Customer Management & Experience

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Customer Management & Experience"

Transcription

1 1 Customer Management & Experience Roland Berger perspectives on client-centric banking Dubai, 07 May 2013

2 2 Executive Summary Customer Management is the conscious effort to maximize revenue by building a bank's interaction with clients on a thorough understanding of what motivates them do business with the bank Conventional focus of customer management on business banking needs only (and credit!) does not suffice to make SME relationships profitable To make Customer Management matter in a bank's operational, everyday reality, it needs to spell out the "customer experience", i.e. how client needs and preferences will actually be addressed For an effective design of "experiences", the bank needs to understand what clients really value beyond their economic and industry sector profile Customer Management guides the bank to action by identifying the critical enablers and that need to be in place to deliver these "experiences" consistently, and any need for improvement

3 Customer Management defines the targeted customer experience for each SME segment/ profile along the customer life cycle Defining customer experiences Key Consideration > Customer management is to define the customer experience along the client life cycle > Is relevant accross business banking and retail banking offering > Customer experience as a segment & profile-specific bundle of available products & pricing bank & value added services coverage and communication channel Relevance > Perceived level of customer experience is the central test whether the bank's value proposition is effective > Opportunities for cross-selling and increased share of wallet only stem from satisfied clients > Trigger word-of-mouth of promoters as most effective marketing tool Steps towards best practice > Define target "customer experiences" as a key element in value proposition design > Value-based profiling captures banking-relevant features of clients beyond economic-sector factors > Attention to key enablers/ challenges: identify change initiatives that address the "critical attributes" for delivering on client expectations 3

4 In order to realize the full potential of SME relationships, customer management focuses on business and retail banking needs Successful SME Banking: understand the full set of client needs & their potential Opportunity to grow share of wallet beyond traditional lending focus Fee income On-balance sheet, risk capital business Fee income Financial Advisory / Wealth Mgmt Private Insurance Private Accounts Consumer Finance Mortgages Business Loans Trade Finance Business Accounts Payments & Collections Business Insurance Retail Banking Services Business Banking Services Cross-Segment Cross-Selling Capture private business from professional clients including Affluent/Mass Affluent Capture professional business from private clients including small corporates and free professions 4

5 Defining and monitoring "customer experiences" is essential for sustainable success in a relationship-business KEY ASPECTS COMMENTS TOOLS Understand client needs and expectations Analyze, segment and prioritize clients Define profilespecific customer experiences Detailed investigation of factors that shape client banking choices and needs beyond income and life-cycle: values. Compare attitudes to bank and its competitors Matches data on clients with bank financials to prioritize clients and set break-even costs. Key criteria are overall client value p.a. and frequency of interaction with the bank Customer experiences are value propositions with focus on delivery to client. They should match commercial value of clients - cost-effective ways of fulfilling his priority needs. > Focus groups, surveys > RB Profiler > Client data > Product data > Profitability analysis > Survey: critical attributes > Int'l/ domestic benchmarks > Cost-benefit / break-even 4 Identify & address gaps for bank to deliver Assess bank's status quo for need to improve key enablers that matter for "critical attributes" to clients: staff qualification, coverage models, process quality & speed, communication > Operational performance analysis > Management interviews 5 Prepare, pilot, implement Prioritize and plan implementation of change initiatives. Determination of relevant KPIs. Early piloting and testing > RBpoint / Project Mgmt > Budget, performance mgmt 6 Measure, learn & adapt Standardize feedback on client satisfaction, identify lessons learned and action. Related KPIs in performance mgmt > Financial & non-financial KPIs > Focus groups, surveys > Internal surveys 5

6 A systematic planning of the customer experience paves the way towards satisfied, loyal and profitable clients Project steps and tools towards defining the customer experience Insights on Behavior and Needs Survey clients on their key expectations Identify criteria on which bank underperforms peers Define ways to address "critical attributes" with differentiated offers Define value proposition / service for key client profiles Translate into Customer Experience plans (objectives, activities, time/frequency) Further specify into a Customer Engagement Plan for sales force, RMs, branch staff Enhance Plan Monitor Implement 6

7 Understand client needs and expectations Consistently managing a satisfying client experience starts from more detailed client insight than conventional segmentation RB PROFILER APPROACH: 360 MARKET AND CUSTOMER INSIGHTS For SME clients: Profile of Owner/ Entrepreneur + Firm Values, needs, interests a Values & Needs Interests & attitudes Brand usage & awareness Borrowing, Saving, Inv't behavior etc. 360 Product preferences & usage Stage of company life-cylce, age of owner b Usage of communication & distribution channels Business revenues, private and business budget Behavior c Industry sector and socio-economics COMMENTS > Conventional economic-sectoral segmentation leaves out many key drivers of client behavior and is too largegrained to adequately represent the diverse spectrum of SMEs > Systematic client satisfaction requires a more detailed understanding of relevant needs and expectations > Combination of different segmentation criteria provides holistic view > The most attractive client segments can then be offered dedicated, clearly differentiated value propositions that set the bank apart from its peers and will enhance client satisfaction, loyalty and profitability 7

