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Customer Process Management: The Real-time Enterprise Depends On the Merging of CPM and BPM
Customer-facing processes are challenging to manage because they are always changing. Conventional workflow automation and stand-alone business process

bank customer retention  and credit policies. The bank could increase its credit risk without management's awareness. Combined with a rapidly growing customer base and the increased incidence of fraud and competitive market pressure, this introduced an unacceptable level of risk into the business. The bank had been using Onyx for several years in its full-service contact center and throughout an extensive branch network. The organization extended Onyx's reach with an implementation of a redesigned sales process for its retail Read More
CRM for Financial and Insurance Markets
Customer relationship management (CRM) focuses on the retention of customers by collecting data from all customer interactions with a company from all access points (by phone, mail, or Web, or&n...
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Documents related to » bank customer retention


More Banks Turning to Microsoft Dynamics CRM
While the pundits’ assertions that Microsoft is losing its relevance and innovation mojo continue to swirl, especially with an impending CEO change, there are

bank customer retention  Austria, and ABN AMRO Bank of the Netherlands are redefining how they engage with customers and delivering exceptional customer experiences with Microsoft Dynamics CRM. The  VKB case study in particular gives details about why the bank selected Microsoft Dynamics CRM. Microsoft Dynamics CRM's total cost of ownership (TCO) is certainly a factor, too. It will be interesting to see whether the product’s appeal broadens once new technologies such as the  recently acquired MarketingPilot and Netbreeze , Read More
KXEN, An Important New Asset in the Evolution of SAP Analytics
A couple of weeks ago when I was on briefed on KXEN, the predictive analytics technology provider, I was completely unaware of the deal that was being struck

bank customer retention  Bank of America and Bank Austria in finance, just to name a few. So, How Does KXEN’s InfiniteInsight Fit Into SAP’s Product Stack? SAP’s Predictive Analysis software has shown modest success since its release in November 2012. Despite being an interesting offering, the software has not had an easy time gaining entry into the predictive analytics space, as well-positioned leaders already have a big piece of the pie there. But SAP’s Predictive Analysis has done well to establish the basis of Read More
(Forgotten) CRM and ERP Kingdoms in the Making?
Enterprise resource planning (ERP) and customer relationship management (CRM) vendor Consona is determined to establish a CRM “kingdom” based on Consona

bank customer retention  Staples , HP , Bank of America , and Motorola . Its features include Web self-service, call centers, and in-store kiosks. The Consona Knowledge Platform is the foundation for the application suite. As described in its product description, this KM tool has the following features: A knowledge auto-classification engine that automatically tags and organizes disparate knowledge sources, including unstructured documents, transaction data, experts, and authored support content A natural-language processing Read More
6 Key Elements-A Guide to Delivering a Consistent Outstanding Customer Experience in the Contact Centre and Beyond
Customers are the lifeblood of any business, and receiving quality customer service is a major factor in their purchasing decisions. There are six key elements

bank customer retention  most successful institutions, ASB Bank, has set itself apart by focusing almost exclusively on creating an outstanding customer experience at every level of the organisation. ASB has found that an uncompromising commitment to customer satisfaction, backed by an integrated customer management solution, has delivered huge growth in revenue and profitability as customers respond by voting with their wallets. While recognising the need to satisfy a range of stakeholders, including management, board Read More
MAPICS: Will Customer Satisfaction be Enough?
MAPICS has consistently scored above average in the following customer-service & support benchmarks: reliability, quality of support, vendor stability, ease of

bank customer retention  Will Customer Satisfaction be Enough? Vendor Summary MAPICS, Inc., headquartered in Atlanta, GA, is a leading global provider of enterprise business software for mid-size discrete and batch-process manufacturing enterprises and large corporate divisions. MAPICS revenues in fiscal 1998 were $130 million. IBM launched MAPICS II (Manufacturing Accounting and Production Information Control System) software in 1978. It was the first MRP system commercially available for manufacturing enterprises and Read More
Customer Relationship Management (CRM) Software Evaluation Report
This comprehensive, customer relationship management (CRM) Software Evaluation Report covers the full range of CRM functionality. Modeled especially to help

