8/11/2019 Accenture Techombank CRM

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Techombank: CRMTransformation Roadmap

8/11/2019 Accenture Techombank CRM

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How Accenture helped

Accenture worked collaboratively with

Techcombank to define the banks target

CRM vision and operating model, and

build the transformation roadmap for its

implementation. The engagement included

three phases:

1. Validation, assessment andbenchmarking.Accenture validated

the banks strategic vision for CRM

transformation and benchmarked the banks

operating model capabilities against leading

banks around the world.

2. Target design and roadmap

development.Accenture developed a target

state for Techcombanks customer-centric

operating model and a roadmap to achieve

it. The roadmap identified:

Priorities for initiatives and investments. Quick wins, notably improvements to

credit and debit card processing, and

enhancements to the banks relationship

management model.

Mid- and long-term initiatives,

including aligning collaboration and

customer management strategies for

the personal financial services (PFS) and

small-medium enterprise (SME) units.

3. Business case development.Through a

series of collaborative workshops, Accentureassisted Techcombank to clarify the leading

outcomes of CRM transformation, including

revenue uplift and operational efficiencies.

High performance deliveredTechcombank now has a clear roadmap to

implement a CRM tool to automate sales,

service and marketing capabilities.

This includes:

A clear understanding of its current

capabilities and its performance relative

to industry leaders.

A well-defined CRM target statethat accounts for both business and

technology functions.

Detailed functional requirements to

guide the RFP process.

About AccentureAccenture is a global management

consulting, technology services and

outsourcing company, with approximately

275,000 people serving clients in more

than 120 countries. Combining unparalleledexperience, comprehensive capabilities

across all industries and business functions,

and extensive research on the worlds

most successful companies, Accenture

collaborates with clients to help them

become high-performance businesses and

governments. The company generated net

revenues of US$28.6 billion for the fiscal

year ended Aug. 31, 2013. Its home page is

www.accenture.com.

Copyright 2013 AccentureAll rights reserved.

Accenture, its logo, andHigh Performance Deliveredare trademarks of Accenture.

Client profileTechcombank has received numerous awards

for being the best domestic bank in Vietnam

and is considered a pioneer in embracing

technology to improve operations.

Business challenge

Techcombank recognized that its CRM

capabilities could be further improved todeliver the best customer convenience and

further growth.

Techcombank sought a roadmap to

implement a customer relationship

management (CRM) tool to automate sales,

service and marketing capabilities. The bank

chose Accenture because of its extensive

experience in CRM across Asia Pacific, its

unique ability to provide benchmarking

against others in the industry, and its

multidisciplinary team of banking, strategyand IT specialists.