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Welcome to CRM …..For The Mortgage Professional. What is CRM? Customer Relationship Management, the functions and programs a company uses to keep in contact.

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Presentation on theme: "Welcome to CRM …..For The Mortgage Professional. What is CRM? Customer Relationship Management, the functions and programs a company uses to keep in contact."— Presentation transcript:

1 Welcome to CRM …..For The Mortgage Professional

2 What is CRM? Customer Relationship Management, the functions and programs a company uses to keep in contact with your past customers; typically CRM Builds Loyalty, Repeat and Referral Business.

3 Where is the best place to find your Customers? Lets look at some smart facts about your past customers…

4 Smart Facts…. Over 90% of all mortgage customers are “Very Satisfied” with their mortgage company and would refer family or friends back to their loan officer. Out of 5000 customers surveyed: 14% could not remember their loan officer’s name after 6 months. 28% could not remember their loan officer’s name after 12 months 67% could not remember their loan officer’s name after 2 years The statistics retrieved from David Satteriee article in the Mortgage Press.

5 Lets look some facts about repeat mortgage customers…out of the 5000 customers surveyed: 2,831 – Had refinanced or purchased real estate with in 3 years 1,884 – Had went elsewhere for their next deal. 947 – Went back to the original Mortgage company! Wow – 66% LOST

6 What happens to your customer after the closing? Breaking the Customer Cycle New Job Loan Married School Baby CC Debt

7 What happens to your customer after the closing? Breaking the Customer Cycle New Job Loan Married School Baby CC Debt Customers Decision Point Internet Leads Telemarketing Radio Direct Mail

8 What happens to your customer after the closing? Breaking the Customer Cycle FYC Customers Decision Point Broker / Customer Relationship

9 20 loans a month x 12 months = 240 240 loans x 10% = 24 New Loans 24 New Loans x $4,200 = $100,800 “For Top of Mind Awareness your customer needs to be touched 14 – 18 per year!” CRM - ROI

10 CRM – Phone 1.CRM Birthday Call 2.Annual Mortgage Review 3.Arm Reminder 4.Pre-Payment Reminder 5.Thirty, Quarterly and Simi- annual Reminder

11 CRM – E-Mail 1.Prospect Purchase 2.Prospect Refinance 3.Closed Customer 4.Network Partners 1.Real-estate 2.CPA 3.Insurance Agent 4.Builder

12 CRM - Printing 1.Postcard’s 2.Birthday Card’s 3.Holiday Card’s 4.Annual Review’s 5.Newsletter’s

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45 Yearly Special $199 Set Up Fee $799 Per Year Saves $160.40 Membership $199 Set Up Fee $79.95 Per-Month $1158.40 Total


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