Course Details

Customer Relationship Management in Banks

  • Title : Customer Relationship Management in Banks
  • Course TYPE : Training Workshop
  • Course No : TW26/2022
  • Duration : 02 Working Days
  • Frequency : 01
  • Time : Wednesday 25th of May 2022 - Thursday 26th of May 2022
  • Nature: On campus (Residential)
  • Target Group : Senior Principal Officer or Equivalent Officer and above
  • Methods : Lecture, Group Discussion, Case Study, Panel Discussion and Formulation of Recommendation
  • Resource Person: BIBM Faculty and Professionals from Financial and Other Institutions
  • Coordination Team :
    1 . Rexona Yesmin
    2 . Dr. Shamsun Nahar Momotaz
  • Objectives:

    a. To Familiarize the Participants with the Concepts and Issues of CRM.

    b. To Create Awareness about Better Utilization of Customer Information for Customized Product Development and Quality service.

    c. To Develop CRM Skills in View of Evolution of Bank Marketing from Transactional to Relationship Marketing.

  • Contents:

    a. CRM: Conceptual Framework - Connecting with Customers.

    b. CRM Strategy: Customer as an Asset, Know Your Customer (KYC), Customer Interaction Cycle, Customer Touch Points, Total Customer Experience, Customer Loyalty, Customer Satisfaction, Customer Care, Customer Contact Strategy.

    c. CRM Applications in Banking: CRM as a Tool for Segmentation, Appropriate Targeting, Customized Product & Service Development, Campaign Management, Cross-selling, Up-Selling, Customer Life-Cycle Management.

    d. Managing Relations with Customer: Customer Retention as a Strategy to Achieve Competitive Advantage, Development and Implementation of Relationship Marketing Strategies with the Use of CRM.

    e. Challenges and Remedial Measures of CRM in Banks.

    f.  Development and Analysis of a CRM Plan.

Criteria for Nomination for BIBM Training Workshop

a. BIBM member banks can access the online nomination form before forty (40) days of the commencement of programs. BIBM member banks can nominate a maximum number of three (03) participants for a Training Workshop. The maximum number of participants in each Training Workshop is 40. However, if the number of total nominees exceeds the maximum number, a final list of 40 participants will be prepared by the BIBM authority which will be available online five (05) days prior to the commencement of the Training Workshop. Information in regard to rejection of any nomination will be communicated to the concerned bank at least three (03) days before the commencement of the Training Workshop. No participant under the target group/level is allowed to participate in any Training Workshop.

b. As per the decision of the BIBM Governing Board, BIBM Member Banks (except Bangladesh Bank) are required to pay BDT 1500 per day per participant including holidays (if any) as training fees which also include Accommodation, Food, and other miscellaneous expenses. However, for Bangladesh Bank, the fee is BDT 500 per day per participant. All Fees are excluding VAT and Tax. 

c. The pay order/bank draft drawn in favor of ‘Bangladesh Institute of Bank Management’ has to be sent at least seven (07) days prior to the commencement of the Training Workshop.

d. The Training for each day will be as follows:

1st Session: 1005-1105

Refreshment: 1105-1130       

2nd Session: 1130-1230

Break: 1230-1235

3rd Session: 1235-1335

Lunch & Prayer Break: 1335-1430

4th Session: 1430-1530

Tea Break: 1530-1600

5th Session 1600-1700