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Horizontal CRM in Retail Brokerage: Let’s Get Vertical!Product Type: Market Research ReportPublished by: TowerGroup Published: March 2004 Product Code: R301-791 Description This Research Note covers CRM from the perspective of Internet and discount broker/dealers and mutual fund companies that sell direct to retail customers. TowerGroup calls this segment the "self-directed investor." These FSIs often provide service on a 24/7 basis with each FSI sales or service agent serving many random customers and each customer interfacing with random FSI agents or through multiple electronic channels. In these types of brokerage firms, marketing, sales, and service are many times offered by different sets of staff.
Table of Contents Vision Introduction Drivers Challenges IT Spending Horizontal CRM Vendors in Retail Brokerage Conclusion |
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