Abstract
This Financial Insights report examines key results from recent interviews and
surveys of senior bank and credit union executives on the reemergence of CRM
initiatives in the United States banking industry and profiles banks that have
achieved recognition for customer satisfaction. Christine Pratt, research
director for Consumer Banking and Credit, said, "Indications are that there is
a new urgency to make greater strides that has little to do with customer
delight or building relationships but instead is all about organic growth and
the challenges posed by a lackluster economy."
Table of Contents
- Table of Contents
- Financial Insights Opinion
- In This Report
- Situation Overview
- Business Need
- Table: Significant Competition from International Banks Investing in U.S. Banks
- Where We Are Today
- Figure: CRM Solutions in Place Today
- Figure: CRM Solutions in Place Today by Company Revenue
- Management Challenges
- The Approach
- Best-of-Breed Strategies
- The Five Phases of CRM
- Figure: Five Phases of CRM Applications
- Differentiating the Adopters
- Wachovia Corporation
- Figure: Wachovia Sees Results in Organic Growth
- Bank of America
- Figure: Bank of America Customer Satisfaction Reports, 2001, 2005, and 2006
- Navy Federal Credit Union
- Commonwealth Bank of Australia - International Perspective
- Lessons Learned
- Figure: Obstacles Faced During CRM Solution Implementation
- Future Outlook
- Figure: CRM Maturity Model
- Figure: Institution' s CRM Solution Focus
- Essential Guidance
- Actions for Financial Institutions
- Actions for Vendors
- Learn More
- Related Research
- Synopsis
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