CRM in the New World of Lending

Size: px
Start display at page:

Download "CRM in the New World of Lending"

Transcription

1 crnrstone.com gonzobanker.com CRM in the New World of Lending PRESENTED TO: CUNA Lending Council PRESENTED BY: Terence Roche - Principal November 3, 2014

2 The Struggle For Organic Loan Growth in Credit Unions 100% 90% 80% 70% 60% 62.8% 73.2% 70.2% 69.5% 60.5% 60.0% 62.4% 72.8% 50% Loans to Assets 40% Loans to Shares 30% 20% 10% Source: NCUA 0%

3 We Grew Up On A Traditional Formula Traditional Media Marketing Drives the face-to-face closing And the crosssell 2

4 But The Rules Are Changing Mobile and Social Search Multi-Channel Fulfillment New World of Engagement 3

5 Boom! It s Game On for Lending 4

6 Lending Disrupters are Showing the Future of CRM and Sales Mortgage Lending The loan offer is integrated into the research and buying decision. One Click Source: Trulia.com Impact: Interest Income, Origination Fees, Loan Growth, Cross-Selling Opportunities. 5

7 Lending Disrupters Consumer Lending Lending Club, an online peer-to-peer lending community, has funded nearly 3 billion in loans since its inception 5 years ago. Quoted from their website: We bring you a more efficient model. By allowing our members to directly invest in and borrow from each other, we avoid the cost and complexity of the banking system and pass the savings on to you. Both sides can win: better rates to borrowers and better returns to investors. It's that simple. Business Lending CircleUp is a crowd funding platform that connects accredited investors with innovative entrepreneurs that have solid business models in the consumer and retail space. Funding stories on their website range from 550k to 2.5MM New players want to disrupt lending intermediation. Impact: Interest Income, Loan Growth, Cross- Selling Opportunities Impact: Interest Income, Loan Growth, Cross- Selling Opportunities. 6

8 Experience is Getting Short Shrift in Banking Customers Buy The Channel Experience Not Products Customers are focused on channels as this is the way they interact with their financial institution In this channel centric (and increasingly mobile) relationship, it s time to re-think organizational alignment and focus on capabilities per channel rather than products 7

9 Definitions of CRM It s simply a tool that should help our RMs manage relationships more efficiently and effectively. Megadatabase of information accessible to the line for customer service and business development use. CRM is a set of methodologies and predefined business practices related to management of the customer relationships in this enterprise. CRM A means of providing information to relationship managers to understand all aspects of their client relationships by combining/aggregating accounts by relationship, providing calling history on their clients by any credit union personnel, calculating and showing profitability, and providing sales tracking and business development opportunities. CRM is a well defined set of strategies to ensure effective growth or retention of profitable business and consumer relationships. An understanding of our profitable customer base as it relates to current wallet share across all subs, inprocess product/service discussions and their association with other entities/relationships. 8

10 Key CRM Components Data Analytics / Segmentation Prospecting Campaign Management Sales Referrals/Tracking Case Management Contact History 360 Member View 9

11 Key CRM Components Data Analytics / Segmentation Data warehouse infrastructure, support The ability to capture and assimilate data from various sources Prospecting Core MCIF Campaign Management Third party demographic data SEG related and provided data Channel specific solutions Sales Referrals/Tracking Staff production and activity management solutions Case Management Profitability and other ancillary systems The ability to maintain data history Contact History The ability to perform statistical analysis on the data 360 Member View Most Credit Unions have data scattered in different databases. The ability to draw all of this into a single reporting source is difficult. Vendors have not helped solve this. Best practice: Single data repository that norms up different data sources, formats 10

12 Key CRM Components Data Analytics / Segmentation Prospecting The ability to track new prospects through a sales cycle Initial contact Offer/presentation Follow-up Close Campaign Management Documents and supporting information is accessible with 1 click Sales Referrals/Tracking Case Management Contact History 360 Member View There is tracking but often in a stand-alone tool such as Salesforce Often, new prospect tracking is not integrated with campaigns The need foe this is heavier in business and mortgage lending (Originators) Best practice: Tracking and reporting the movement from initial contact to close phases via workflow Integration with the decisioning system Cross-sell integrated into workflow, processing 11

13 Key CRM Components Data Analytics / Segmentation Prospecting Campaign Management Sales Referrals/Tracking Case Management The ability to create specific offers and present them to members and nonmembers through any channel The ability to assign follow-up to an employee or team The ability to track results by campaign, member, employee The ability to analyze ROI on the campaign Contact History 360 Member View 12

14 Key CRM Components Data Analytics / Segmentation Prospecting Campaign Management Sales Referrals/Tracking Case Management Contact History 360 Member View Current systems do a good job at using member information to create targeted campaigns Ability to present the offer through any channel - branch employee, CC agent, mobile, Internet banking - is mixed Best practices: Very flexible campaign selection criteria Targeted Campaigns with follow-up assigned All channels show most recent offer, decision (mobile is a channel) Method of offer (mailing, ) can be viewed Hard tracking of approvals that turn into fundings Offers that were refused, denials are displayed The next big things Loan offer integrated with research, buying decision Social marketing Mobile offers 13

