February 2014- Proliferating channels, heated competition and increasingly demanding customers have made it imperative for banks to provide an exemplary customer experience across all touch points. Banks that get customer experience management right can reap myriad benefits, including increased cross-sell and up-sell success, decreased contact center traffic, and ultimately more satisfied customers.
November 2013- The commerce landscape has changed drastically in the last 10 years, and since the Internet gave birth to the likes of e-commerce sites and social media, customers now more than ever expect businesses to go the extra mile to maintain their custom. With competitors just a click away, understanding customer behavior and improving customer experience has never been more critical. Reducing customer struggle is no easy feat, especially as each individual customer faces a deluge of ...
June 2013- The evolution of customer communications from telephony to multichannel interactions, including IM and chat, SMS, email, and social media, have created a new era in the relationship between businesses and customers, once which is based upon each customer's preferred communications modality. This evolution of the call center into a multichannel Customer Engagement Center necessitates a shift in not only engagement strategy to meet customers on the engagement medium of choice, but also an assessment of ...
How IT risk management can shape the reputation and value of a company
It's no secret that the reputation of your financial institution is at risk every day. An IT issue can set in motion a series of events that can have significant impact on business value, affecting your firm's reputation.
IBM conducted a worldwide study examining how security and business continuity can shape the reputation and value of a company. ...
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:
Customer Focused Enterprise in Banking
GBS White Paper: Forego creating products, "Bank on the Customer"
Though the global economy is still shaking off the effects of the past and current financial crises, banks in both the emerging and developed economies have an opportunity to manage enormous capital growth and wealth creation. To regain customer confidence and earn their slice of the increasingly competitive market, banks must transform themselves by jettisoning old, ...
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: ...
Is your organization struggling to find innovative ways to contain costs, generate revenue, and improve customer satisfaction? Discover why industry-leading banks are turning to enterprise workforce management solutions to help them create an agile workforce – one that can swiftly adapt to changing conditions and cross functional boundaries to service customers across the enterprise.
Download this ebook from Verint? Systems to discover:
•??How scheduling requirements differ for branch, contact
??? center, and ...
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 ...
September 2012- Get the CRM Technology Value Matrix by Nucleus Research that evaluates the usability and functionality of CRM solutions that support sales, marketing, and customer service for any-sized business. This Matrix will help you evaluate additions, upgrades, and changes to core CRM solutions.
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.
More and more, financial services organizations are focusing on driving revenue growth by selling more products and services to existing clients. This has caused a shift in the referral management paradigm, from advisors and bankers mining their books of business for new clients to organizations leveraging existing customer bases for cross-bank and cross-product referrals.
Learn how next generation CRM can drive the success of an enterprise wide referral management program by:
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 ...
Maximize customer revenue and retention and get the tools and techniques to:
• Gain insights into hidden customer trends and behaviors
• Accurately target offers to the best customers
• Empower your agents to make intelligent customer interactions
• Increase your retention and conversion rate
• Boost the yield rate and ROI of marketing campaigns
Download this whitepaper now.
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.
June 2010- This paper provides bankers with the background needed to understand the world of social media and to determine how to best navigate within this changing online demography. It is intended to provide a blueprint of what social media is today and how it can be harnessed for banks and financial services firms. The paper also discusses a model with recommended practices for the successful implementation of social media planning strategy. The following topics are addressed ...
September 2008- What are the challenges associated with managing High-Net Worth customers? Read this whitepaper to find out.
April 2009- What can financial institutions do to regain trust? Find out.
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 ...
June 2009- Ask a relationship manager or private banker about the importance of being client-focused, and they will likely respond that it's in their DNA. Yet according to our new research, three out of five clients are not advocates of their wealth management firms. This finding illuminates a troubling statistic in an industry known for its service excellence. At the same time, we believe there is a tremendous opportunity for wealth management firms to strategically use client ...
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 ...
October 2007- By focusing on address data quality, organizations control escalating direct marketing costs, enable a single view of their customers for analysis and trending, ensure effective account setup and communication, and improve overall customer experience. Unfortunately, the traditional means of mitigating poor address data is solely through scheduled, or at minimum one-off, batch cleansing efforts. While after-the-fact batch cleansing is extremely valuable for scrubbing large volumes of legacy or acquired address data, it is a downstream ...
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 ...
June 2008- This white paper defines and provides concrete examples of how customer data integration (CDI) can either save or generate millions of dollars in product design and service, marketing and sales, customer service and claims and fraud detection and compliance. These are the “bedrock” areas of the insurance industry, yet carriers still shy away from technology investments that create a customer-centric, integrated repository of data. This paper also delves into why CDI projects are not costly, ...
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 ...