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CRM in Financial Services Merlin Stone

CRM in Financial Services By Merlin Stone

CRM in Financial Services by Merlin Stone

Reviews:
$38.99
Condition - Very Good
Only 1 left
Very Good

Summary

CRM in Financial Services gives a whole host of suggestions as to how companies can improve their CRM and achieve the anticipated return on investment. It shows how to avoid the main problems and challenge some of the conventional wisdom about what is happening in the financial services market.

CRM in Financial Services Summary

CRM in Financial Services: A Practical Guide to Making Customer Relationship Marketing Work by Merlin Stone

CRM in Financial Services gives a whole host of suggestions as to how companies can improve their CRM and achieve the anticipated return on investment. It shows how to avoid the main problems and challenge some of the conventional wisdom about what is happening in the financial services market.

About Merlin Stone

Bryan Foss is an independent non-executive director (NED), board level adviser, mentor and Visiting Professor. The majority of his work is in board governance and risk management (including operational, systems and data risks), also Business-to-Business marketing and sales, including international Key Account and partner management, SMB marketing and through-the-value-chain distribution management to employees and consumers. Bryan has a combination of commercial, regulatory, academic and professional roles, he is also an active board mentor for a very wide variety of organisations and individuals.

Table of Contents

Part 1 Where are we now in CRM?: Chapter 1 The state of CRM in financial services in the UK - promise vs. reality; Chapter 2 Uncertain directions in Europe and South Africa; Chapter 3 Assessing the quality of customer management in financial services. Part 2 Where are we now in e-business?: Chapter 4 E-business impact on customer management in financial services - an overview; Chapter 5. Impact of e-business on financial services marketing and marketers; Chapter 6 E-business strategy or just business strategy; Chapter 7 Managing marketing in the e-world; Chapter 8 The implications of e-commerce for strategy - UK case studies; Chapter 9 Branch and virtual CRM - a Dutch case study; Chapter 10 The life and pensions industry - the UK situation compared with other countries; Chapter 11 Trends in insurance CRM; Chapter 12 The evolution of CRM in banking; Chapter 13 CRM in investment banking and financial markets. Part 4 Understanding customers: Chapter 14 Making the most of your customer base; Chapter 15 The meaning and measurement of customer retention; Chapter 16 Business-to-business segmentation in financial. Part 5 Systems and data: Chapter 17 Strategic IT issues in financial services; Chapter 18 Achieving RoI from e-business systems in FS; Chapter 19 Data management - moving from CRM to e-business customer management; Chapter 20 Managing customers in a world of risk; Chapter 21 Customer service, complaints management and regulatory compliance; Chapter 22 Data protection; Chapter 23 Money laundering. Part 7 Channels and value chain issues: Chapter 24 Managing customers in retail bank branches; Chapter 25 The impact of e-commerce on UK financial services product-providers and their intermediary relationships; Chapter 26 Deconstructing the value chain - property and casualty insurance servicing; Chapter 27 Direct insurance; Chapter 28 CRM partnership between banks and insurance in practice - a case study; Chapter 29 Managing customers with direct mail. Part 8 Implementation: Chapter 30 Managing value in e-business; Chapter 31 Implementing CRM; Chapter 32 Motivating people to manage customers - through their pay. Part 9 Making the most of your (most valuable?) customers: Chapter 33 Managing wealth? Are you? Really?; Chapter 34 Bridging the wealth management gap; Chapter 35 Building the private banking customer experience; Chapter 36 Managing wealth - a new approach in the UK. Part 10 Strategic implications: Chapter 37 Competitive advantage analysis; Chapter 38 The customer service gap; Chapter 39 Competing for customers in an era of change; Chapter 40 Managing change.

Additional information

GOR005050391
9780749436964
0749436964
CRM in Financial Services: A Practical Guide to Making Customer Relationship Marketing Work by Merlin Stone
Merlin Stone
Used - Very Good
Hardback
Kogan Page Ltd
20020614
480
N/A
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
This is a used book - there is no escaping the fact it has been read by someone else and it will show signs of wear and previous use. Overall we expect it to be in very good condition, but if you are not entirely satisfied please get in touch with us

Customer Reviews - CRM in Financial Services