8 Understand client needs and expectations Deployed at leading banks, RB Profiler creates actionable transparency on clients RB Profiler deployment in SME and Retail Businesses A IDENTIFY B PRIORITIZE C APPLY > Customize set of values to business > Survey clients (incl. focus groups) > Identify "Archetype" client profiles > Understand the Archetypes > Determine their economic relevance > Select / prioritize target clients > Compare fit with bank status quo > Determine strategic options > Design fitting value propositions 8

9 9 Understand client needs and expectations RB Profiler combines a large data pool on client values, needs and preferences with project-specific research via surveys & focus groups Roland Berger's RB Profiler methodology: tapping a wider set of client data Sociodemographic details Age, sex, education, etc. Technology usage Internet usage key figures Economic/ sectoral details Revenues, personal income, etc. Financial services Usage of financial products, services etc. General brands usage Usage of preferred brands Values, needs & desires Detailed description of values profile CHINA SPAIN GERMANY COMMENTS > RB Profiler data pool contains information about consumer values and desires, and exten-sive additional data > A data pool of 14 years of RB Profiler expertise in >250 projects and 35 countries is readily available > Individual research for our projects (surveys and focus groups) ensure clientspecific results

10 Identify & address gaps for bank to deliver A successful embedding of "customer experience" in value propositions is not achieved with a CRM tool alone IMPERATIVES Consistently deliver the segment/ profile specific customer experience Deliver these propositions by strong cross-functional collaboration Develop capabilities to continuously deliver target customer experiences KEY ENABLERS / CAPABILITY DRIVERS > Review / Align: periodic review of customer value propositions > Up-skill: training & qualification > Enhance: improvement of the credit application process > Systems: CRM tools for effective client date mgmt > Monitor: ensure implementation of customer experience plan > Measure: Customer-based metrics and feedback loops > Institutionalize: Customer Mgmt Team as internal experts CHALLENGES TO ADDRESS > Product-centric approach in specialist units > Divergence of customer experience across channels and outlets > Integrity and adequacy of client data and data tools > Management of sales force activity > Ability to generate timely feedback 10

11 Customer management has to define and enforce delivery the customer experience with benefits for both bank and customers Advantages of Customer Management operationalized into "customer experience" Bank perspective > Customer management enforces a customer experience that is differentiated by segment/ profiles to attract the right customers > Customer experience targets both business and retail banking needs > Consistent customer experience enables crossand up-selling and mobilizes promoters, making more of our relationships > Differentiation allows us to invest adequately in sales and service according to customer value Greater value capture from customers Customer perspective > The bank knows my specific needs in my business (and private affairs) and hence provides me with relevant proposals > The bank has prepared itself to deliver a consistent level of customer experience throughout my relationship > The bank values me as a customer and I will therefore receive attention and pricing that shows it Increased customer satisfaction Source: Roland Berger 11

12 12

Get Better Business Results

Get Better Business Results Get Better Business Results From the Four Stages of Your Customer Lifecycle Stage 1 Acquisition A white paper from Identify Unique Needs and Opportunities at Each Lifecycle Stage It s a given that having

More information

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both

Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Exceptional Customer Experience AND Credit Risk Management: How to Achieve Both Lynn Brunner Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions,

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

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

Overview, Goals, & Introductions

Overview, Goals, & Introductions Improving the Retail Experience with Predictive Analytics www.spss.com/perspectives Overview, Goals, & Introductions Goal: To present the Retail Business Maturity Model Equip you with a plan of attack

More information

Banking on Total Relationships: Paving the Way for Customer Loyalty

Banking on Total Relationships: Paving the Way for Customer Loyalty FINANCIAL SERVICES WHITE PAPER Banking on Total Relationships: Paving the Way for Customer Loyalty Total Relationship Loyalty increases a bank s bottom line by offering customers highly attractive and

More information

Page 2. Business Success Business OS: The Cloud Operating System for Small Business SMBs know there is a better way to run their Businesses.