15 Navy Federal Credit Union Make Social Media Count 4 million members, 4 million stories Engaged members by asking them to submit positive, personal messages about the CU, with the chance to win CU products. Further engaged members by giving them a chance to vote on winners. 14

16 Navy Federal With social media engagement way up, Navy FCU incorporated auto and other promotional offers into social flow. Targeted friends of their existing Facebook fans who also fit into military segment. Integrate the PR/social part of social media with soft efforts that drive business production. 15

17 Navy Federal Credit Union Navy s use of social media as part of the 4 million campaign has been written about in The Financial Brand and Facebook used the campaign as a standout success story. The campaign drove in hard dollars: $90 million in new deposits 5,400 auto refinance loans (equating to $96 million) Relative to Navy s $33 billion in loans and $37 billion in deposits at that time (Q3 2012), that translates to: 0.24% increase in deposits 0.29% increase in loans Navy also acquired 60k new members and increased Facebook fans by 500% (today over 1 million). 16

18 Key CRM Components Data Analytics / Segmentation Prospecting Prospect, opportunity tracking with the ability to upload any information tracked to fulfillment systems when a sale is made Both from campaigns and individual leads Employee-level tracking of sales opportunities, offers made, success ratio Campaign Management Assignment of referrals to the right resource with feedback provided to the referring employee Sales Referrals/Tracking Fast creation of information to sales leaders for feedback, coaching Case Management Tracking and reporting of incentives, payments Contact History Most Credit Unions have some form of tracking sales referrals, but it can involve different systems in the CU and CUSO s Referrals create a task for the recipient, but can often be on a standalone to do list Best practices: 360 Member View Clear referral goals by business group (not just branches!) Rigorous tracking and reporting of referral follow-ups Daily tools for supervisors/coaches to use to manage 17

19 Key CRM Components Data Analytics / Segmentation Prospecting Tracking of specific encounters with members that involved: Specific issues or questions that require notes, comments Escalation and resolution Campaign Management Follow-up to offers or campaigns Follow-up events Sales Referrals/Tracking Case Management Contact History 360 Member View This is largely used for servicing loan, not origination Call center systems are usually the ones used by the rest of the CU Best practice: Ability to identify a loan opportunity during a member encounter and pass to the referral system with case notes Campaigns, offers integrated into the case management system inquiry 18

20 Key CRM Components Data Analytics / Segmentation Prospecting A complete list of all member touches with the Credit Union Manually tracked by an employee Service transactions (branch, call center) Self-service transactions (ATM, Internet banking log-in) Campaign Management Payments transactions Mobile Sales Referrals/Tracking Case Management Contact History 360 Member View Again. largely used for servicing Most CU s do put the prospecting/sales notes in the origination system, not the servicing contact history system Best Practices: Integrated sales and servicing touches in one system Integration of campaigns into the contact history system with one click to see supporting documentation, offers 19

21 Key CRM Components Data Analytics / Segmentation Prospecting Campaign Management Sales Referrals/Tracking Case Management Prospect, opportunity tracking with the ability to upload any information tracked to fulfillment systems when a sale is made Employee-level tracking of sales opportunities, offers made, success ratio Fast creation of information to sales leaders for feedback, coaching Tracking and reporting of incentives, payments Best practices: Non-owner relationships displayed (guarantor) Total loans outstanding displayed One click to see offers accepted and refused Contact History 360 Member View 20

22 Solution Considerations Integrated Solutions: Solonis CoreTrac Sedona Sugar Kiva Argo 360 View Core Vendors Point Solutions: Harte Hankes Alliant CRM Systems, TX Raddon Marquis Toolsets: Oracle Siebel SAP Microsoft Dynamics Salesforce.com Internally developed: Various tools -.net, Java, Sharepoint 21

23 Key CRM System Questions Does everybody use the same CRM system? Insurance, investment, other CUSO s? How do we balance the better functionality of some point systems against the better integration of a single system? The business lending group just bought Salesforce!... Do we have our CRM nomenclature right? What is a unique product, service to measure? What is our big, first overweight goal? Sales tracking Referrals Service events and member encounter tracking CRM Lending 22

24 How Do We Build the Winning Lending Formula With Our Resources? Cross-channel marketing and fulfillment and a very strong Mobile Experience meets the next gen CRM Data Mashup and analytics meets the Social Media marketing of upstarts meets the Amazon-like fulfillment and support process and is managed by passionate sales leaders with specific goals and accountability 23

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy

More information

Making Small Business Finance Profitable

Making Small Business Finance Profitable Making Small Business Finance Profitable Key Lessons Learned about Applying New Technologies to SME Finance Peer Stein, Banking Advisory Group December 5, 2002 Shifting the Productivity Frontier Productivity

More information

Deliver a Superior Customer Experience. a social one.

