Friday Feb 01, 2013

Financial Services Customer Experience

 

“In the aftermath of the financial crisis, retail banks around the globe are struggling to make a positive impression on customers. Differentiating on price and product innovation is becoming increasingly difficult, and firms face the added complications of changing customer preferences and increasingly stringent regulations.” This is per The World Retail Banking Report 2011 – published by European Financial Management and Marketing Association (EFMA), the Italian bank UniCredit and Capgemini.  The report stated that “delivering a positive customer experience is one of the few levers banks can use to stand out in today's market.” Other approaches that banks have relied on in the past to differentiate themselves – low prices and innovative products in particular – are losing their ability to provide an edge.

When new delivery channels were created to complement branches – first ATMs, then telephone banking, online banking, self-service kiosks and mobile banking – many believed that branches were in terminal decline around the world. Four or five years ago that decline was largely halted, and in many cases reversed, as banks realized the value of face-to-face contact and a high profile brand presence. Today, the typical delivery model is cross-channel. All channels are valued, and used as part of an integrated distribution strategy.

Even though customers regard quality of service as the most important aspect of their banking experience, they also value relevant, competitively priced and innovative products, and effective delivery channels. The challenge for banks, therefore, is to keep abreast of developments in these two areas.  Learn more.

Get the latest insights from customers and consumer research:

Interested in building lifelong loyalty with an exceptional experience for financial services, Click now.

Thursday Jun 21, 2012

Banco Espírito Santo Increases Sales Campaign Success Rate with Siebel CRM

Banco Espírito Santo (BES), founded in 1869, is the second-largest private financial institution in Portugal with a 20.3% domestic market share, 2.1 million customers, and more than 700 in-country branches. It also has a strong international presence with operations in 23 countries and four continents.

With strong growth in its major markets, BES needed a modern, cost-effective, scalable, and reliable customer relationship management (CRM) solution for its retail operations. The bank wanted to optimize client relationship management and integrate all customer touch points and service channels to improve the success of its sales and marketing initiatives.

BES implemented the same CRM solution as many other leading banks: Oracle's Siebel CRM.

With Siebel CRM 8.1 and other Oracle solutions, BES significantly increased sales of its new financial products across all channels by up to 25%, and it expects to increase annual revenue by up US$4 million annually. It also improved the success rate of bank branch sales, marketing, and lead generation campaigns by nearly 10%.

“We are very happy with Oracle’s Siebel CRM applications. We already knew that this was the best solution available, but it has surpassed our best expectations,” said João Manaças, Customer Relationship Management Manager, Personal Marketing Department, Banco Espírito Santo.

Click here to learn more about BES's use of Siebel CRM.

Thursday Sep 08, 2011

Support Customer-Centric Financial Services with Oracle CRM

 

Banking mega-trends related to customer centricity include customer experience management, social influence and cross channel treatment strategies.  At the same time business objectives of profitability, growth and brand are not always aligned with customer desires around service, value and insight.

Watch this short video on Oracle’s latest CRM Innovations for Financial Services that help align these objectives and enable a customer-centric strategy. Includes a short preview demo by Oracle expert Sandra Sanvido of CRM Product Management for Financial Services.

Read the TowerGroup white paper on “Evolving CRM: What’s The Next Best Action?” and watch the supporting webcast. Learn more about Oracle’s offerings for Banking.

Tuesday May 24, 2011

Live Webcast - Customer Treatment Strategies for Banking

Complimentary Webinar Wednesday, May 25th | 12:00PM Eastern

As the world recovers from the global financial crisis, the banking industry is faced with many challenges: rebuilding their reputation, new regulations, and retooling for growth mode. Banks need to be making the investments necessary to delight their customers, earn their trust, and win back business.

Join this live webcast with the Tower Group's Jim Eckenrode and Oracle's Dave Wright. They will offer perspective and insights into the current banking environment and provide practical steps banks should take now to create a continual feedback loop known as the Customer Treatment Engine. Attendees will receive the Tower Group White Paper: "Evolving Customer Relationship Management: What's the Next Best Action?" Register here 

Tuesday May 10, 2011

Banking Webcast - Customer Treatment Execution - Making the most of each interaction

Live webcast with the Tower Group's Jim Eckenrode and Oracle's Dave Wright. They will offer perspective and insights into the current banking environment and provide practical steps banks should take now to create a continual feedback loop known as the Customer Treatment Engine.

Attendees will receive theTower Group White Paper: "Evolving Customer Relationship Management: What's the Next Best Action?" Register Now. 

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