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Articles: Financial Services/Banking
CRM strategists often speak of improving company performance by boosting revenue on a per-customer basis. CRM magazine cuts through the hype to examine what individual customer profitability can--and cannot--do for your business.
A new study cites high frontline employee turnover and the complexity of financial institutions' CRM programs as the primary culprits.
The credit card issuer uses VoIP to integrate and manage its different contact center sites.
Pragmatech names SPSS veteran Zanghi as CEO; OutStart acquires Participate Systems; Firstlogic teams up with the University of Utah; and more.
Safety, ease of use, and bill payment services lead the way to customer satisfaction, but institutions must compete with other channels.
Several new solutions aim to put greater power on the teller and tele-agent desktop.
Retail banks are targeting small-business owners to build the profitability of those relationships.
The global bank revamps its online experience and improves contact center interactions as a result.
Improving what your most outspoken worker says to your customers.
BoA implements Apptera's Spanish-language speech application; Colonial Life deploys QlikTech; and more.
Predefined business rules make it possible for the technology to personalize everything from email messages to requests to offline bankers without heavy intervention from the IT team.
Quadstone defined a five-step model for proper follow-through on customer service inquiries.
In a six-nation survey of nearly 6,000 individuals, Americans gave their highest level of satisfaction to postal services, banks, and utility companies--none of which earned the approval of even half the survey base.
The online currency trading firm was missing the back-end analytics crucial for effective prospecting and campaigning.
IT organizations want solutions that improve their customers' experiences.
The study indicated a relatively small degree of pushback for data-driven loyalty programs.
Customer strategies will inevitably be affected as thousands of public companies, and even many of their privately held peers, adopt the requisite policies.
Today's complete banking solutions help bank personnel elevate customer service levels while increasing revenues by making targeted offers of additional products and services.
To accommodate the needs of its customers, H&R Block sought a comprehensive search solution that would simplify the navigation of its site for users of its Internet-based products and services.
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