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Articles: Financial Services/Banking
Basics in the financial services world are the branch and the call center--analysts predict that most of the CRM spending in the financial services industry will be on the branch and on the tools to help call center agents make the most of their customer touch points.
Teradata and SAP AG have announced a partnership to deliver analytical solutions to specific vertical industries with high data-volume requirements.
Indian outsourcing to grow by 30 percent; Convergys expands in Canada; Dendrite makes acquisition in Japan; and more.
Gartner has presented its 10 must-do New Year resolutions for CIOs and IT Directors for 2004; MicroStrategy has announced that Trenitalia has deployed the MicroStrategy Business Intelligence Platform to analyze railroad ticket sales data; and Sharper Image has selected Coremetrics to provide detailed analysis of customer and visitor behavior on SI's Web site.
Siebel closes UpShot deal, Datamonitor says more call center seats going offshore, GWI creates new services group, and more...
The mortgage-refinancing boom taught wholesale lenders a real lesson about the loyalty and attention span of their broker-partners.
U.S. call center spending in the financial services industry between 1998 and 2003 increased by 118 percent; Customers are looking for better integration between applications, information systems, and portals; and companies are getting into offshore BPO, but enterprises should also examine the benefits from offshore "insourcing."
European call center spending among financial services organizations grew 130 percent since 1998--a large chunk of that came from U.S. companies moving operations overseas and outsourcing back-office operations.
Firms should be making investments in new functionalities like call center text-mining, event triggering, profiling, lead management optimization, marketing resource management, scenario planning, dynamic pricing tools, and partner relationship management.
Demand for chief customer officers has surged; technology spending by North American banks will remain flat for 2003; mobile access to CRM solutions, not wireless connectivity, will see the most attention from systems integrators; and more.
edocs launches Focused Solutions, software for financial services firms that consists of three components: e-Statements for Banking, Customer Self-Service for Credit Cards, and e-Billing for Insurance.
Customers are rarely loyal. They are willing to jump at the first perceived slight or problem, even if they have been dealing with you for years.
Interwoven has released Interwoven 6, which it says can boost the effectiveness of a company's CRM strategy; Pointsec Mobile Technologies has developed a new security system for sales and marketing professionals and their PDAs; Cognos has released Cognos Metrics Manager Version 2.
Spending for outsourced services and software, according to the new report, will see the largest increase; spending for consulting will decline, and hardware and network equipment spending will remain flat.
Two-thirds of the companies surveyed across France, Germany, Italy, the Netherlands, and the United Kingdom say that customer satisfaction and loyalty within their organization is suffering due to the bad data.
Yankee Group research report, "Enterprise Instant Messaging is All About Integration" finds that instant messaging as a form of communication within and between enterprises and their clients, prospects, and partners is growing steadily; Impact Information Technologies announced that it has expanded its software portfolio with the acquisition of Arcidea; Pivotal has added Eric Rosenfeld to its board of directors.
Will we ever learn to modify our behavior, learn to collaborate around integrated data files that contain the bits of customer information?
The changing face of CRM in financial institutions.
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