider CRM to be one-to-one solutions to customers’ requirements. According to the respondents’ opinion, Customer Relationship Management is often thought of as a business strategy that enables businesses to understand the customer (29.76%), retain customers through better customer experience (23.81%), attract new customers (11.90%), win new clients and contracts (19.05%), increase profitability (10.71%), decrease customer management costs (4.76%). 45% of the respondents believe that banks can make better use of Customer Relationship Management strategies and technology to maximize client value; 37% strongly agree that banks can make better use of Customer Relationship Management for streamline operations. 40% agree that banks can make better use of Customer Relationship Management to contribute to top-line and bottom-line revenues and become trusted advisors. 8% of the respondents are satisfied with how Saudi Credit Bank has developed its range of services, 31% are satisfied to some extent, 23% of the respondents are partly satisfied, 17% are not satisfied and 20% remain neutral. Regarding good customer relations, 29% of the respondents agree that Saudi Credit Bank is maintaining a satisfactory level of customer relations, 7% strongly agree, 20% disagree and 9% of the respondents strongly disagree while 34% remain neutral. More than 60% of the respondents agree and strongly agree that the contribution of Customer Relationship Management is essential in the performance of Saudi Credit bank.