Best Practices in Customer Management: Some New Methods Breaking Out: Industry Report

Best Practices in Customer Management: Some New Methods Breaking Out

Product Type: Market Research Report
Published by: TowerGroup
Published: October 2006
Product Code: R301-1192

Description

Although it may seem like eons, bankers have been actively discussing customer relationship management (CRM) for only the last 10 years. Banks might be expected to have made greater progress in their efforts to proactively manage customer relationships by now, but the vast majority have yet to become customer-centric. Those that have made progress have done so by working on several customer-oriented initiatives simultaneously. Customer management succeeds when the bankers pursue synergies between established methods and new methods and strive to understand the customers' perspective and priorities. Innovative bankers are experimenting with the emerging methods.

Table of Contents

TowerGroup Take-Aways
Report Coverage
Background: Exhibit 1 Elements of Banks' Value Proposition and Ways They Have Been Neutralized (2006)
Pricing Strategies: Exhibit 2 Evolution of Pricing Strategies of Retail Banks (2006)
Pricing and Revenue Optimization: Exhibit 3 Pricing and Revenue Optimization (PRO) Process: Single-Decision Model
Dynamic Product and Pricing Configuration: Exhibit 4 US Banks' Adoption of and Spending on Dynamic Product and Pricing Configuration (2005-10P)
Differentiated Service Programs: Exhibit 5 Tiered Customer Service Levels: Realistic Planning and Customer Self-Determination (2006)
The Brand Issues
Summary

Ordering and More Information

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