Deliver a Superior Customer Experience. a social one. Social CRM Technology perspective on Business.. or the other way around? Daniel Burian CRM Presales Manager, Central Europe Deliver a Superior Customer Experience. a social one. As

More information

TRUEBRIDGE CONTENT MARKETING SYSTEM Multi-Channel Lead Generation

TRUEBRIDGE CONTENT MARKETING SYSTEM Multi-Channel Lead Generation TRUEBRIDGE CONTENT MARKETING SYSTEM Multi-Channel Lead Generation The 3-Part Process that Drives Cross-Sell Revenue The Truebridge system combines educational content, a customized delivery platform and

More information

Vice President, Marketing

Vice President, Marketing Vice President, Marketing California Coast Credit Union takes pride in promoting financial prosperity to our members while continuously delivering stellar service! We are passionate about cultivating relationships

More information

Customer Engagement that Drives Sales

Customer Engagement that Drives Sales TRUEBRIDGE CONTENT MARKETING SYSTEM Customer Engagement that Drives Sales Multi-Channel Lead Generation The 3-Part Process that Drives Cross-Sell Revenue The Truebridge system combines educational content,

More information

Driving Insurance Profitable Growth Using CRM On Demand. Oracle Capital Markets Solutions Footprint

Driving Insurance Profitable Growth Using CRM On Demand. Oracle Capital Markets Solutions Footprint Driving Insurance Profitable Growth Using CRM On Demand Oracle Capital Markets Solutions Footprint Safe Harbor Statement The following is intended to outline our general product direction. It is intended

More information

CRM In Core Banking Systems

CRM In Core Banking Systems CRM In Core Banking Systems February 2002 The integration of a Customer Relationship Management (CRM) component into a financial institution s core processing system has been the topic of discussion for

More information

Bizzmaxx Intelligent Sales & Marketing Errol van Engelen Managing Director Errol.vanengelen@bizzmaxx.nl

Bizzmaxx Intelligent Sales & Marketing Errol van Engelen Managing Director Errol.vanengelen@bizzmaxx.nl Bizzmaxx Intelligent Sales & Marketing Errol van Engelen Managing Director Errol.vanengelen@bizzmaxx.nl Bizzmaxx 2012 - Internal use only Agenda About Bizzmaxx Intelligent Sales & Marketing Expertise,

More information

TouchPoint Sales: Tools for Accelerating a Multi-Channel, Customer-Focused Sales Process. Kellye Proctor, TouchPoint Product Manager

TouchPoint Sales: Tools for Accelerating a Multi-Channel, Customer-Focused Sales Process. Kellye Proctor, TouchPoint Product Manager TouchPoint Sales: Tools for Accelerating a Multi-Channel, Customer-Focused Sales Process Kellye Proctor, TouchPoint Product Manager Migrating To a Sales 2.0 Culture Changing Institutional Behavior and

More information

Financial Services Banking

Financial Services Banking Deloitte Digital Presentation Title 1 Financial Services Banking Industry Breakout Session Part 2 Deloitte & Salesforce.com Customer Experience conference Michael Parker @414Parker 17 June, 2014 Deloitte

More information

9. 3 CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS

9. 3 CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications 349 FIGURE 9-5 THE FUTURE INTERNET-DRIVEN SUPPLY CHAIN The future Internet-driven supply chain operates like a

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

Identifying And Enabling Opportunities For Sustainable Growth. Barbara Mason Executive Vice-President, Marketing, Sales & Service

Identifying And Enabling Opportunities For Sustainable Growth. Barbara Mason Executive Vice-President, Marketing, Sales & Service Identifying And Enabling Opportunities For Sustainable Growth Barbara Mason Executive Vice-President, Marketing, Sales & Service Agenda Marketing supporting the growth objective The emerging affluent segment

More information

Financial Services Practice. The Multichannel Imperative for Property and Casualty Carriers In Personal Lines

Financial Services Practice. The Multichannel Imperative for Property and Casualty Carriers In Personal Lines Financial Services Practice The Multichannel Imperative for Property and Casualty Carriers In Personal Lines The Multichannel Imperative for Property and Casualty Carriers in Personal Lines 1 The Multichannel

More information

Chapter. Enterprise Business Systems

Chapter. Enterprise Business Systems Chapter 4 Enterprise Business Systems Learning Objectives Identify and give examples to illustrate the following aspects of customer relationship. Business processes supported Customer and business value

More information

Oracle Knowledge Solutions for Insurance. Answers that Fuel Growth

Oracle Knowledge Solutions for Insurance. Answers that Fuel Growth Oracle Knowledge Solutions for Insurance Answers that Fuel Growth When seeking to boost market share and customer retention rates, having answers makes all the difference. Timely answers help brokers and

More information

Copyright 2014, Thinkstock.com 16 ABA BANK MARKETING AND SALES DECEMBER 2014

Copyright 2014, Thinkstock.com 16 ABA BANK MARKETING AND SALES DECEMBER 2014 16 ABA BANK MARKETING AND SALES DECEMBER 2014 Copyright 2014, Thinkstock.com Attracting Quality Customers Here are 10 steps for successfully obtaining profitable clients, especially those who view you

More information

Analytical CRM solution for Banking industry

Analytical CRM solution for Banking industry Analytical CRM solution for Banking industry Harbinger TechAxes PVT. LTD. 2005 Insights about What are the reasons and freq. for a customer contact? What are my product holding patterns? Which of my are

More information

The ABCs of CRM. 1003 W. Ninth Avenue, 2nd Floor King of Prussia, PA 19406 T (610) 337-8400 F (610) 337-8490 www.sedonacorp.com

