Based on extensive consulting and research carried out or commissioned by IBM and its business partners over the last five years.
CRM in Financial Services gives a whole host of suggestions as to how companies can improve their CRM and achieve the anticipated return on investment. It shows how to avoid the main problems and challenge some of the conventional wisdom about what is happening in the financial services market.
Part 1 Where are we now in CRM?services in the UK - promise vs. reality; Chapter 2 Uncertain directions in Europe and South Africa; Chapter 3 Assessing the quality of customer management in financial services. Part 2 Where are we now in e-business?: Chapter 4 E-business impact on customer management in financial services - an overview; Chapter 5. Impact of e-business on financial services marketing and marketers; Chapter 6 "E-business strategy" or just "business strategy"; Chapter 7 Managing marketing in the e-world; Chapter 8 The implications of e-commerce for strategy - UK case studies; Chapter 9 Branch and virtual CRM - a Dutch case study; Chapter 10 The life and pensions industry - the UK situation compared with other countries; Chapter 11 Trends in insurance CRM; Chapter 12 The evolution of CRM in banking; Chapter 13 CRM in investment banking and financial markets. Part 4 Understanding customers: Chapter 14 Making the most of your customer base; Chapter 15 The meaning and measurement of customer retention; Chapter 16 Business-to-business segmentation in financial. Part 5 Systems and data: Chapter 17 Strategic IT issues in financial services; Chapter 18 Achieving RoI from e-business systems in FS; Chapter 19 Data management - moving from CRM to e-business customer management; Chapter 20 Managing customers in a world of risk; Chapter 21 Customer service, complaints management and regulatory compliance; Chapter 22 Data protection; Chapter 23 Money laundering. Part 7 Channels and value chain issues: Chapter 24 Managing customers in retail bank branches; Chapter 25 The impact of e-commerce on UK financial services product-providers and their intermediary relationships; Chapter 26 Deconstructing the value chain - property and casualty insurance servicing; Chapter 27 Direct insurance; Chapter 28 CRM partnership between banks and insurance in practice - a case study; Chapter 29 Managing customers with direct mail. Part 8 Implementation: Chapter 30 Managing value in e-business; Chapter 31 Implementing CRM; Chapter 32 Motivating people to manage customers - through their pay. Part 9 Making the most of your (most valuable?) customers: Chapter 33 Managing wealth? Are you? Really?; Chapter 34 Bridging the wealth management gap; Chapter 35 Building the private banking customer experience; Chapter 36 Managing wealth - a new approach in the UK. Part 10 Strategic implications: Chapter 37 Competitive advantage analysis; Chapter 38 The customer service gap; Chapter 39 Competing for customers in an era of change; Chapter 40 Managing change.