Page 2. Business Success Business OS: The Cloud Operating System for Small Business SMBs know there is a better way to run their Businesses. Page 2 Business Success Business OS: The Cloud Operating System for Small Business SMBs know there is a better way to run their Businesses. The cloud can help. But how? SMBs without IT departments and

More information

Customer effectiveness

Customer effectiveness www.pwc.com/sap Customer effectiveness PwC SAP Consulting Services Advance your ability to win, keep and deepen relationships with your customers. Are your customers satisfied? How do you know? Five leading

More information

Customer Care for High Value Customers:

Customer Care for High Value Customers: Customer Care for High Value Customers: Key Strategies Srinivasan S.T. and Krishnan K.C. Abstract Communication Service Providers (CSPs) have started investing in emerging technologies as a result of commoditization

More information

Raise the anchor. FEATURE 4 March 2015. One of the most reliable growth stimuli for SMEs is value chain financing.

Raise the anchor. FEATURE 4 March 2015. One of the most reliable growth stimuli for SMEs is value chain financing. Raise the anchor FEATURE 4 March 2015 One of the most reliable growth stimuli for SMEs is value chain financing. Qamar Saleem, Martin Hommes and Aksinya Sorokina explain how this works and why it is good

More information

Get Better Business Results

Get Better Business Results Get Better Business Results From the Four Stages of Your Customer Lifecycle Stage 2 Service A white paper from Identify Unique Needs and Opportunities at Each Lifecycle Stage Each stage in the customer

More information

European truck aftersales 2030

European truck aftersales 2030 European truck aftersales 2030 Securing the most profitable business Study Munich, December 2015 Management summary Why react? Pressure points within the aftermarket environment for OEMs What to do? OEMs

More information

Maximizing Customer Retention: A Blueprint for Successful Contact Centers

Maximizing Customer Retention: A Blueprint for Successful Contact Centers Maximizing Customer Retention: A Blueprint for Successful Contact Centers Sponsored by Table of Contents Executive Summary...1 Creating Loyal Customers: A Critical Company Goal...1 Causes of Customer Attrition...2

More information

Welcome to ICMI s Customer Relationship Management Study

Welcome to ICMI s Customer Relationship Management Study Welcome to ICMI s Customer Relationship Management Study Course We will begin the session shortly. Today s Agenda CRM objectives Supporting call center objectives CRM strategies The call center s value

More information

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and

More information

Managing all your customer interactions Ambit CustomerConnect

Managing all your customer interactions Ambit CustomerConnect RETAIL BANKING Customer Management Human. PRODUCT SHEET Managing all your customer interactions Ambit CustomerConnect SunGard s Ambit CustomerConnect provides banks with an integrated, centralized solution

More information

Engage Customers with Service Excellence

Engage Customers with Service Excellence SAP Brief SAP Customer Relationship Management Customer Service s Objectives Engage Customers with Service Excellence It s time to rethink customer service It s time to rethink customer service Today s

More information

68% 97% 78% SHIFTING TO THE CENTER: FINANCIAL PLANNING IS THE HUB OF WEALTH MANAGEMENT 1: WEALTH MANAGEMENT CLIENTS NEED GUIDANCE

68% 97% 78% SHIFTING TO THE CENTER: FINANCIAL PLANNING IS THE HUB OF WEALTH MANAGEMENT 1: WEALTH MANAGEMENT CLIENTS NEED GUIDANCE SHIFTING TO THE CENTER: FINANCIAL PLANNING IS THE HUB OF WEALTH MANAGEMENT 1: WEALTH MANAGEMENT CLIENTS NEED GUIDANCE 68% of surveyed global High-Net Worth (HNW) Clients, and 69% of North American HNW

More information

The heart of your business*

The heart of your business* Advisory services Technology The heart of your business* Advance your ability to win, keep and deepen relationships with your customers Customer Effectiveness *connectedthinking Are your customers satisfied?

More information

CRM Buyer s Guide. Volume III: How Can I Get the Most from My Chosen CRM Solution?

CRM Buyer s Guide. Volume III: How Can I Get the Most from My Chosen CRM Solution? CRM Buyer s Guide Volume III: How Can I Get the Most from My Chosen CRM Table of Contents Steps to CRM Success... 1 Step 1: It s all About the Customer... 1 Step 2: Build a Business Case... 2 Step 3: End

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

Capabilities overview. Retail Banking: A Transformational Model for Growth Using a Customer-Centric Approach

Capabilities overview. Retail Banking: A Transformational Model for Growth Using a Customer-Centric Approach Capabilities overview Retail Banking: A Transformational Model for Growth Using a Customer-Centric Approach Capabilities Overview It s a New World The retail banking industry is in the midst of a seismic

More information

Pipeline. Your OSS/BSS Information Source. Delivering Customer-Personalization Through Intelligent Applications