bank customer retention  Relationship Management (CRM) Software Evaluation Report This comprehensive, customer relationship management (CRM) Software Evaluation Report covers the full range of CRM functionality. Modeled especially to help clients requiring modern B2B or B2C solutions, it covers marketing automation, sales force automation, customer service and support, partner management, contract management and creation, project and team management, Internet sales, e-mail response management, analytics, and important Read More
A New Customer Relationship Management Framework: Twenty-first Century Necessity, or Blowin' in the Wind?
The business ecosystem has shifted focus from corporation to customer, and the location of value has changed with it. Where value had historically been located

bank customer retention  New Customer Relationship Management Framework: Twenty-first Century Necessity, or Blowin' in the Wind? What do you think about when you think customer relationship management (CRM)? My bet is that you'll think that it's marketing, sales, and support functions, or a strategy that is designed to garner customer commitments of some sort, or an outlook and set of practices that will drive customer behaviors when it comes to product or services sales—and the words up-sell and cross-sell will be prominent Read More
Integrating Customer Relationship Management and Service Resolution Management
The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies

bank customer retention  is a customer the bank would not want to lose. Naturally, customers are highly sensitive to how they are treated; they notice such things as whether their service institutions answer the phone quickly and recognize the customer when he or she calls, or whether the establishments answer questions astutely or resolve issues promptly. Also of importance is whether the institution provides rapid turnaround for specific offerings, such as new account origination, new loan origination, refinancing a home, and Read More
Making Customer Experiences a Reality-Five Steps from Vision to Execution
Successful customer experiences change the competitive landscape by separating your company from the competition. Industry wisdom thus has companies focusing on

bank customer retention  Customer Experiences a Reality-Five Steps from Vision to Execution Successful customer experiences change the competitive landscape by separating your company from the competition. Industry wisdom thus has companies focusing on increasing transaction efficiency. However, by executing a customer-centric strategy—with a clear process enforced along every channel of customer interaction—you will tap into the emotions and aspirations of your customers, creating a personal and long-standing Read More
Customer Behavior Analysis from Tealeaf Now in IBM’s Analytics Portfolio
We’ve barely had time to assimilate IBM’s acquisition of Vivisimo and now IBM has announced its intention to acquire Tealeaf Technology, a provider of customer

bank customer retention  Behavior Analysis from Tealeaf Now in IBM’s Analytics Portfolio We’ve barely had time to assimilate IBM’s acquisition of Vivisimo and now IBM has announced its intention to acquire Tealeaf Technology , a provider of customer experience management and customer behavior analysis applications. IBM is filling in an important piece of the analytics puzzle by reinforcing its analytics capabilities to the customer service behavior area, an important segment of the business analytics arena. IBM Read More
How to Achieve a Great--and Profitable--Customer Experience
Learn how to deliver superior customer service in How to Achieve a Great and Profitable Customer Experience.

bank customer retention  to Achieve a Great--and Profitable--Customer Experience The rules of the game have changed. Companies used to compete on product quality; today it‘s all about the customer experience. How does your company stack up? Learn how to deliver superior customer service in How to Achieve a Great—and Profitable—Customer Experience . You'll discover what it takes to have customers who spend more pay higher rates remain loyal to your company champion your brand to friends, peers, and business associates Read More
Case Study: Royal Bank of Canada
Royal Bank of Canada (RBC) is Canada’s largest bank and one of North America’s leading diversified financial services companies. To deliver regulatory-based

bank customer retention  Study: Royal Bank of Canada Royal Bank of Canada (RBC) is Canada’s largest bank and one of North America’s leading diversified financial services companies. To deliver regulatory-based courses and learning through a global, cost-effective channel, RBC replaced its homegrown learning management system (LMS) with a cost-effective, enterprise-wide solution, and consolidated its LMS for streamlined operations. Find out how they did it. Read More

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