Architecture of the CRM used by the bank.

The Customer relationship management architecture can be broken down into three categories, and these are operational, collaborative, and analytical. Each plays an important role in Customer relationship management, and a company that wants to success must understand the importance of using these three components successfully. OPERATIONS:The Customer Relationship Management should include various touch points for its customers to operate the accounts. The software should have an option were as in it automatically keeps the data of all customers when they operate the various touch points :    Automated Tailor Machine Mobile Banking Internet Banking Personalized Banking

These are the various touch points y Automated Teller Machine - is a computerized telecommunications device that provides the clients of a financial institution with access to financial transactions in a public space without the need for a cashier, human clerk or bank teller. ATM, customers can access their bank accounts in order to make cash withdrawals, credit card cash advances, and check their account balances. Mobile Banking - is a term used for performing balance checks, account transactions, payments, credit applications and other banking transactions through a mobile device such as a mobile phone. Internet Banking - provide online banking facility to their customers as an added advantage. The bank for conducting their banking transactions. Internet banking enables people to carry out most of their banking transactions using a safe website, which is operated by their respective banks. It provides many features and functions to their customers, and enables them to view their account balance, transfer money from their account to another account (be it in their respective bank or any other bank), view their account summary. Personalized Banking - extremely strong, flexible, accommodating and efficient banking relationships. bankers will personally get involved and talk directly to sellers, their brokers, their bankers and lawyers to ensure smooth closing and payment process.

Relationship with the customers The bank should have relationship with all its customers. It should treat all his customers equal . the banks should provide more services to those customers who have more value and the transactions are more. The High Networth Investors should get a personal banker who will look after their funds and not let it get eroded. The services should be premium and should be first. The people who have more account balance then the normal customers should get a special counter and a person appointed for them so that they do not need to stand in a line and wait for their turn to come. Customer Contact Center The contact center typically includes one or more online call centers but may include other types of customer contact as well, including e-mail newsletters, postal mail catalogs, Web site inquiries and chats, and the collection of information from customers. A contact center would typically be provided with special software that would allow contact information to be routed to appropriate people, contacts to be tracked, and data to be gathered. The customer contact center helps the customers to solve their queries as well as their problems. The contact center will help provide various services ;y y y y y y y A/c Balance A/c Clearance Demat Holding Cerdit Cards Issues Mutual Fund NAV of the particular Mutual Fund managed by the bank Loan Inquiry Bank Charges.

To design the CRM for the bank we need to take help of the Software Development Life Cycle.
System Development Life Cycle The Systems Development Life Cycle (SDLC) is a conceptual model used in project management that describes the stages involved in an information system development project from an initial feasibility study through maintenance of the completed application. Documentation is crucial is usually done in parallel with the development process. Some methods work better for specific types of projects, but in the final product , the most important factor for the success of a project may be how closely particular plan was followed. The image below is the SDLC method and it describes the various phases involved in development.

Briefly on different Phases: Feasibility The feasibility study is used to determine if the project should get the go-ahead. If the project is to proceed, the feasibility study will produce a project plan and budget estimates for the future stages of development. Requirement Analysis and Design Analysis gathers the requirements for the system. This stage includes a detailed study of the business needs of the organization. Options for changing the business process may be considered. Design focuses on high level design like, what programs are needed and how are they going to interact, low-level design (how the individual programs are going to work), interface design (what are the interfaces going to look like) and data design (what data will be required). During these phases, the software's overall structure is defined. Analysis and Design are very crucial in the whole development cycle. Any glitch in the design phase could be very expensive to solve in the later stage of the software development. Much care is taken during this phase. The logical system of the product is developed in this phase.

Implementation In this phase the designs are translated into code. Computer programs are written using a conventional programming language or an application generator. Programming tools like Compilers, Interpreters, and Debuggers are used to generate the code. Different high level programming languages like C, C++, Pascal, Java are used for coding. With respect to the type of application, the right programming language is chosen. Testing In this phase the system is tested. Normally programs are written as a series of individual modules, this subject to separate and detailed test. The system is then tested as a whole. The separate modules are brought together and tested as a complete system. The system is tested to ensure that interfaces between modules work (integration testing), the system works on the intended platform and with the expected volume of data (volume testing) and that the system does what the user requires (acceptance/beta testing). Maintenance Inevitably the system will need maintenance. Software will definitely undergo change once it is delivered to the customer. There are many reasons for the change. Change could happen because of some unexpected input values into the system. In addition, the changes in the system could directly affect the software operations. The software should be developed to accommodate changes that could happen during the post implementation period.

In the Design Stage the Developers will sit down and in reality work on the software that they have been planning to create. Since the requirements of the software has already been laid out. All the inputs from previous stages of SDLC will now be implemented. This Stage involves the following steps : y Interface Design. In this stage, developers have to build the commands and tasks of the system. In this environment, they should always follow what was set before and use that as a goal. The interface is very important as this will dictate how the software will interact with user. The interface should be at least familiar as it will follow the initial workflow of the programs in other departments. The interface will be universal and everyone has to understand the interface fast. The easier the interface could be understood, the faster the training.

Data Storage Design. The software should have available information to be processed for which there has to be a source data. It is also important for software developers in terms of data storage to concentrate in the design of the data capturing software. It is important for most user that the software is pleasing to the eye. Developers should have an input control to prevent bad data to enter the System. If bad dates will be accepted, it could easily proliferate and eventually crush the system down. With correct data storage design and internal control of information, developers can prevent the crash of the software.

Program Design. Program Design will dictate on what type of output is expected. The software will b interactive to other programs is through its output. Developers should determine whether the output of their software is connected to software for another process.

Analytical CRM Customer relationship management analytics comprises all programming that analyzes data about banks customers and presents it so that better and quicker business decisions can be made. CRM analytics can provide customer segmentation groupings , profitability analysis. Analytical customer relationship management may be defined as a decision support system that is targeted to helping senior executives, marketing, sales and customer support personnel to better understand and capitalize upon their customer needs, the company's interactions with the customer, and the customer buying cycle.