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HSBC and Newcastle Building Society case studies: Improving customer relationship managementProduct Type: Market Research ReportPublished by: Datamonitor Published: November 2005 Product Code: R313-12997 Description This report looks at two UK financial services companies and how they have enhanced their customer service operations through two quite different means.Table of Contents TABLE OF CONTENTSABOUT DATAMONITOR 2 WHAT IS THIS REPORT ABOUT? 3 INTRODUCTION 6 CASE STUDY 7 HSBC DriverQuote 7 Winning service 7 Big business customers 7 DriverQuote abilities 8 Newcastle Building Society 9 Improving customer service 9 Virtual call center 9 Background to installation 10 Results 10 CONCLUSIONS 12 RESEARCH METHODOLOGY 13 RELATED RESEARCH 14 LIST OF FIGURES Figure 1: HSBC logo 7 Figure 2: HSBC's award winning DriverQuote 8 Figure 3: Newcastle Building Society logo 9 |
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