Pipeline. Your OSS/BSS Information Source. Delivering Customer-Personalization Through Intelligent Applications Pipeline Your OSS/BSS Information Source. Delivering Customer-Personalization Through Intelligent Applications Key Strategies For Increasing Revenue Through Personalization By John Konczal and Michael

More information

New Realities, New Approaches

New Realities, New Approaches Wealth and Asset Management Services Point of View New Realities, New Approaches Changing the Client-Advisor Relationship in Wealth Management Two major trends the changing nature of clients, and shifts

More information

Lead to Money: Aligning Finance with Sales and Marketing Processes

Lead to Money: Aligning Finance with Sales and Marketing Processes #LeadToMoney Sales Management Association Webcast Lead to Money: Aligning Finance with Sales and Marketing Processes 13 February 2014 Presented by Copyright 2014 The Sales Management Association. About

More information

Customer Experience Strategy and Implementation

Customer Experience Strategy and Implementation Customer Experience Strategy and Implementation Enterprise Customer Experience Transformation 2014 Andrew Reise, LLC. All Rights Reserved. Enterprise Customer Experience Transformation Executive Summary

More information

ANALYTIC KEYS TO SME CROSS-SELL

ANALYTIC KEYS TO SME CROSS-SELL As seen in the ANALYTIC KEYS TO SME CROSS-SELL BY TONY CORETTO By improving data, analytics and multi-channel targeting, banks can digitally identify and pursue opportunities that otherwise could not be

More information

THE SUSTAINABLE WAY TO GROW

THE SUSTAINABLE WAY TO GROW Financial Services POINT OF VIEW THE SUSTAINABLE WAY TO GROW WHAT WEALTH MANAGERS CAN LEARN FROM OTHER PROFESSIONAL SERVICES AUTHOR Philippe Bongrand, Partner Wealth Management is a professional services

More information

Module Three. Connected CRM Enterprise Transformation

Module Three. Connected CRM Enterprise Transformation Module Three Connected CRM Enterprise Transformation 1 Any organization can become more customer focused. It s just harder sometimes Product-centric P&L/Decision Segment-centric P&L/Decision Channel-centric

More information

Transforming customer management in the water sector How to become a leader in customer service

Transforming customer management in the water sector How to become a leader in customer service Transforming customer management in the water sector How to become a leader in customer service management strategies have always been important to water companies, with a focus on resolving issues first

More information

9 Reasons Your Product Needs. Better Analytics. A Visual Guide

9 Reasons Your Product Needs. Better Analytics. A Visual Guide 9 Reasons Your Product Needs Better Analytics 02 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 A Visual Guide Better Analytics for Your Users Table of Contents Introduction... 2 As a product

More information

Leverage Cloud-Based Contact Center Technologies To Provide Differentiated Customer Experiences

Leverage Cloud-Based Contact Center Technologies To Provide Differentiated Customer Experiences A Custom Technology Adoption Profile Commissioned By Genesys Telecommunications Laboratories Leverage Cloud-Based Contact Center Technologies To Provide Differentiated Customer Experiences March 2013 Introduction

More information

Self-Assessment A Product Audit Are You Happy with Your Product Results

Self-Assessment A Product Audit Are You Happy with Your Product Results Self-Assessment A Product Audit Are You Happy with Your Product Results When was the last time you really assessed your products and your organization s ability to create and deliver them to the marketplace?

More information

Client Reporting A strategic differentiator in a competitive private banking environment.

Client Reporting A strategic differentiator in a competitive private banking environment. Synpulse Singapore Pte. Ltd. Management Consulting 8 Shenton Way #46-01 AXA Tower Singapore 068811 Phone +65 6229 5770 Fax +65 6229 5771 info@synpulse.com synpulse.com Client Reporting A strategic differentiator

More information

The Customer Experience

The Customer Experience The Customer Experience Anne Lockie EVP, Sales & Marketing Segment Overview Key Markets Growth Markets Prime Markets Commercial Markets Youth Nexus Small Business Borrowers & Builders Business Agriculture

More information

G20 SME Research Agenda: An Update Peer Stein, Global Business Line Leader, IFC Access to Finance Advisory

G20 SME Research Agenda: An Update Peer Stein, Global Business Line Leader, IFC Access to Finance Advisory G20 SME Research Agenda: An Update Peer Stein, Global Business Line Leader, IFC Access to Finance Advisory Cambridge, MA September 16, 2011 IFC continues to be actively engaged in the G20 global financial

More information

Customer Experience Management

Customer Experience Management Customer Experience Management Best Practices for Voice of the Customer (VoC) Programmes Jörg Höhner Senior Vice President Global Head of Automotive SPA Future Thinking The Evolution of Customer Satisfaction

