Synopses & Reviews
* Customer Relationship Management, Customer Loyalty, Customer Centricity are key concepts in Business and Management thinking today * First book to apply CRM to financial services, and in a global scale Includes Financial Services research in the USA and Canada * Reviews how North American financial services companies compare with their global counterparts * Analyzes how North American and European retail banks compare in Customer Management Customer Relationship Management, CRM, has been one of the strongest areas of management focus in financial services companies throughout the world over the last five years. While it is forecast that this will continue for the next five years, many companies are struggling with their CRM programs. They have rushed ahead with the purchase of new CRM systems, but have not done the work to ensure that these systems are deployed effectively. Drawing on the authors' extensive experience of working with companies to successfully implement and manage their CRM programs, this book devotes itself exclusively to showing how organizations in insurance, banking, and other financial services can improve their CRM, and achieve their desired return on investment. Packed with illuminating international case studies and examples based on extensive global consulting and research carried out or commissioned by IBM over the last five years, the book begins with a detailed analysis of the state of CRM and e-business in the financial services globally, and then goes on to provide comprehensive and practical guidance on making the most of the customer base; systems and data management; risk and compliance; channels and value chain issues; implementation, and strategicimplications.
Review
""A unique and stimulating read. A breath of fresh air from Bryan and Merlin, bringing hands-on practical experience and insight from themselves and industry professionals. They have seized the opportunity to marry theory with the knowledge of what really works on the ground."" -- Karen Jones, Marketing Director, GMAC Residential Funding (a General Motors company)
Synopsis
- Customer Relationship Management, Customer Loyalty, Customer Centricity are key concepts in Business and Management thinking today
- First book to apply CRM to financial services, and in a global scale
- Includes Financial Services research in the USA and Canada
- Reviews how North American financial services companies compare with their global counterparts
- Analyzes how North American and European retail banks compare in Customer Management
Synopsis
CRM in Financial Services gives a whole host of suggestions as to how companies can improve their CRM and achieve the anticipated return on investment. It shows how to avoid the main problems and challenge some of the conventional wisdom about what is happening in the financial services market.
Synopsis
* Customer Relationship Management, Customer Loyalty, Customer Centricity are key concepts in Business and Management thinking today
About the Author
Prof. Merlin Stone is a leading authority on marketing and customer management and has published numerous books and articles on these subjects.