CRM

Category: Finance & Accounting > Banking & Finance 25th Oct 2012 - 26th Oct 2012 , 08:30 AM - 06:30 PM

Developing a profitable customer-driven approach OverviewIn many countries innovation in customer relationship management and customer experience has been given a higher priority than previously. There is a consensus within the industry that strong customer intelligence and an effective customer relationship management strategy can help financial institutions improve their customer knowledge and understanding. These strategies lead to more effective segmentation which enable banks to deliver a more consistent and targeted offering to their customers using the most effective channel(s).Key issuesTo achieve this level of CRM excellence the key challenges to be addressed include: CRM culture. CRM must have both management support and employee involvement which require training and motivation. It also requires real change management in terms of customer approach Analysis. Banks need to collect high quality customer data from various sources and then analyse it to define targets customer habits etc. Strategy. The data can be used for planning campaigns contacting customers proactively and identifying the most effective distribution channel(s). Banks should measure the results and their impact on customer loyalty.The conference will feature speakers from across Europe who will present the results of theirrespective CRM projects including: Effective campaign management Implementation of event-driven marketing Most effective use of statistical analysis Delivery of a powerful customer experience Delivery of high quality information to the channels Event Owner: Florence Chatelet (Membership assistant chez EFMA)