More information

Winning the Retail Game

Winning the Retail Game Winning the Retail Game Improving retail performance in an increasingly competitve automotive market With cut-throat competition characterizing stagnant automotive retail markets, high-performing dealer

More information

Building a Sustainable Revenue Stream: The Power of Small Business Payments. William Hippensteel Managing Director, BAI

Building a Sustainable Revenue Stream: The Power of Small Business Payments. William Hippensteel Managing Director, BAI Building a Sustainable Revenue Stream: The Power of Small Business Payments William Hippensteel Managing Director, BAI 1 Presentation Outline Dynamics and Demographics of the Small Business Market What

More information

Knowing the customer: this time it s personal. How analytics can help banks achieve superior CRM, secure growth and drive high performance

Knowing the customer: this time it s personal. How analytics can help banks achieve superior CRM, secure growth and drive high performance Knowing the customer: this time it s personal How analytics can help banks achieve superior CRM, secure growth and drive high performance Table of Contents Introduction How advanced analytics changes customer

More information

Analytics Strategy Information Architecture Data Management Analytics Value and Governance Realization

Analytics Strategy Information Architecture Data Management Analytics Value and Governance Realization 1/22 As a part of Qlik Consulting, works with Customers to assist in shaping strategic elements related to analytics to ensure adoption and success throughout their analytics journey. Qlik Advisory 2/22

More information

Ten Steps to CRM Success. A Customer Relationship Management White Paper

Ten Steps to CRM Success. A Customer Relationship Management White Paper A Customer Relationship Management White Paper 10 Steps to CRM Success i Table of Contents Step1: It s all About the Customer... 1 Who Are Your Customers?... 1 Define Customer Attributes... 1 Step 2: Build

More information

How successful is your campaign and promotion management? Towards best-practice campaign management strategies

How successful is your campaign and promotion management? Towards best-practice campaign management strategies How successful is your campaign and promotion management? Towards best-practice campaign management strategies Welcome to the new normal Businesses today are under unprecedented pressure to increase spending

More information

Customer Centricity in Banking: Driving Revenue and Loyalty. Developing the 21st century workforce TM

Customer Centricity in Banking: Driving Revenue and Loyalty. Developing the 21st century workforce TM Customer Centricity in Banking: Driving Revenue and Loyalty Developing the 21st century workforce TM In today s hypercompetitive banking environment, most financial-services firms are overlooking the one

More information

Opinion Finding faster Leader growth: Loyalty and new spend Follow the money: growth through targeted customer experience

Opinion Finding faster Leader growth: Loyalty and new spend Follow the money: growth through targeted customer experience Opinion Finding faster Leader growth: Loyalty and new spend Follow the money: growth through targeted customer experience No business that fails to deliver positive customer experiences can hope to grow

More information

Total Customer Experience (TCE) Evaluation. For

Total Customer Experience (TCE) Evaluation. For Total Customer Experience (TCE) Evaluation For TELECOM OPERATORS Common Challenges of Telecom Operators Telecommunications service is big business. So big that almost every marketer is jealous of the scale,

More information

Redefining Customer Analytics

Redefining Customer Analytics SAP Brief SAP Customer Engagement Intelligence Objectives Redefining Customer Analytics Making personalized connections with customers in real time Making personalized connections with customers in real

More information

Your Customers Are Demanding Omni-Channel Communications. What Are You Doing About It?

Your Customers Are Demanding Omni-Channel Communications. What Are You Doing About It? A Custom Technology Adoption Profile Commissioned By KANA Software Your Customers Are Demanding Omni-Channel Communications. What Are You Doing About It? Executive Summary Consumers are changing how they

More information

Client Onboarding Process Reengineering: Performance Management of Client Onboarding Programs

Client Onboarding Process Reengineering: Performance Management of Client Onboarding Programs KNOWLEDGENT INSIGHTS volume 1 no. 4 September 13, 2011 Client Onboarding Process Reengineering: Performance Management of Client Onboarding Programs In the midst of the worst economic environment since

More information

Improving customer relationships

Improving customer relationships White paper Customer Engagement Improving customer relationships How top companies maximize lifetime value through effective customer engagement Page 2 Customer experiences help drive long-term profits.

