(May 2008)

Beyond CRM
In the late 1990s, financial services companies perceived customer relationship management (CRM) as the “great salvation,” the differentiator that would permit a practitioner to stand head and shoulders above the competition. By the early 2000s, this concept had been dismissed as “hype” with its inability to generate the performance results projected. However, financial institutions that were able to plan, construct, and execute a customer-focused strategy have found these results to be true.

    This paper details the “hows” and “whys” of managing customer relationships effectively and profitably. It is based on the synergistic relationships between the components required for a successful customer-focused program. A shortfall in any one of these components can doom the program to sub-optimized results and even failure.

Click here to read article (pdf)

Click here to view the executive summary

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