Respect™ CRM/CEM Suite

Your institution's customer relationship management (CRM) strategy is only as strong as your weakest channel. The degree of success you have in cultivating loyal relationships depends upon your institution’s ability to exceed a customer’s service expectations while creating a satisfying experience with each and every interaction. You must be able to serve and sell to a customer in a personalized and consistent way via their channel of choice—whatever that may be at any given point in time.

Although this may be widely acknowledged, there is a fundamental breakdown in traditional approaches to CRM, one that’s leaving many institutions frustrated by the effectiveness, or lack thereof, of their CRM and CEM initiatives.

Data mining data is not the foundation for customer relationships—service is, with intelligent and relevant sales extending from that service.

Our approach is to provide your institution with a 360 degree view of each customer relationship based on all available data, all interaction history and all available organizational knowledge—within the current interaction. Unlike other products, our CRM/CEM suite is a business to consumer (B-to-C) solution set specifically designed for financial institutions to be able to respond in real-time to customers and prospects with service and sales offers wherever and whenever they show up.

It all boils down to a simple equation, CEM = CRM³

CRM³ refers to the concept of unifying three areas crucial to the effective execution of an enterprise-wide sales, service and CRM strategy:

  • Technology
  • Applications
  • Processes

Only through unification of all three can an institution begin to deliver on the promise of CRM, and then extend beyond that to truly manage the Customer Experience.