Mobile channels will be the top priority of several banks as customers are now turning to use mobile services, according to experts at a seminar on customer relationship management (CRM) held last week in HCMC.
According to Graham Costello from Oracle Group, the approach to banks has changed compared to a decade ago. Quite many customers now look for information on the internet, ask for advice on social networks, online forums and websites before directly finding out information at banks.
“Therefore, banks have to provide support for customers through all channels, and information needs to be consistent on these channels,” he said.
Regarding the technological system of banks in Vietnam, Costello said that technological systems of banks have yet to be integrated well, causing difficulties in online and mobile transactions. As a result, banks need to have a comprehensive evaluation to better develop their systems.
Sharing the same opinion, other experts said that the technology’s growth speed has led to changes in customer management of banks. Besides, the current top priority of banks when applying the technology in management is how to provide basic functions for the mobile banking service which are similar to functions of the online banking service.
According to experts, banks should deploy technological solutions synchronously soon so that they can easily manage and get access to potential customers.
The Saigon Times Daily