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Our research and analysis on FSI Customer Relationship Management
The following in-depth pieces represent our archive of research and analysis on FSI Customer Relationship Management .
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Opinion
Getting enterprises and customers on the same planet
Date: Apr 15, 2014   |   Author: Satish Menon
Satish Menon, former global head of digital strategy, ANZ, discusses bridging the link between customer and bank.
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Proceedings Report
Improved operational efficiencies and customer service a must for Malaysian banks
Date: Feb 26, 2014   |   Author: Research
Proceedings report from The Asian Banker’s Malaysia Heads of Retail Banking Dialogue 2014, on the increasingly competitive retail banking landscape and associated challenges faced by Malaysian banks today.
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Proceedings Report
Regulatory restrictions and use of legacy systems impede HK banks’ customer centricity efforts
Date: Dec 06, 2013   |   Author: Research
Proceedings report from The Asian Banker’s Hong Kong Heads of Retail Banking Dialogue 2013, on issues shaping the current retail banking landscape in the city.
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Research Note
Asia Pacific banks explore interactional services to drive retail banking efforts
Date: Jul 23, 2013   |   Author: Research
Banks are looking to enhance analytical capabilities and improve customer relationships in a more digitally-enabled environment.
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Proceedings Report
Relationship-focus advantage drives banks to integrate CRM with mobile platform
Date: Jun 10, 2013   |   Author: Research
Proceedings report from The Asian Banker teleconsultation session, "Customer engagement in the new digital and mobile enabled world” on key focus areas and trends in multichannel digital banking.
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Case Study
DBS streamlines customer experience across key markets through pan-regional CRM platform
Date: May 30, 2013   |   Author: Levina Lim
The bank rolled-out a regional CRM platform with rationalised and standardised business functionalities in Taiwan, China, India, Hong Kong and Indonesia.
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Opinion
Shift in consumer behavioural patterns affecting banks’ Big Data usage
Date: May 15, 2013   |   Author: Magessan Raj
Banks will need to better direct the appropriate promotions, deals or product options to customers in line with their past habits, if they are to turn an average customer into a loyal one.
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Survey
Asian banks keen on pursuing analytics-driven marketing initiatives across channels
Date: May 08, 2013   |   Author: Levina Lim
Tapping into high-performance analytics and sentiment analysis the next frontier for banks ready to take the leap.

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