The ABCs of CRM. 1003 W. Ninth Avenue, 2nd Floor King of Prussia, PA 19406 T (610) 337-8400 F (610) 337-8490 www.sedonacorp.com The ABCs of CRM 1003 W. Ninth Avenue, 2nd Floor King of Prussia, PA 19406 T (610) 337-8400 F (610) 337-8490 www.sedonacorp.com The objective of Customer Relationship Management (CRM) boils down to one

More information

Taking on Big Data in Li-le Steps September 24, 2015. Jason Milesko jmilesko@gmail.com

Taking on Big Data in Li-le Steps September 24, 2015. Jason Milesko jmilesko@gmail.com Taking on Big Data in Li-le Steps September 24, 2015 Jason Milesko jmilesko@gmail.com Today s Goals 1. Be-er understand what is Big Data 2. Discuss how credit unions stack up 3. Start thinking about ways

More information

Community Bankers Council

Community Bankers Council Community Bankers Council CREATING THE CROSS CHANNEL EXPERIENCE Steve Onufrey IBM Corporation Onufrey@us.ibm.com 215-674-7937 0 Presentation Agenda Defining Cross-Channel Some Cross-Channel Experience

More information

Ask: New Auto. Note: Ask: IRA Opening?

Ask: New Auto. Note: Ask: IRA Opening? Ask: New Auto Loan? Note: Birthday Today Ask: IRA Opening? 14 ABa BANK MARKETING March 2012 Pop-Ups New Frontline Service and Sales Tool When a customer makes a transaction with a teller, the technology

More information

Marketing Services. Checking Account Acquisition Campaign

Marketing Services. Checking Account Acquisition Campaign Advisors Plus Checking Acquisition Campaign Sends Pen Air s Membership and Account Growth Soaring Overview Client Profile Pen Air Federal Credit Union was chartered in 1936 to serve military and civil

More information

Prism Analytics for Credit Unions Leverage Sophisticated Technology to Strengthen Member Relationships

Prism Analytics for Credit Unions Leverage Sophisticated Technology to Strengthen Member Relationships Product Prism Analytics for Credit Unions Leverage Sophisticated Technology to Strengthen Member Relationships Get a comprehensive view of your members. Prism Analytics for Credit Unions from Fiserv delivers

More information

Continuous Customer Dialogues

Continuous Customer Dialogues Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4

More information

How To Make Customer Management A Successful Business

How To Make Customer Management A Successful Business Making Customer Management SaaS Solutions Mobile ---------------------- A brief history of CRM -------------------------- A glimpse of the future The Beginnings of Computer based Customer Relationship

More information

Best Practices for an Effective Onboarding Strategy

Best Practices for an Effective Onboarding Strategy Best Practices for an Effective Onboarding Strategy Tiffani Montez, Principal Analyst, Forrester Research Stephen Nikitas, Senior Market Strategist, Harland Clarke February 20, 2013 #HCOnboarding 2013

More information

ANALYTICS. Acxiom Marketing Maturity Model CheckPoint. Are you where you want to be? Or do you need to advance your analytics capabilities?

ANALYTICS. Acxiom Marketing Maturity Model CheckPoint. Are you where you want to be? Or do you need to advance your analytics capabilities? ANALYTICS Analytics defined Analytics is the process of studying data to identify potential trends, evaluate decisions, or assess the performance of a tool, event, or scenario. The process should include

More information

MULTI CHANNEL CUSTOMERS EXPERIENCE IN RETAIL BANKING. Presented by: Kalidas Ghose, Director of Retail Banking Division, VP Bank

MULTI CHANNEL CUSTOMERS EXPERIENCE IN RETAIL BANKING. Presented by: Kalidas Ghose, Director of Retail Banking Division, VP Bank MULTI CHANNEL CUSTOMERS EXPERIENCE IN RETAIL BANKING Presented by: Kalidas Ghose, Director of Retail Banking Division, VP Bank Customers are not loyal to the brand They are loyal to the service 2 Factors

More information

Request for Proposal for Implementing CRM in ACI Agribusiness Terms of References (ToR) for ICT vendors to submit proposal

Request for Proposal for Implementing CRM in ACI Agribusiness Terms of References (ToR) for ICT vendors to submit proposal Request for Proposal for Implementing CRM in ACI Agribusiness Terms of References (ToR) for ICT vendors to submit proposal A. General: This Request for Proposal (RFP) refers to the Terms of Reference (TOR)

More information

Product Sample: Knowledge Area Review of World Class Customer Retention

Product Sample: Knowledge Area Review of World Class Customer Retention Product Sample: Knowledge Area Review of World Class Customer Retention PRODUCT SAMPLE: WORLD CLASS CUSTOMER RETENTION (total of 106 pages) Commercial research relevant to any organisation seeking to improve

More information

TouchPoint Customer-Centric Banking: Optimizing Customer Interaction Across Your Channels

TouchPoint Customer-Centric Banking: Optimizing Customer Interaction Across Your Channels TouchPoint Customer-Centric Banking: Optimizing Customer Interaction Across Your Channels Michel Jacobs EVP New Solutions Strategy Scott Cramer VP Channels Product Management Key Retail Banking Trends

