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CRM in Financial Services.

Bryan Foss, Merlin Stone: CRM in Financial Services
A practical guide to making Customer Relationship Management (CRM) work.
CRM in Financial Services Purchase price (VAT included):
€103 – in RSD counter value at the selling rate of NBS on the day of invoicing.
The book can be purchased at our premises: Petra Lekovića 24a, Belgrade
About author:
Bryan Foss Bryan Foss, PhD, together with Prof. Merlin Stone, PhD. is one of the leading British experts in CRM and one of the most responsible people for the IBM’s hyper- growth. Besides, he is founder of the Foss Initiatives Limited, non executive director at the UK Government Department for Work & Pensions, consultant for the Customer Essential and also a lecturer at many universities and business schools.
Prof. Merlin Stone Prof. Merlin Stone, PhD. – one of the most experienced consultants and lecturers in CRM and database marketing in Great Britain. Mr. Stone is a Professor of Marketing at Surrey European Management School at the University of Surrey, a Visiting Professor at many business schools in Great Britain. In addition, he is IBM’s consultant, Founder Fellow of the Institute of Direct Marketing, a fellow of the Chartered Institute of Marketing, Director of Nowell Stone LTD and WCL.
About the book:
CRM has been one of the strongest areas of management focus in financial services companies all over the world in the last five years and is forecast to continue to be so for the next few years. But many companies are struggling with their CRM systems and many of them are not sure whether their CRM systems are deployed effectively. Most financial services companies demonstrate significant weaknesses in one or more of the following areas – market analysis, marketing strategy, distribution channel management, understanding the customer’s perspective, measuring the customer’s satisfaction, etc. The book gives a whole host of suggestions as to how companies can improve their CRM and achieve anticipated return on investment. This thoroughly written book comes from the broad knowledge and experience, as well as the specific researches of the authors. Additionally, it represents the irreplaceable guide for different management levels, whether they project CRM system in their company or they are responsible for its successful implementation.
CONTENTS:
PART I – WHERE ARE WE NOW IN CRM?
  • The state of CRM in financial services in the UK: promise vs reality
  • Uncertain directions in Europe and South Africa
  • Assessing the quality of customer management in financial services
PART 2 – WHERE ARE WE NOW IN E-BUSINESS?
  • E-business impact on customer management in financial services: an overview
  • The impact of e-business on financial services marketing and marketers
  • “E-business strategy” or just “business strategy”
  • Managing marketing in the e-world
  • The implications of e-commerce for strategy: UK case studies
  • Branch and virtual CRM – a Dutch case study
PART 3 – SECTOR SITUATION
  • The life and pensions industry: the UK situation compared with other countries
  • Trends in insurance CRM
  • The evolution of CRM in banking
  • CRM in investment banking and financial markets
PART 4 – UNDERSTANDING CUSTOMERS
  • Making the most of your customer base
  • The meaning and measurement of customer retention
  • Business to business segmentation in financial services
PART 5 – SYSTEMS AND DATA
  • Strategic IT issues in financial services
  • Achieving RoI from e-business systems in financial services
  • Data management - moving from CRM to e-business customer management
PART 6 – RISK & COMPLIANCE
  • Managing customers in a world of risk
  • Customer service, complaints management and regulatory compliance
  • Data protection
  • Money laundering
PART 7 – CHANNELS AND VALUE CHAIN ISSUES
  • Managing customers in retail bank branches
  • The impact of e-commerce on UK financial services product providers & their intermediary relationships
  • Deconstructing the value chain: property and casualty insurance servicing
  • Direct insurance
  • CRM partnership between banks and insurance in practice - a case study
  • Managing customers with direct mail
PART 8 – IMPLEMENTATION
  • Managing value in e-business
  • Implementing CRM
  • Motivating people to manage customers – through their pay
ALL RIGHTS RESERVED - PROFILE - YEAR 2011. PRIVACY POLICY