More information

The Price Is Right. Best Practices in Pricing of Telecom Services

The Price Is Right. Best Practices in Pricing of Telecom Services The Price Is Right Best Practices in Pricing of Telecom Services Summary Price is a key buying factor for telecom services. It communicates the value of your offer and creates a host of expectations about

More information

3 Keys to Preparing for CRM Success: Avoid the Pitfalls and Follow Best Practices

3 Keys to Preparing for CRM Success: Avoid the Pitfalls and Follow Best Practices CRM Expert Advisor White Paper 3 Keys to Preparing for CRM Success: Avoid the Pitfalls and Follow Best Practices Ten years ago, when CRM was nascent in the market, companies believed the technology alone

More information

CREATING THE RIGHT CUSTOMER EXPERIENCE

CREATING THE RIGHT CUSTOMER EXPERIENCE CREATING THE RIGHT CUSTOMER EXPERIENCE Companies in the communications, media, and entertainment industries are using big-data technologies, user-centered design, and operational alignment methodologies

More information

Management Update: The Importance of Developing a CRM Strategy

Management Update: The Importance of Developing a CRM Strategy IGG-10302002-03 J. Kirkby Article 30 October 2002 Management Update: The Importance of Developing a CRM A customer relationship management (CRM) strategy states how to turn a customer base into an intangible

More information

Predictive Analytics Enters the Mainstream

Predictive Analytics Enters the Mainstream Ventana Research: Predictive Analytics Enters the Mainstream Predictive Analytics Enters the Mainstream Taking Advantage of Trends to Gain Competitive Advantage White Paper Sponsored by 1 Ventana Research

More information

Opinion Finding faster Leader growth: Loyalty and new spend Follow the money: growth through targeted customer experience

Opinion Finding faster Leader growth: Loyalty and new spend Follow the money: growth through targeted customer experience Opinion Finding faster Leader growth: Loyalty and new spend Follow the money: growth through targeted customer experience No business that fails to deliver positive customer experiences can hope to grow

More information

Report on the Agency-Advertiser Value Survey

Report on the Agency-Advertiser Value Survey Report on the Agency-Advertiser Value Survey Study conducted by Ignition Consulting Group on behalf of American Association of Advertising Agencies Association of National Advertisers August 2007 Results

More information

Getting Started With Net Promoter

Getting Started With Net Promoter Getting Started With Net Promoter Satmetrix Net Promoter Fast Start Edition is a well-defined, proven approach for initiating the Net Promoter Discipline and seeing results in as little as six weeks. Benefits

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

Seize The Mobile Moment: Field Service Mobility Solutions Improve Customer Experience

Seize The Mobile Moment: Field Service Mobility Solutions Improve Customer Experience A Custom Technology Adoption Profile Commissioned By HP January 2015 Seize The Mobile Moment: Field Service Solutions Improve Customer Experience Introduction Customers expect to get what they want in

More information

Implementing differentiated customer-centric strategies

Implementing differentiated customer-centric strategies Implementing differentiated customer-centric strategies Retail-banker-friendly strategy development that resonates with your customers and shareholders An Experian white paper Table of contents Introduction...2

More information

Customer Database. A strong foundation to build a successful organization. www.spanglobalservices.com

Customer Database. A strong foundation to build a successful organization. www.spanglobalservices.com Customer Database A strong foundation to build a successful organization Index: Introduction How to Build a Customer Database Accumulate Data In-house Deploy External Suppliers How to Manage Customer Databases

More information

Designing a Metrics Dashboard for the Sales Organization By Mike Rose, Management Consultant.

Designing a Metrics Dashboard for the Sales Organization By Mike Rose, Management Consultant. Designing a Metrics Dashboard for the Sales Organization By Mike Rose, Management Consultant. Metrics can serve as critical measures of success for any organization and, in particular, the sales force

More information

UBS Financial Services Conference 2013

UBS Financial Services Conference 2013 UBS Financial Services Conference 2013 Philip Chronican Chief Executive Officer, Australia AUSTRALIA AND NEW ZEALAND BANKING GROUP LIMITED June 2013 Banking on Australia - transforming the business, positioning

More information

The Five Disciplines of Channel Management

The Five Disciplines of Channel Management The Five Disciplines of Channel Management Drive Your Partner Investments to a Competitive Advantage and Improve Your Company s Efficiency and Effectiveness Executive summary In today s business environment,

More information

Personalized Customer Experience Management

Personalized Customer Experience Management Personalized Customer Experience Management Prithvijit Roy CEO & Co-Founder, BRIDGEi2i 2014 BRIDGEi2i Analytics Solutions Pvt. Ltd. All rights reserved Personalized Customer Experience A BARTENDER A BARBER

More information

Translating user experience into KPIs

Translating user experience into KPIs ericsson White paper 284 23-3270 Uen August 2015 Translating user experience into KPIs A NEW METHODOLOGY Operators have often struggled to find connections between user experience and what the network

More information

Rethinking Key Account Management: adapting and refining your Sales organization s response to the new realities

Rethinking Key Account Management: adapting and refining your Sales organization s response to the new realities Rethinking Key Account Management: adapting and refining your Sales organization s response to the new realities Managing the future Most executives recognize that the real assets of a company are embedded

