1. Welcome to CRM ….. For The Mortgage Professional Presented by Michael J Vernon

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

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