Embed Size (px)
DESCRIPTION
CRM and Stakeholder Management
Citation preview
A stakeholder is anybody who has a claim, stake or vested interest in the issue at hand, or in an organization, or in his or her relationship with a product, service or brand.
Customers are one of most important type of stakeholders. They hold the key to the value in the company and in fact, the company itself
They are interrelated.
Both need each other to advance
The interdependence of business and society implies that both business decisions and social policies must follow the practices of shared value exchange.
Creating meaningful interactions between various stakeholders enable the identification of shared objectives, design of solutions that account for various perspectives, and creation of representative program strategies required to scale up important high-impact capacity development strategies.
CRMInfluence and social networks and
Techniques for listing and mapping stakeholders
CRM is a process or methodology used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. It helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers.
Running a successful CRM project requires a high degree of stakeholder management.
CSR oriented Financial Institutions (FI) will have robust stakeholder engagement programs to solve complex sustainability challenges, provide input into business strategy, and keep abreast of stakeholder concerns.
To have a better stakeholder management especially in the rural areas which is the bottom of the pyramid, there is a necessity for corporates to work towards financial inclusion for the same technology and communication are the prime moves.
• Concern• Communicate• Contribute• Connect• Compound• Co-Create• Complete
Financial inclusion is characterized primarily as either general access to loans (mostly consumption or consumer loans rather than livelihood loans) or access to savings accounts. Very few risk management and vulnerability reducing products are available to small holder producers.
Access to finance is primarily a bridging resource for many low income groups.
Increased vulnerability and reduction in
livelihood security Forced movement towards other types
of livelihoods Entry into perpetual debt traps At the extreme, in a few cases,
bondage and/or suicide.
According to Deputy Reserve Bank Governor Ms. Usha Thorat(2007)[1] on an all India basis, only 59% of adult population in the country has bank accounts which leave the 41% of the population as unbanked. In rural areas, the coverage is 39% against 60% in urban areas.”
Thus a majority are excluded from the payments
system, which means not having access to a bank account and formal credit markets, forcing them to approach informal and exploitative financial markets
[1] Thorat, Usha, ‘Financial Inclusion – the Indian Experience’, HMT-DFID Financial Inclusion Conference, London 19 June 2007
Culture, Education (Especially Financial Literacy),
Gender, Income and Assets, Proof of Identity, Remoteness of Residence etc.
Microfinance has enhanced their outreach over the period 2001-2007 in India.
This growth is visible not just in terms of the number of active borrowers but also gross loan portfolio and total assets.
There is still a paucity of accurate data with
regard to the absolute number of clients and
poor women served.
While institutions have done well in terms of
extending access to financial services to low
income women clients, the focus has largely
been in terms of delivery of credit
Low income clients everywhere have a range of evolving
needs as they are more vulnerable and face a large
number of risks. They need continued access to the wide
range of financial services to counter the vulnerabilities
that they and their families face in their daily struggle for
survival.
Access to a wide range of risk mitigating financial services
at affordable cost is very critical especially as it enlarges
livelihood opportunities and empowers the poor to take
charge of their lives
The SHG Bank Linkage Programme (SHGBLP) and its
variants These are supported by NABARD and Public Sector
Commercial Banks.
The SHG Bank Linkage Programme (SHGBLP) and its
variants These are supported by NABARD and Public Sector
Commercial Banks.
The Partnership Model of ICICI and other private
commercial banks: Since banks face substantial priority
sector targets and microfinance is beginning to be
recognized as a good business opportunity for institutions, a
variety of models have been tested between banks and MFIs.
In rural areas customers cannot be
expected to come to branches in view
of opportunity cost and time and hence
banks will have to reach out through a
variety of devices such as weekly
banking, mobile banking, satellite
offices, rural ATMs and use of Post
offices.
Financial inclusion offers a huge potential for business in terms of resources and assets and banks therefore need to take aggressive steps to use technology, business processes and personnel to be able to exploit this potential in innovative and creative ways.
Use of technology is critical in building up a reliable credit information system, build up data base on customers for a variety of purposes, thereby reducing the transaction cost involved in checking encumbrances and collaterals and also facilitating better pricing of risk.
Banks should focus on relatively
unbanked and under served areas
rather than competing aggressively
in already well served areas. There is
a clear need to vastly increase the
numbers served by existing branches
for savings loan and remittances.
Financial inclusion should be led by understanding the needs of the customer rather than achieving targets. The focus for rural areas should be reach out rather than the number.
Delivery of financial products must be preceded by i improving financial literacy and credit counseling. The focus should be on customizing products for transactions, remittances, savings, loans and insurance.
Last but not the least, the role of the State
Governments in facilitating financial
inclusion is critical.
Land settlement rights, computerization of
land records, and providing economic and
social infrastructure with pro-active
agricultural extension machinery will
greatly help in using financial inclusion for
sustainable development