More information

Credit Union Service Organizations The American Experience. Guy A. Messick General Counsel National Association of Credit Union Service Organizations

Credit Union Service Organizations The American Experience. Guy A. Messick General Counsel National Association of Credit Union Service Organizations Credit Union Service Organizations The American Experience Guy A. Messick General Counsel National Association of Credit Union Service Organizations Why do we collaborate because we have to in order to

More information

CUSTOMER RELATIONSHIP MANAGEMENT AND DATA WAREHOUSING

CUSTOMER RELATIONSHIP MANAGEMENT AND DATA WAREHOUSING 03-03-10 INFORMATION MANAGEMENT: STRATEGY, SYSTEMS, AND TECHNOLOGIES CUSTOMER RELATIONSHIP MANAGEMENT AND DATA WAREHOUSING Duane E. Sharp INSIDE The CRM Solution; Customer Feedback; Defining the Customer;

More information

Products CRM and Business Intelligence for DNA

Products CRM and Business Intelligence for DNA Products CRM and Business Intelligence for DNA Leverage Your Financial Institution s Rich, Robust Data to Analyze Performance and Build Stronger Accountholder Relationships Products Knowledge is power.

More information

2%INCREASE 66%INCREASE. Boylesports, winning through marketing.

2%INCREASE 66%INCREASE. Boylesports, winning through marketing. Boylesports, winning through marketing. Top Irish bookmaker masters cross-channel marketing and personalized customer communications with Adobe Campaign. Adobe Campaign had by the far the richest capabilities

More information

Sales Force Automation

Sales Force Automation Sales Force Automation 360 Degree View VinnoCRM gives a 360-degree view of each of your customers, enabling you to acquire deep knowledge of every account, facilitate collaboration across your organization,

More information

The CRM that Defines Innovation. Bill Armistead, Product Sales Specialist CONNECTIONS

The CRM that Defines Innovation. Bill Armistead, Product Sales Specialist CONNECTIONS The CRM that Defines Innovation Bill Armistead, Product Sales Specialist CONNECTIONS The CRM that Defines Innovation What is CONNECTIONS? CRM (Customer Relationship Management) Enterprise-wide, web-based,

More information

Chapter 11: Campaign Management

Chapter 11: Campaign Management Chapter 11: Campaign Management Overview Topics discussed: Campaign Management Process Campaign Planning and Development Campaign Execution Analysis & Control Campaign Feedback 2 Campaign A series of interconnected

More information

CRM On Demand now hosted locally in Europe. An Oracle White Paper 2011

CRM On Demand now hosted locally in Europe. An Oracle White Paper 2011 CRM On Demand now hosted locally in Europe An Oracle White Paper 2011 Innovation, fuelled by the rapid development of new technologies, continues to drive competitive advantage in the area of customer

More information

Solving the Challenge of Lead Management Automation

Solving the Challenge of Lead Management Automation WHITE PAPER Solving the Challenge of Lead Management Automation How We Did It and What We Learned Table of Contents Background... 1 Business Challenges... 2 Adapting to Digital Marketing... 2 Developing

More information

Customer Relationship Management (CRM)

Customer Relationship Management (CRM) Customer Relationship Management (CRM) Dr A. Albadvi Asst. Prof. Of IT Tarbiat Modarres University Information Technology Engineering Dept. Affiliate of Sharif University of Technology School of Management

More information

Safe Harbor Statement

Safe Harbor Statement Safe Harbor Statement Statements in this presentation relating to Oracle's future plans, expectations, beliefs, intentions and prospects, are "forwardlooking statements" and are subject to material risks

More information

WHITEPAPER MARKETING COMMUNICATION AND CRM

WHITEPAPER MARKETING COMMUNICATION AND CRM WHITEPAPER MARKETING COMMUNICATION AND CRM WHITEPAPER MARKETING COMMUNICATION AND CRM 2 ABOUT Nowadays, it is essential for a company to have a defined and efficient marketing strategy. Implementing such

More information

Customer Engagement. Gabriel Chan Financial Services Industry Dynamics CRM

Customer Engagement. Gabriel Chan Financial Services Industry Dynamics CRM Customer Engagement Gabriel Chan Financial Services Industry Dynamics CRM Cliché Lean and focus on customers Think like a designer and lead the way Mission : Empowering individuals & organisations to do

More information

Second CRM CRM Solution for Small Companies

Second CRM CRM Solution for Small Companies Second CRM CRM Solution for Small Companies Technologize Your Business TM Introductory Presentation June 2010 Agenda Second CRM On Demand CRM Solution Introduction Second CRM Features Pricing, Implementation

More information

Budget Planning Your Marketing Plan

Budget Planning Your Marketing Plan Up Your Game: Seven Steps to Budget Planning Think of your marketing plan as a roadmap that helps your financial institution navigate objectives, strategies, tactics, costs and projections. Similarly,

More information

Student Lifecycle Journey

Student Lifecycle Journey Student Lifecycle Journey Richard Green richard.green@microsoft.com @rich_jg Higher Education Lead, Microsoft UK Universities must adapt to the new student journey Prospect Applicant Student Alumni Your

More information

Powering Performance with Customer Intelligence. Are you ready to make Customer Intelligence your performance advantage to outpace the competition?

