CRM maintenance yields leading edge

摘要

Regulatory requirements have put banks in a prime position to benefit from customer relationship management systems. However, there is more to CRM than technology, Customer relationship management (GRM) could be the light at the end of the tunnel for hanks looking for returns on regulatory-driven technology investments. Those banks that have invested strategically in their data infrastrue-turc for compliance purposes now have the opportunity to leverage their stock of well stored and cleaned data to achieve additional benefits on their substantial investments. Those who have patched their way through compliance might find that a substantial gap has opened up between their service levels and those of their competitors. However, even those CRM systems that currently predict customer behaviour according to historical data can be improved upon. But above all, the banks require a shift in corporate culture in order to successfully exploit these systems.