Making the Business Case for Unifying Channels Part I: Making the Customer’s Channel of Choice the Right One for You

April 6, 2010

The good news is that with the introduction of multiple delivery channels, interaction volumes have grown, but there's bad news too. Most institutions will find that the growth has not necessarily been in ways that are most profitable for them.  Read more...

Where CRM Must Evolve Into CEM

March 22, 2010

Last month I sat through a really interesting presentation on the CRM efforts of one of S.E. Asia's leading banks while at the Asian Financial Services Congress in Singapore. They have clearly developed a very large store of data on their customers and they are using this data to mine for opportunities. Read more...

Baking a CEM Cake-the Key Ingredients

March 8, 2010

Developing and executing a strategy for delivering memorable customer experiences is a lot like baking a cake. Read more...

It’s Time to Engage Your Tellers in Sales

February 1, 2010

The opportunity: the reality is that tellers at your bank or credit union have more face time with customers/members than any other group within the organization—doesn’t it make sense that they be an integral part of your sales and CRM initiatives? Read more...