July 23, 2010

Bank of America announced today that Merrill Lynch received a Customer Relationship Management Excellence Award from IT research and advisory company Gartner, Inc. and 1to1 Media. Merrill Lynch was honored for its enterprise-wide alignment of multiple customer interaction channels and the resulting increase in client engagement and satisfaction, according to a release.

"Our business revolves around the quality and consistency of client experiences, be they online, in banking centers, through ATMs or mobile banking, or via call centers, email or direct mail," said Dean Athanasia, head of Bank of America Global Wealth & Investment Management (GWIM) Banking and Merrill Edge. "We've gone beyond traditional customer relationship management strategies to deliver added value at each and every touch point, creating a more personalized experience for our clients."

Bank of America and Merrill Lynch connected banking and investment insights through the recent release of its Merrill Edge service. Another area in which the group was recognized in the CRM Excellence Award was a recent initiative to enhance customer experiences across Merrill Edge Advisory Center and Bank of America Merrill Lynch Retirement Contact Center service channels.

This was the third year of the Gartner and 1to1 Media CRM Excellence Award partnership