Powering Performance with Customer Intelligence. Are you ready to make Customer Intelligence your performance advantage to outpace the competition? Powering Performance with Customer Intelligence Are you ready to make Customer Intelligence your performance advantage to outpace the competition? Frequently Asked Questions (FAQs) PNT Marketing Services

More information

Build Your Credit Union s Insurance Business with Affinity Marketing

Build Your Credit Union s Insurance Business with Affinity Marketing Annual Convention and Exposition Build Your Credit Union s Insurance Business with Affinity Marketing May 16, 2013 10:00 11:15 a.m. Facilitated by Stephen Arnold Sponsored by www.mcul.org INTRODUCTION

More information

WHAT IS EMAIL MARKETING

WHAT IS EMAIL MARKETING Intelligent VC provide industry leading email marketing solutions, including an easy to use in-house platform as well as a host of managed solutions and services. Create and send visually engaging HTML

More information

A little bit about me:

A little bit about me: 3/19/2015 BIG DATA, little data, Any Data A little bit about me: Jesse Boyer, CEO 20+ years of credit union experience 3 different credit unions 1st completely digital credit union 2 vendors/suppliers

More information

Technology Trends in Mortgage Lending - Mortgage Marketing

Technology Trends in Mortgage Lending - Mortgage Marketing Technology Trends in Mortgage Lending - Mortgage Marketing Amit Mookim, Manoj Ramachandran Mortgage Marketing takes Centre-stage: Introduction Till a few years ago, one could say that mortgage lenders

More information

A Strategic Approach to Residential Mortgage Lending

A Strategic Approach to Residential Mortgage Lending A Strategic Approach to Residential Mortgage Lending Presented by Tracy Jean Ashfield Strategic Mortgage Solutions The Consulting and Training Division of Prime Alliance Solutions, Inc. October 19, 2009

More information

THE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS

THE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS THE NEW ERA OF ABOUT THE AUTHOR Paul Rogers is the Head of Customer Experience and CRM within HCL s Applications Division. Based in London, Paul is responsible for leading HCL s CRM consulting and technology

More information

Social Media Marketing Regulations

Social Media Marketing Regulations Annual Convention and Exposition Social Media Marketing Regulations May 16, 2013 1:15 2:15 p.m. Facilitated by Jonathan Fuhrman Sponsored by Facebook Federal Financial Institutions Examination Council

More information

Navigating Uncertainty: Keys to Success in a Changing Environment

Navigating Uncertainty: Keys to Success in a Changing Environment Navigating Uncertainty: Keys to Success in a Changing Environment CAIB 37 Annual Conference Presentation November 2010 A new reality for banking: managing uncertainty Banks are facing a new environment

More information

6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool

6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool Opening Case: Twitter: A Social CRM Tool McGraw-Hill-Ryerson 2015 The McGraw-Hill Companies, All Rights Reserved Chapter Nine Overview SECTION 9.1 CRM FUNDAMENTALS Introduction Using Information to Drive

More information

Hosted CRM Comparison Guide. Focus Research March 2009

Hosted CRM Comparison Guide. Focus Research March 2009 Hosted CRM Comparison Guide Focus Research March 2009 Focus Research 2009 Salesforce.com Inc. SalesBoom Sage Software RightNow Technologies Inc. Oracle Salesforce On Demand CRM, SageCRM.com RightNow CX

More information

OpenText Campaign Management

OpenText Campaign Management OpenText Campaign Automate Personalized Sequences of Customer Interactions Across Websites, Portals, Email, Wireless, and Direct Mail OpenText Campaign provides value throughout the customer lifecycle

More information

Safe Harbor Statement

Safe Harbor Statement Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment

More information

Loan Generation Marketing. A program that pinpoints and connects you with your best loan opportunities

Loan Generation Marketing. A program that pinpoints and connects you with your best loan opportunities Loan Generation Marketing A program that pinpoints and connects you with your best loan opportunities What if you could expand your lending tactics with greater precision and professional skill? With CUNA

More information

Marketing Automation Request for Proposal

Marketing Automation Request for Proposal Marketing Automation Request for Proposal Choosing the right marketing automation system isn t easy. This is why we created this sample RFP, consisting entirely of actual questions from real RFPs submitted

More information

Realizing CRM Success

Realizing CRM Success Realizing CRM Success An Exclusive CRM Position Paper for RFG Clients January 2005 2005 Raddon Financial Group, Inc. 701 East 22nd St., Suite 400 Lombard, IL 60148 p. 800-827-3500 f. 630-792-8700 www.raddon.com

More information

BETTER RELATIONSHIP SELLING

BETTER RELATIONSHIP SELLING BETTER RELATIONSHIP SELLING A Proven Formula For Acquiring and Developing Relationships with High Value Customers Three actions your company can take today to improve relationship selling performance and

More information

CoreTrac Product Information Packet

CoreTrac Product Information Packet CoreTrac Product Information Packet 2013 CoreTrac Product Information Packet Co r etr ac's product information packet Table of Contents Coretrac company overview page 3 A brief look at C oretrac's history

