Loading presentation...

Present Remotely

Send the link below via email or IM

Copy

Present to your audience

Start remote presentation

  • Invited audience members will follow you as you navigate and present
  • People invited to a presentation do not need a Prezi account
  • This link expires 10 minutes after you close the presentation
  • A maximum of 30 users can follow your presentation
  • Learn more about this feature in our knowledge base article

Do you really want to delete this prezi?

Neither you, nor the coeditors you shared it with will be able to recover it again.

DeleteCancel

Make your likes visible on Facebook?

Connect your Facebook account to Prezi and let your likes appear on your timeline.
You can change this under Settings & Account at any time.

No, thanks

Royal Bank of Canada

ACCTG 32 Group Presentation Semester 1 2012
by

kate butcher

on 24 May 2012

Comments (0)

Please log in to add your comment.

Report abuse

Transcript of Royal Bank of Canada

Amount of spending on customer services
Overview
Background
Strategic Position
CPA: Current and Proposed System
Value Chain
Strategy Map and Balanced Scorecard
Costing
Other Recommendations
EXECUTIVE SUMMARY
Key Issue:
How to improve Customer Profitability
Recommendation: Modify the current CRM system and implement it organisation wide
COMPANY
Sub Issues
Customer profitability
Effective implementation of CRM
Customer relationships
Ranking- 7/8 major banks
STRATEGIC POSITION
CPA+THE CURRENT SYSTEM
CURRENT SYSTEM
ADVANTAGES
DISADVANTAGES
Update Information
Category
Monthly meetings
MCCM
Online Question Forms
ABM
FAQ
How it works
Proposed System
Other SMA Tools
Strategy Map
BENCHMARKING
ABC Costing
Other Recommendations
Balanced Scorecard
Exposes relationships between activities and resource consumption
Measures individual customer profitability
Different cost objects
Cost drivers
Value Chain
benchmarking the modified system
Differentiator
Analyzer
Safia Ali
Meenakshi Reddy
Shyamal Maharaj
Kate Butcher
Nat Turner

CPA
Assigns costs and revenue
efficiency and return
Categorizes customer
Royal Bank of Canada Financial Group
Canada’s largest bank in terms of assets:
-$270 Billion in assets

58,000 employees

23 million retail accounts

5 main areas of practice:
1. RBC Royal Bank
2. RBC Insurance
3.RBC Investments
4. RBC Capital Markets
5. RBC Global Services
Customer Relationship Management
20% of Customers account for 100% of Profits
Bucket system
Customer Profitability Model
Developing the current system
organisation wide
More customer information
Life-time customers
Disadvantages
CRM not organisation wide
Ineffective
LTV Customers
Advantages
Exhibits profitable customers
Collective Information
Values
Diversity for growth and innovation
Trust
Working together
Excellent service
Goal: Canada's Leading Bank
Performance Measure
Improve Brand Image
Improve Current Customer Profitability
(cc) image by anemoneprojectors on Flickr
Amount of marketing
Ranking
Number of Repeat Customers
Amount of customer satisfaction
Number of customers that are profitable
Number of non-profitable customers that are now profitable
% of Profit from current customers
Improve perspective
customer profitability
Improve Customer Retention
Improve Customer Relationships
Number of new customers
that are profitable
Number of new customers
% of Profit from new customers
Number of customers
Number of repeat customers
Number of customers that close accounts
Number of hours spent with customer
Number of calls made to customers
IDEAS
Children’s banking scheme
Tertiary scheme
Marketing internet banking
Weekly updated information
White-labelling
Questions?
CONCLUSION
Organisation wide
4 categories
-A Highly Profitable
-B Profitable
-C Unprofitable
-
D LIFE TIME VALUE
Front-Line Involvement
-Communication
-Training
Multi-channel Customer Management System
Full transcript