Welcome to CRM …..For The Mortgage Professional

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.

Where is the best place to find your Customers?

Lets look at some smart facts about your past customers…

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.

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

What happens to your customer after the closing?

Breaking the Customer Cycle

New Job

Loan

Married

School

Bab

y

CC Deb

t

What happens to your customer after the closing?

Breaking the Customer Cycle

New Job

Loan

Married

School

Bab

y

CC Deb

t

CustomersDecision

Point

InternetLeads

Telemarketing

Radio

Direct Mail

What happens to your customer after the closing?

Breaking the Customer Cycle

FYC

FYC

FYC

FYC

FY

C

FYC

CustomersDecision

Point

Broker / CustomerRelationship

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

CRM – Phone

1. CRM Birthday Call

2. Annual Mortgage Review

3. Arm Reminder

4. Pre-Payment Reminder

5. Thirty, Quarterly and Simi-annual Reminder

CRM – E-Mail1. Prospect Purchase

2. Prospect Refinance

3. Closed Customer

4. Network Partners

1. Real-estate

2. CPA

3. Insurance Agent

4. Builder

CRM - Printing

1.Postcard’s

2.Birthday Card’s

3.Holiday Card’s

4.Annual Review’s

5.Newsletter’s

Yearly Special

$199 Set Up Fee

$799 Per Year

Saves $160.40

Membership

$199 Set Up Fee

$79.95 Per-Month

$1158.40 Total