More information

Strategies to Serve Your Small Business Relationships Heather Fraser Vice President, Commercial Sales

Strategies to Serve Your Small Business Relationships Heather Fraser Vice President, Commercial Sales Strategies to Serve Your Small Business Relationships Heather Fraser Vice President, Commercial Sales Today we will cover: Small Business Market Overview Small Business Trends and Concerns Attracting,

More information

Commonwealth Bank of Australia: Building Lasting, Real-Time Value for Customers

Commonwealth Bank of Australia: Building Lasting, Real-Time Value for Customers Commonwealth Bank of Australia: Building Lasting, Real-Time Value for Customers Commonwealth Bank of Australia (CBA), Australia s leading retail bank, embarked on a five-year core banking modernization

More information

FORMAT 1. COVER KEY ECOMMERCE PRINCIPLES 2. SHORT WORKSHOPS 3.Q & A SESSIONS

FORMAT 1. COVER KEY ECOMMERCE PRINCIPLES 2. SHORT WORKSHOPS 3.Q & A SESSIONS FORMAT 1. COVER KEY ECOMMERCE PRINCIPLES 2. SHORT WORKSHOPS 3.Q & A SESSIONS KEY AIMS OF THE EVENT 1. TO INTRODUCE THE CONCEPT OF DIGITAL TRANSFORMATION 2. TO COVER THE KEY ECOMMERCE PRINCIPLES TRAFFIC

More information

INTEGRATING CRM, ECOMMERCE AND ANALYTICS

INTEGRATING CRM, ECOMMERCE AND ANALYTICS INTEGRATING CRM, ECOMMERCE AND ANALYTICS MARK JONES Senior Solutions Consultant for ExactTarget Interactive marketing expert specializing on maximizing CRM data TROY BURK CEO & Founder, Right On Interactive

More information

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES

CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES Chapter 1: Introduction to CRM Selected definitions of CRM 1 CRM is an information industry term for methodologies, software, and usually Internet

More information

Personal and Commercial Client Group Canada

Personal and Commercial Client Group Canada Management s Discussion and Analysis Personal and Commercial Client Group Canada Robert W. Pearce President and Chief Executive Officer, Personal and Commercial Client Group Canada Group Description Personal

More information

Making the Business Case for Unifying Channels

Making the Business Case for Unifying Channels Whitepaper Making the Business Case for Unifying Channels in Financial Services Your Customer Experience Management Strategy is Only as Strong as Your Weakest Channel Table of Contents Today s Retail Banking

More information

WebSphere Commerce V7 Management Center

WebSphere Commerce V7 Management Center Juha Nevalainen WebSphere Commerce Technical Specialist April 20 WebSphere Commerce V7 Management Center Precision Marketing Proof of Technology Objectives Market Facts & Trends Provide an understanding

More information

Financial Services. Market Insights, Drivers & Best Practices

Financial Services. Market Insights, Drivers & Best Practices Financial Services Market Insights, Drivers & Best Practices Purpose This guide provides key insights for digital marketing practitioners and executives working in the Financial Services industry. Those

More information

OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT

OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT OPTIMIZE SALES, SERVICE AND SATISFACTION WITH ORACLE DEALER MANAGEMENT KEY FEATURES Manage leads, configure vehicles, prepare quotes, submit invoice and process orders Capture customer, vehicle and service

More information

Loans in Credit Unions. 100,000,000,000 Credit Card Loans 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 3Q11

Loans in Credit Unions. 100,000,000,000 Credit Card Loans 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 3Q11 Putting the Credit back ki in Credit Union Tim Harrington, CPA T.E.A.M. Resources 7049 E. Tanque Verde Road, PMB 136 Tucson, AZ 85715 800-788-9542 e-mail: tharrington@forteamresources.com Are we under

More information

Achieving Cost Improvements and Bank Operational Efficiencies

Achieving Cost Improvements and Bank Operational Efficiencies Achieving Cost Improvements and Bank Operational Efficiencies May 12, 2015 Audit Tax Advisory Risk Performance 2015 Crowe Horwath LLP 1 Session Description With banks experiencing slow revenue growth,

More information

Analysis. Marketing Automation: Adding Science to the Art of Marketing. April 2011. Service Area. Business Development Strategies

Analysis. Marketing Automation: Adding Science to the Art of Marketing. April 2011. Service Area. Business Development Strategies Analysis April 2011 Marketing Automation: Adding Science to the Art of Marketing Service Area Business Development Strategies Comments or Questions? Table of Contents Key Highlights... 2 Introduction...

More information

Big Data or Smart Data?

