CRM in Financial Services: A Practical Guide to Making Customer Relationship Management Work

CRM in Financial Services: A Practical Guide to Making Customer Relationship Management Work

by Merlin Stone, Bryan Foss
     
 

ISBN-10: 0749436964

ISBN-13: 9780749436964

Pub. Date: 08/28/2002

Publisher: Kogan Page, Ltd.

* Customer Relationship Management, Customer Loyalty, Customer Centricity are key concepts in Business and Management thinking today  See more details below

Overview

* Customer Relationship Management, Customer Loyalty, Customer Centricity are key concepts in Business and Management thinking today

Product Details

ISBN-13:
9780749436964
Publisher:
Kogan Page, Ltd.
Publication date:
08/28/2002
Pages:
700
Product dimensions:
7.78(w) x 9.82(h) x 1.81(d)

Table of Contents

About the authors
List of contributors
Foreword from the Industry General Managers of IBM's Financial Services Sector
Acknowledgements
Introduction1
Pt. 1Where Are We Now in CRM?9
Ch. 1The state of CRM in financial services in the UK: promise vs reality11
Ch. 2Uncertain directions in Europe and South Africa20
Ch. 3Assessing the quality of customer management in financial services31
Pt. 2Where Are We Now in E-Business?57
Ch. 4E-business impact on customer management in financial services: an overview59
Ch. 5The impact of e-business on financial services marketing and marketers74
Ch. 6'E-business strategy' or just 'business strategy'95
Ch. 7Managing marketing in the e-world110
Ch. 8The implications of e-commerce for strategy: UK case studies123
Ch. 9Branch and virtual CRM - a Dutch case study: Rabobank136
Pt. 3Sector Situation155
Ch. 10The life and pensions industry: the UK situation compared with other countries157
Ch. 11Trends in insurance CRM174
Ch. 12The evolution of CRM in banking199
Ch. 13CRM in investment banking and financial markets210
Pt. 4Understanding Customers225
Ch. 14Making the most of your customer base227
Ch. 15The meaning and measurement of customer retention244
Ch. 16Business-to-business segmentation in financial services261
Pt. 5Systems and Data269
Ch. 17Strategic IT issues in financial services271
Ch. 18Achieving ROI from e-business systems in financial services280
Ch. 19Data management - moving from CRM to e-business customer management302
Pt. 6Risk and Compliance319
Ch. 20Managing customers in a world of risk321
Ch. 21Customer service, complaints management and regulatory compliance331
Ch. 22Data protection352
Ch. 23Money laundering369
Pt. 7Channels and Value Chain Issues385
Ch. 24Managing customers in retail bank branches387
Ch. 25The impact of e-commerce on UK financial services product providers and their intermediary relationships402
Ch. 26Deconstructing the value chain: property and casualty insurance servicing434
Ch. 27Direct insurance448
Ch. 28CRM partnership between banks and insurers in practice - a case study468
Ch. 29Managing customers with direct mail484
Pt. 8Implementation509
Ch. 30Managing value in e-business511
Ch. 31Implementing CRM527
Ch. 32Motivating people to manage customers - through their pay556
Pt. 9Making the Most of Your (Most Valuable?) Customers567
Ch. 33Managing wealth? Are you? Really?569
Ch. 34Bridging the wealth management gap575
Ch. 35Building the private banking customer experience597
Ch. 36Managing wealth - a new approach in the UK605
Pt. 10Strategic Implications637
Ch. 37Competitive advantage analysis639
Ch. 38The customer service gap656
Ch. 39Competing for customers in an era of change666
Ch. 40Managing change678
Index695

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