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

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

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Editorial Reviews

From the Publisher
"A unique and stimulating read. A breath of fresh air from Bryan and Merlin, bringing hands-on practical experience and insight from themselves and industry professionals. They have seized the opportunity to marry theory with the knowledge of what really works on the ground." — Karen Jones, Marketing Director, GMAC Residential Funding (a General Motors company)
Karen Jones
A unique and stimulating read. A breath of fresh air from Bryan and Merlin, bringing hands-on practical experience and insight from themselves and industry professionals. They have seized the opportunity to marry theory with the knowledge of what really works on the ground.
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Product Details

  • ISBN-13: 9780749436964
  • Publisher: Kogan Page, Ltd.
  • Publication date: 8/28/2002
  • Pages: 700
  • Product dimensions: 7.78 (w) x 9.82 (h) x 1.81 (d)

Meet the Author

Professor Stone is the author of 30 + books on marketing and customer service, and is Visiting Professor at several UK universities.

Bryan Foss is director of and an advisor to a portfolio of fast-growing international companies.

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Table of Contents

About the authors
List of contributors
Foreword from the Industry General Managers of IBM's Financial Services Sector
Introduction 1
Pt. 1 Where Are We Now in CRM? 9
Ch. 1 The state of CRM in financial services in the UK: promise vs reality 11
Ch. 2 Uncertain directions in Europe and South Africa 20
Ch. 3 Assessing the quality of customer management in financial services 31
Pt. 2 Where Are We Now in E-Business? 57
Ch. 4 E-business impact on customer management in financial services: an overview 59
Ch. 5 The impact of e-business on financial services marketing and marketers 74
Ch. 6 'E-business strategy' or just 'business strategy' 95
Ch. 7 Managing marketing in the e-world 110
Ch. 8 The implications of e-commerce for strategy: UK case studies 123
Ch. 9 Branch and virtual CRM - a Dutch case study: Rabobank 136
Pt. 3 Sector Situation 155
Ch. 10 The life and pensions industry: the UK situation compared with other countries 157
Ch. 11 Trends in insurance CRM 174
Ch. 12 The evolution of CRM in banking 199
Ch. 13 CRM in investment banking and financial markets 210
Pt. 4 Understanding Customers 225
Ch. 14 Making the most of your customer base 227
Ch. 15 The meaning and measurement of customer retention 244
Ch. 16 Business-to-business segmentation in financial services 261
Pt. 5 Systems and Data 269
Ch. 17 Strategic IT issues in financial services 271
Ch. 18 Achieving ROI from e-business systems in financial services 280
Ch. 19 Data management - moving from CRM to e-business customer management 302
Pt. 6 Risk and Compliance 319
Ch. 20 Managing customers in a world of risk 321
Ch. 21 Customer service, complaints management and regulatory compliance 331
Ch. 22 Data protection 352
Ch. 23 Money laundering 369
Pt. 7 Channels and Value Chain Issues 385
Ch. 24 Managing customers in retail bank branches 387
Ch. 25 The impact of e-commerce on UK financial services product providers and their intermediary relationships 402
Ch. 26 Deconstructing the value chain: property and casualty insurance servicing 434
Ch. 27 Direct insurance 448
Ch. 28 CRM partnership between banks and insurers in practice - a case study 468
Ch. 29 Managing customers with direct mail 484
Pt. 8 Implementation 509
Ch. 30 Managing value in e-business 511
Ch. 31 Implementing CRM 527
Ch. 32 Motivating people to manage customers - through their pay 556
Pt. 9 Making the Most of Your (Most Valuable?) Customers 567
Ch. 33 Managing wealth? Are you? Really? 569
Ch. 34 Bridging the wealth management gap 575
Ch. 35 Building the private banking customer experience 597
Ch. 36 Managing wealth - a new approach in the UK 605
Pt. 10 Strategic Implications 637
Ch. 37 Competitive advantage analysis 639
Ch. 38 The customer service gap 656
Ch. 39 Competing for customers in an era of change 666
Ch. 40 Managing change 678
Index 695
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