Big Data or Smart Data? Big Data or Smart Data? How to Maximize What You (Already) Know About Your Account Holders MARKETING SERVICES 1 Big data is a big deal. It s the topic of much debate at financial institutions and the cause

More information

The Case for Commercial Data The Time to Act is Now

The Case for Commercial Data The Time to Act is Now Today, we have access to a vast amount of customer data that can be used to power sales and marketing efforts. That may not be the case tomorrow. behind. Currently, regulations for customer data are looser

More information

How To Run A Successful Financial Services Company In Canada

How To Run A Successful Financial Services Company In Canada INTRO TO TICOONSALES Ticoon GAME CHANGING PROGRAM FOR ADVISORS & INSURANCE AGENTS ABOUT TICOON Who we are and what we do About Ticoon WHO WE ARE In business since 1996 100% focused on the Canadian financial

More information

Chapter 4: Implementing the CRM Strategy

Chapter 4: Implementing the CRM Strategy Chapter 4: Implementing the CRM Strategy Overview Topics discussed: Elements of a CRM System Customer Interphase / Touch Points CRM Applications Return on Investment (ROI) of CRM CRM Costs Why is ROI of

More information

Deposit and Loan Online Account Acquisition. Lynn Jordan, ebanking Product Line Manager Kris Frantzen, Lending Product Manager

Deposit and Loan Online Account Acquisition. Lynn Jordan, ebanking Product Line Manager Kris Frantzen, Lending Product Manager Deposit and Loan Online Account Acquisition Lynn Jordan, ebanking Product Line Manager Kris Frantzen, Lending Product Manager Agenda The market opportunity trends in online channel Product and marketing

More information

Microsoft Dynamics CRM. Customer Launch

Microsoft Dynamics CRM. Customer Launch Microsoft Dynamics CRM Customer Launch How Do We Define CRM? Customer Facing Sales, marketing, service and other activities Business Process Driven Workflow drives consistent execution across business

More information

NOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT

NOUS CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING INFOSYSTEMS LEVERAGING INTELLECT NOUS INFOSYSTEMS LEVERAGING INTELLECT CREATING POSITIVE CUSTOMER EXPERIENCE IN BANKING Abstract Understanding the customer experience is the key in today s highly competitive and changing banking industry.

More information

Siebel CRM Loan Origination Siebel CRM Loan Origination enables financial institutions to successfully manage customer relationship throughout the entire consumer loan origination process across all communication

More information

Marketing Director s Guide to Selecting CRM

Marketing Director s Guide to Selecting CRM The Marketing Director s Guide to Selecting CRM A Publication www.collierpickard.co.uk Ltd 2014 Forging the Future As Marketing Director the responsibility for deciding the future direction of your organisation

More information

12/10/2012. Real-Time Analytics & Attribution. Client Case Study: Staples. Noah Powers Principal Solutions Architect, Customer Intelligence, SAS

12/10/2012. Real-Time Analytics & Attribution. Client Case Study: Staples. Noah Powers Principal Solutions Architect, Customer Intelligence, SAS Real-Time Analytics & Attribution Noah Powers Principal Solutions Architect, Customer Intelligence, SAS Patty Hager Analytics Manager, Content/Communication/Entertainment, SAS Suneel Grover Solutions Architect,

More information

Great evolution: from CRM to CCRM. Borut Vovk Head of Omnichannel Studio Moderna

Great evolution: from CRM to CCRM. Borut Vovk Head of Omnichannel Studio Moderna Great evolution: from CRM to CCRM Borut Vovk Head of Omnichannel Studio Moderna Introduction About Studio Moderna The leading direct marketing and multi-channel retailer in CEE region Introduction Philosophy

More information

How to increase Marketing Efficiency to Gain and Retain Customers

How to increase Marketing Efficiency to Gain and Retain Customers How to increase Marketing Efficiency to Gain and Retain Customers How marketing automation and CRM can help a midsized business consolidate data, improve customer information, streamline marketing efforts,

More information

Patient Relationship Management

Patient Relationship Management Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information

More information

The Future of Account Opening

The Future of Account Opening The Future of Account Opening Why Online Applicants Can Be Your Most Profitable Customers Table of Contents o o o o o Executive Summary: The Future of Retail Banking How Many Apply? The Scale of Online

More information

Deploying Insights from Online Banking Analytics in Incremental Innovation

Deploying Insights from Online Banking Analytics in Incremental Innovation Universal Banking Solution System Integration Consulting Business Process Outsourcing The relevance of online analytics to banking In its 2010 report on the state of online banking in the United States,

More information

62 nd Annual Retail & Small Business Banking Conference Using Retail Incentives to Drive Growth

62 nd Annual Retail & Small Business Banking Conference Using Retail Incentives to Drive Growth 62 nd Annual Retail & Small Business Banking Conference Using Retail Incentives to Drive Growth April 11, 2013 What We ll Be Covering Today What s Going on Right Now in Retail Banking? Expected Trends

More information

SYLLABUS. B.B.A. V SEM Subject Customer Relationship Management

SYLLABUS. B.B.A. V SEM Subject Customer Relationship Management SYLLABUS B.B.A. V SEM Subject Customer Relationship Management UNIT I Introduction to CRM: Definition and concepts of CRM, Components of CRM, Understanding the goal of CRM and Customer Touch Points. UNIT

More information

Database Direct Response Marketing Personal Selling

Database Direct Response Marketing Personal Selling 11 Chapter Eleven Database Direct Response Marketing Personal Selling 11-1 11 Selling Words 1400 Words - Copywriting service Business development specialist Generate prospects Collect information Qualify

More information

The Three Waves of Customer Care

The Three Waves of Customer Care White Paper The Three Waves of Customer Care What You Will Learn This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care

More information