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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 .
The inter bank data and analytics benchmarking working session II
Proceedings report from the inter bank data and analytics benchmarking working session held in Singapore and Malaysia on client-centricity, improving performance, the usage of social media, risk management and AI.
Determining the value of visitors to your website and acting accordingly
Niel Bornman, chief operating officer of Clickthinking, feels that inaction is worse than the negative impact of learning and growth processes in setting up web analytics.
Web analytics: Creating behavioural customer profiles
In building web analytics capabilities, banks focus on the relevant performance indicators that are linked to key business drivers.
While sales and service integration proceeds, banks still struggle in measuring campaign profitability
Despite a refined and more granular segmentation, higher campaign automation and centralised campaign management, most banks in the region still rely heavily on untargeted and unsolicited marketing.
Banks cut short their sales cycle management
While banks move forward in building CRM capabilities, they still fall short in managing the complete sales cycle effectively, focussing overly on pre-sales and sales, but fail in onboarding and post sales management.
Improving customer experience through customer analytics
In their focus on analytics and integrating data and multi-channel services, banks should not forget that it is the quality of service and overall experience that matter most in nurturing brand loyalty.
Singapore banks are moving towards harmonising external and internal data into an easily accessible central location
At our Inter-Bank Data and Analytics Benchmarking Centre Working Session in Singapore in November 2010, bankers discussed priorities in data analytics, and where data analytics are in their organisations.
Building a sustainable sales process bases on the seamless integration of back and middle office
Current weaknesses can be overcome by client suitability profiling complemented with middle and back office verifications to reinforce existing selling processes.



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