More information

According to CSO Insights, over 58% of pipeline opportunities end up as no decision or

According to CSO Insights, over 58% of pipeline opportunities end up as no decision or The current state of sales performance is startling. According to CSO Insights, over 58% of pipeline opportunities end up as no decision or lost. According to Sales Benchmark Index, less than 42% of financial

More information

Increasing Marketing ROI with Customer Analytics. 2013 IBM Corporation

Increasing Marketing ROI with Customer Analytics. 2013 IBM Corporation Increasing Marketing ROI with Customer Analytics 1 The agenda The Marketer s Evolving Role Data/Analytics Based Decisions Customer Analytics to Increase ROI ROI in Action 2 The Marketer s Evolving Role:

More information

Transforming the Way to Market, Sell and Service

Transforming the Way to Market, Sell and Service Customer Relationship Management (CRM) Transforming the Way to Market, Sell and Service Agenda I. CRM definition and overview II. Getting started with CRM Initiatives 2 1 What is CRM? Customer Relationship

More information

Commercial excellence: Perfect compound of intuition and facts

Commercial excellence: Perfect compound of intuition and facts Commercial excellence: Perfect compound of intuition and facts Results of study Hamburg, October 2014 A. Sample size and characteristics 9 B. Importance of Commercial Excellence for Specialty Chemicals,

More information

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) CII Institute of Logistics

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) CII Institute of Logistics CUSTOMER RELATIONSHIP MANAGEMENT (CRM) CII Institute of Logistics Session map Session1 Session 2 Introduction The new focus on customer loyalty CRM and Business Intelligence CRM Marketing initiatives Session

More information

CASE STORY ON GENDER DIMENSION OF AID FOR TRADE. Banking on Women Pays Off: Creating Opportunities for Women Entrepreneurs

CASE STORY ON GENDER DIMENSION OF AID FOR TRADE. Banking on Women Pays Off: Creating Opportunities for Women Entrepreneurs CASE STORY ON GENDER DIMENSION OF AID FOR TRADE Banking on Women Pays Off: Creating Opportunities for Women Entrepreneurs Banking on Women Pays Off Creating Opportunities for Women Entrepreneurs International

More information

Growing Revenues Through Commercial Excellence

Growing Revenues Through Commercial Excellence VOLUME XVIII, ISSUE 12 Growing Revenues Through Commercial Excellence Companies engage in a battle every day to create value. L.E.K. Consulting helps companies succeed in this battle by focusing on the

More information

ITGovA: Proposition of an IT governance Approach

ITGovA: Proposition of an IT governance Approach Position Papers of the Federated Conference on Computer Science and Information Systems pp. 211 216 DOI: 10.15439/2015F21 ACSIS, Vol. 6 ITGovA: Proposition of an IT governance Approach Adam CHEKLI Hassan

More information

Sales, marketing and aftersales consulting.

Sales, marketing and aftersales consulting. we keep you ahead consulting Sales, marketing and aftersales consulting. Keeping your customers in focus. Product and market analysis Financial controlling Strategy Active customer management Sales and

More information

GLOBAL WEALTH & INSURANCE. September 25, 2013

GLOBAL WEALTH & INSURANCE. September 25, 2013 GLOBAL WEALTH & INSURANCE September 25, 2013 Global Wealth & Insurance Investor Day September 2013 Global Wealth Barb Mason Executive Vice President Global Wealth Management Agenda The business today Canada

More information

Home Equity Retention Strategies

Home Equity Retention Strategies Home Equity Retention Strategies Brian King BenchMark Consulting International In today s highly competitive Home Equity Lending environment the ability to both attract and retain customers is critical.

More information

Ángel Rivera Head of Retail & Commercial Banking

Ángel Rivera Head of Retail & Commercial Banking Ángel Rivera Head of Retail & Commercial Banking Banco Santander, S.A. ("Santander") cautions that this presentation contains forward-looking statements. These forward-looking statements are found in various

More information

Improve customer experience with your call center

Improve customer experience with your call center Improve customer experience with your call center 1 Table of Contents Welcome to the Age of the Unloyal Customer Superior Service Is More Difficult Than It Looks Segmented customer touchpoints Who is responsible

More information

Five steps to improving the customer service experience

Five steps to improving the customer service experience Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use

More information

Getting Business Value from Customer Engagement. Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research

Getting Business Value from Customer Engagement. Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research Getting Business Value from Customer Engagement Chet Geschickter, Research Director Gartner Energy & Utilities Industries Research 1 How Gartner Delivers Value Gartner research helps clients review, develop,

More information

Targeting. 5 Tenets. of Modern Marketing

Targeting. 5 Tenets. of Modern Marketing 5 Tenets of Modern Marketing Targeting The foundation of any effective Modern Marketing effort is to ensure you have a clear and accurate picture of your potential customers. Without the proper strategies

More information

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

5 Keys to Effective Innovation and New Product Development (NPD) Planning. Copyright Sopheon plc. All rights reserved worldwide.

