Revolution of the Customer-Focused Enterprise: How banks are driving new value through information, insight, and interaction [ Source: IBM ]

March 2013- S&D White Paper: "Revolution of the customer-focused enterprise"

When it comes to technology, change is constant, inevitable, and largely beyond our control. We can't know what the future of the customer landscape will be, but successful organizations understand that being prepared for constant change in customer landscapes may be the best strategy to win in the future. With insights from this white paper, your organization can answer key questions, such as:
<...

Closing the Loop: Using the Voice of the Customer to Improve Branch Operations [ Source: Verint ]

December 2012- For retail financial institutions, branches offer a convenient walk-in location for customers to meet with bank or credit union employees to perform transactions, get financial advice, complete their customer service needs and open new accounts.

To sustain this physical presence, branch networks must tightly manage their expenses on an ongoing basis by accurately scheduling the right personnel for each functional area of the branch.

Download this informative eBook, Closing the Loop: ...

Building Profitable Cross-Channel: Using Analytics and Personalized Marketing to Increase Revenue and Customer Loyalty [ Source: IBM ]

September 2012- This white paper explores the fast-changing customer relationship landscape in financial services. It outlines strategies and technologies that financial services marketers can use to better understand customers and market effectively across traditional and digital channels, with sections on:
• Inbound marketing
• Event-based marketing
• Digital marketing and personalized retargeting
• Web analytics
• Mobile and social channels
• Customer lifecycle management
By combining analytics and cross-channel marketing automation, financial services providers can increase ...

Top 10 Features Small and Medium Businesses Need in a CRM Solution [ Source: Salesforce.com ]

September 2012- All sized organizations now recognize the value of using a CRM solution to manage interactions with customers, clients and sales prospects. This whitepaper helps small and medium sized businesses evaluate best CRM features to help solve challenges as they grow. Download now.

Learn How Top Wealth Management Firms Are Overcoming CRM Systems "Shortcomings" and Improving Performance at the Same Time [ Source: Crowe Horwath ]

February 2011- After years of disappointment with customer relationship management (CRM) systems, some top wealth management firms are taking a fresh look at the technology – and discovering a fresh approach that allows them to finally achieve the powerful advantages CRM has long promised.

Find out what these industry leaders have learned by downloading this valuable new briefing paper – “CRM for Wealth Management: New Challenges – and a New Approach – Offer the Opportunity for Substantial Returns.” What ...

15 Minute Guide to Elevating the Customer Experience Through Statements [ Source: EMC Document Sciences ]

June 2010- This guide focuses on the importance of customer statements, in particular the vital role they can play in marketing an organization’s products and services, building and maintaining brand awareness, and reducing customer service costs.

It examines the features that make an effective statement from the customer perspective and how better statements can vastly improve the way businesses communicate with their customers.

Managing Wealthy Customers: When Change is the Only Constant [ Source: Oracle ]

September 2008- What are the challenges associated with managing High-Net Worth customers? Read this whitepaper to find out.

5 Steps to Operationalizing Customer Centricity in FSI [ Source: Siperian, Inc. ]

January 2010- Initially, CDI focused on bringing together and resolving inaccurate data that was housed in disparate applications across the enterprise. Now, it is evident that the key value of CDI is in understanding the nature of the relationships companies have with their customers and in uncovering the depth of organization-to-customer and customer-to-customer interactions. Get the “5 Steps to Operationalizing Customer Centricity in FSI” and learn more about maximizing your ability to drive revenue, increase profits, and optimize ...

Surviving in Uncertain Times: Decision Management Technology Can Help Banks Survive and Thrive Amid the Recession [ Source: FICO ]

February 2010- Entering a global recession, companies must respond to increasingly complex markets, changing threats and fleeting opportunities. Improving the way you manage your decisions is critical for survival. Decision Management technology meets four imperatives for businesses seeking to thrive in today’s difficult environment:

• Give business owners control to increase agility: Decision Management puts business owners in charge of day-to-day operations, and delivers a stronger partnership between the business and IT. These ...

How to Lose a Customer in Five Easy Steps -- The Banking Edition [ Source: SAS Institute ]

October 2008- What common banking practices are resulting in anemic customer profits? How can the "three I’s" of marketing help to maximize customer value? Losing valuable customers is all too easy. After all, banks are big, complex organizations that engage in a dizzying variety of customer interactions across a broad range of products and services. Combine that complexity with product-centric organizational structures and measures, and you’ve got a recipe for unwittingly engaging in practices that ...

Banking on the Unbanked [ Source: Diebold ]

October 2006- The un- and underbanked market represents serious potential for financial institutions. Up to one-fifth of the adults in the United States are in this market, and they spend $10.9 billion per year on 324 million non-traditional financial transactions. New approaches are needed to capture this market, including new ways of thinking and innovation in bank product and service offerings. The technology necessary to grow into this market already exists, and those in this market are already familiar ...

Principle-centered sourcing: Guiding principles that shape successful outsourcing partnerships [ Source: CGI ]

October 2006- This paper provides examples of how guiding principles create solid outsourcing relationships, and offers recommendations of how to incorporate these principles into sourcing agreements.

The Eight Dimensions of Customer Experience for Financial Services [ Source: CA Technologies ]

November 2007- Success on all Eight Dimensions requires a clear strategy and systems integrated with your business processes. As your firm migrates towards new IT architectures that improve business agility and address changing customer expectations, you must shift to an Enterprise IT Management (EITM) approach that provides the critical governance, management and security capabilities needed to enable dynamic business services. Proper design and deployment of these three key IT management functions can help you more easily and ...