Financial Services firms have long recognized that business success is heavily influenced by successful customer relationships. CRM software is the enabling technology to support CRM strategies which seek to acquire, nurture, grow and retain valuable customers. However, for this industry it's also critical that client account management processes be tightly integrated to industry specific business processes such as Know Your Customer (KYC), on-boarding, house-holding, loyalty and compliance mandates such as AML and FATCA.
CRM Software For Financial Services
Within the financial services sector, CRM adoption is most active within banking (retail and wealth management), insurance (especially Life and P&C) and capital markets (most notably asset management and investment banking). This channel will explore CRM best practices, research and advice within these FiServ sectors.
Financial Services CRM Strategies and Technologies
The rise and adoption of consumer technologies has created a sea shift change in consumer behaviors. Consumers are more connected, informed, empowered and demanding. They're also switching their financial services providers at an increased rate. To effectively compete, financial services organizations need to shift their business strategies toward the factors most important to consumers.
Most Financial Services firms have social media properties but have failed to make social business profitable business. More often than not the problem stems from a lack of a clear social strategy and a subsequent lack of financial performance measurement. Here are social strategy design recommendations, use cases and examples to make your social strategy a profitable strategy.
CRM for financial services is like CRM in no other industry. In this blog post I share some design ideas and CRM software screenshots for the most used business processes. I also share an overarching approach in how to morph seemingly separate compliance and client account management objectives in order to achieve a single, streamlined enterprise-wide customer management system.
Business Intelligence (BI) is one of the few sustainable competitive advantages available to banks, insurance companies and capital market organizations. However, research shows the distance between leaders and laggards is large and the journey to better decision making is a complex undertaking. This post examines the research and shares best practices to apply big data for increased profits.
FATCA is the newest compliance burden for financial services companies. However, if considered beyond its compliance mandate, it actually offers an opportunity to apply existing CRM systems and processes to a new challenge, and in the process contribute to some existing strategic objectives such as improving client data quality and growing client relationships.
The Foreign Account Tax Compliance Act is the newest regulatory mandate for most global financial services businesses. In the below FATCA video I share an approach to solve this compliance challenge within a CRM software system. For many financial services firms, this approach may make sense as it creates the customer reporting within the customer system (as opposed to creating the FATCA solution as yet another piecemeal or fragmented system) and further automates FATCA rules, processes and reporting within the KYC and on-boarding processes.