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Articles: Financial Services/Banking
Two of the most tangible results are a 90 percent first call resolution rate, and the reduction of customer call handling time by 20 seconds.
Banks are choosing to focus more of their security efforts on identity management, rather than scattering resources across multiple systems.
No amount of cultural change will stand if data cannot flow freely and reliably.
Version 7.7 of Siebel's product suite comes nearly a year after the most recent significant release, 7.5.3.
Customers relying on the Web sites of the top U.S. retail banks are unlikely to have a satisfactory experience, according to a new study by the Allen Bonde Group, a market research and management consulting firm based in Wellesley Hills, MA.
CRM systems must collect the metrics that ensure accountability.
NetSuite announced a 99.5 percent guaranteed availability of its Web-based applications; Dendrite has completed its acquisition of Medical Data Management; Dan Springer has joined Responsys as its CEO; and more.
Despite billions in CRM investment, financial institutions still need to ensure that their self-service experience differentiates them enough to be a tool for customer retention.
Financial institutions are increasingly using customer management solutions with sophisticated front-office analytics capabilities that allow them to better slice and dice their customer data and use this insight to segment their clientele for better targeted selling opportunities.
Capital One Terminates Indian Call Center Relationship after Wipro Spectramind discovered agents' unethical business practices.
Industry executives answer the question, Is it necessary to estimate a customer's lifetime value to determine their true profitability?
PeopleSoft, Onyx, and SAP are starting Q2 with updates to several existing applications, and are adding some new products.
The report, "IT Spending on Customer Knowledge Technologies: Healthy Increases Across Most Regions," states the compounded annual growth rate of customer-knowledge technology investments by financial services firms worldwide will be 6.2 percent from 2003 to 2008.
Audentify and Stevens Communications have partnered to improve contact center performance for customers; AMR Research has cited Salesforce.com as the "clear leader in the subscription-based CRM space today and is increasing industry penetration and deal size"; and more.
Whether the compliance relates to personal privacy issues, spam, homeland security, federal, state, and local laws, healthcare, or securities, CRM solutions providers need to be aware of the issues.
Although 78 percent of respondents to the Forrester Research survey have access to the Internet, only 36 percent have enrolled for online credit card account access.
Verity announced that it has entered into a definitive agreement to acquire the intellectual property, certain customer agreements, and other strategic assets of NativeMinds; ACCPAC International announced the availability of more than 50 add-on applications; Tellabs selected Salesnet's CRM solution; and more.
PeopleSoft announced this week that the antitrust staff at the Department of Justice (DOJ) has recommended that the Department file suit to block Oracle's proposed acquisition of PeopleSoft; KANA announced it has completed its acquisition of Hipbone; and Epicor Software announced that the NFL's Washington Redskins selected Epicor's midmarket hospitality enterprise solution.
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