5 Keys to Effective Innovation and New Product Development (NPD) Planning. Copyright Sopheon plc. All rights reserved worldwide. 5 Keys to Effective Innovation and New Product Development (NPD) Planning Next Copyright Sopheon plc. All rights reserved worldwide. This work is licensed under the Creative Commons Attribution Non-Commercial

More information

1 Copyright Phoenix Marketing International 2012. All rights reserved.

1 Copyright Phoenix Marketing International 2012. All rights reserved. 1 Copyright Phoenix Marketing International 2012. All rights reserved. D A V I D M. T H O M P S O N Managing Director Phoenix Affluent Market +44 (0) 20 3427 6157 / London +011 860 404 5414 / New York

More information

Capital Markets Day Athens, 16 January 2006 ALPHA. Retail Banking. G. Aronis Senior Manager, Retail Banking

Capital Markets Day Athens, 16 January 2006 ALPHA. Retail Banking. G. Aronis Senior Manager, Retail Banking Capital Markets Day Athens, 16 January 2006 ALPHA BANΚ Retail Banking G. Aronis Senior Manager, Retail Banking Contents: page Retail Banking at a Glance 3 Strategic Emphasis on Retail Banking 4 Household

More information

READY, SET, GO-TO-MARKET. How and Why You Need to Plan for Launch

READY, SET, GO-TO-MARKET. How and Why You Need to Plan for Launch READY, SET, GO-TO-MARKET How and Why You Need to Plan for Launch $ Aa With the constant need to get to market quickly, it can be tempting to jump into launching a new product or service without first having

More information

Revenue Enhancement through Cross-Selling

Revenue Enhancement through Cross-Selling Revenue Enhancement through Cross-Selling Valuing Customer Centricity The critical value driver path Cross/up-selling, target customer retention and target pricing strategy are the greatest value creators

More information

Speakers curriculum vitae

Speakers curriculum vitae Speakers curriculum vitae Education: Commercial Engineer Degree, Business Economics, University of Leuven (Belgium) Master of Internal Auditing, University of Antwerp (Belgium) Previous positions: 1984

More information

Using SAS Enterprise Miner for Analytical CRM in Finance

Using SAS Enterprise Miner for Analytical CRM in Finance Using SAS Enterprise Miner for Analytical CRM in Finance Sascha Schubert SAS EMEA Agenda Trends in Finance Industry Analytical CRM Case Study: Customer Attrition in Banking Future Outlook Trends in Finance

More information

2015 OUTLOOK: BANKING CHANNELS

2015 OUTLOOK: BANKING CHANNELS December 2014 2015 OUTLOOK: BANKING CHANNELS Moving from theory to practice Changes in banking channels are talking hold, embodying a transition from theoretical ideas to actual implementations of such

More information

2015 Research Catalog

2015 Research Catalog Launching a New Era of Research: Continuous Data Collection and Online Reporting Cogent Reports is proud to augment our 2015 product calendar with several powerful, new online research solutions, specifically

More information

Global Best Practices in Banking Women-Led SMEs

Global Best Practices in Banking Women-Led SMEs Global Best Practices in Banking Women-Led SMEs A report commissioned by EBRD the european bank for reconstruction and development (ebrd) The EBRD is investing in changing people s lives and environments

More information

Delivering a Smarter Shopping Experience with Predictive Analytics:

Delivering a Smarter Shopping Experience with Predictive Analytics: IBM Software Business Analytics Retail Delivering a Smarter Shopping Experience with Predictive Analytics: Innovative Retail Strategies Delivering a Smarter Shopping Experience with Predictive Analytics:

More information

Building a Sustainable Revenue Stream: The Power of Small Business Payments NACHA Payments 2015

Building a Sustainable Revenue Stream: The Power of Small Business Payments NACHA Payments 2015 Building a Sustainable Revenue Stream: The Power of Small Business Payments NACHA Payments 2015 Mercator Advisory Group and BAI 2015 1 Your Presenters Are: Patricia Hewitt William Hippensteel Vice President,

More information

CRM Presentation. 2013 VeriPark 1

CRM Presentation. 2013 VeriPark 1 CRM Presentation 2013 VeriPark 1 Agenda VeriPark introduction VeriTouch overview Single customer view Call center automation Complaints and service requests Master data management New customer enrollment

More information