CRM in Financial Services
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.
CRM has been one of the strongest areas of management focus in financial services companies throughout the world over the last five years. While it is forecast that this will continue for the next five years, many companies are struggling with their CRM programmes. They have rushed ahead with the purchase of new CRM systems, but have not done the work to ensure that these systems are deployed effectively.
CRM in Financial Services is the first book devoted exclusively to showing how organizations in this sector can improve their CRM and achieve their desired return on investment. It is based on extensive global consulting and research carried out or commissioned by IBM and its business partners over the last five years, and draws on the authors' extensive experience of working with companies to successfully implement and manage their CRM programmes.
Packed with illuminating international case studies and examples, the book begins with a detailed analysis of the state of CRM and e-business in the financial services globally, and then goes on to provide comprehensive and practical guidance on:
- making the most of your customer base;
- systems and data management;
- risk and compliance;
- channels and value chain issues;
- implementation;
- strategic implications.
If you are in the financial services sector and responsible for any aspect of customer management - at whatever level - this important book should be top of your business reading list.
BOOK DETAILS :Hardback, 480 Pages, Dimensions 234 x 142 MM Language English.
Part 1. Where are we now in CRM?
Chapter 1 The state of CRM in financial 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: Rabobank
Part 3. Sector situation
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 services
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
Part 6. Risk and compliance
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
Professor Merlin Stone is one of the UK’s top specialists in changing organisational capability to meet the needs of customers and stakeholders. His experience covers many sectors, and he also trains, coaches and mentors senior managers. He is Research Director and Director responsible for the Customer, Citizen and Stakeholder Management Practice at WCL, specialists in change management and customer/stakeholder management.
He is author or co-author of many articles and thirty books on transforming marketing, sales and customer service capabilities, including Up Close and Personal – CRM @ Work, Customer Relationship Marketing, Successful Customer Relationship Marketing, CRM in Financial Services, Key Account Management in Financial Services, The Customer Management Scorecard, Consumer Insight, Marketing Revolution and Business Solutions on Demand. The UK’s Chartered Institute of Marketing listed him in 2003 as one of the world’s top 50 marketing thinkers, while NOP World nominated him in 2004 as one of 100 most influential individuals for their input and influence on the development and growth of e-commerce and the internet in the UK over the previous 10 years. He is an Fellow of the Chartered Institute of Marketing and an Honorary Life Fellow of the UK’s Institute of Direct Marketing. He is also on the editorial advisory boards of several academic journals and writes for several trade publications.
He has a first class honours degree and doctorate in economics from Sussex University, UK. In parallel to his business career, he has also pursued a full academic career. He has held senior academic posts at various universities. He is now a part-time professor at Bristol Business School and a visiting professor at several others.
Bryan is an independent non-executive director (NED) and board level adviser. The majority of his work is in Business-to-Business marketing and sales, including Key Account and partner management, SMB marketing and through-the-value-chain distribution management to employees and consumers. Bryan has a combination of commercial, academic and professional roles including as a B2B Council Member and B2B advisor to the Managing Director of the Institute of Direct Marketing.
He also provides retained board level advice to businesses creating innovative marketing and sales services for industry, these are often technology based and provide solutions deployed by large scale B2B organisations. Areas of operation include market research, customer experience management, partner management etc – in particular helping business boards to understand how the B2B customer views their core purpose and the transition efforts required to deliver the required customer experience and business results.
Bryan is also a Non-Executive board Director at a major UK government department, an Audit Committee member and Chair of Client Standards (for operations accuracy, complaints and appeals). In addition he has been appointed as external adviser to the CEO and programme board of a 3 year £250m Operational Improvement Programme (OIP) project, which includes substantial staff and process change, also web, contact centre and IT systems improvements.
Bryan was previously an IBM worldwide banking board member (board turnover in excess of $45bn pa) and executive working with very large and complex B2B transformation projects especially in US, European, Chinese and Asean companies, where unique and complex sales, service and retention challenges have arisen.
Bryan has co-authored six Kogan Page business books with Professor Merlin Stone and others and is recognised globally for his cross-industry work on key account management, customer insight, customer experience management, marketing and sales technologies and board effectiveness. He continues to write regularly for online publications.
Bryan’s post MBA (City University, London) qualifications include Fellow of the Chartered Institute of Marketing (FCIM), Diploma in Marketing (DipM), Member of the Institute of Direct Marketing (MIDM), Fellow of the British Computer Society (FBCS), Chartered Engineer (C Eng) and Chartered Information & Technology Professional (CITP). In addition Bryan holds the Certified Diploma in Accounting and Finance (CDipAF), is a Freeman of the City of London and Liveryman of the Worshipful Company of Marketors and is studying for the Diploma in Company Direction and as a Chartered Director.
Bryan can be contacted at bryanfoss@gmail.com or on 07802 214361, his business website is www.fossinitiatives.com