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U.S. Banker
October 2001
Neckopulos & Pihl |
Challenge: Integrating the Channels Andersen Business Consulting says banks must integrate all delivery channels to be successful...   |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
Bank Systems & Technology
February 1, 2007
Kere Lewis |
Banks to Explore Channel Optimization In 2007, many banks will explore channel optimization and the alignment of products and services with sales and service delivery channels to balance a positive customer experience with the need to better control costs. |
CRM
February 2014
Robert Wollan |
Surviving and Thriving in a Switching Economy The $1.3 trillion "switching economy" is comprised of dissatisfied customers who are continually looking for new providers that can better address their changing needs. Here are five tips for retaining customers. |
Bank Systems & Technology
December 21, 2009
Melanie Rodier |
Banks To Increase Focus And Budgets On Online Banking in 2010 A new report from Aite Group reveals that executives will increase their budgets for online banking next year. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
Bank Systems & Technology
November 1, 2006
Nancy Feig |
Integrating the Channels Financial institutions are juggling numerous channels and the multitude of ways in which they touch customers. Many banks are actively looking to integrate those delivery channels more strategically. |
CRM
October 26, 2010
Brent Hayward |
It's About Answers Knowledge-based technologies are now essential to the customer experience. |
CRM
June 2012
Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012. |
CRM
May 2015
Robert Wollan |
Tapping the Switching Economy Three tips for keeping customers from straying. |
CRM
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
CRM
November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
CRM
April 1, 2011
Scott Swope |
Social Media Interaction a Challenge for Web 2.0 Sites Too How companies can reap the benefits of social media. |
CRM
August 2011
Chan & Hernandez |
CRM Analytics: Shifting the Balance What's relevant to customers and sustainable for businesses? |
CRM
March 2010
Ian Jacobs |
Combine and Conquer Consolidation can benefit customers and companies alike. |
CRM
November 2015
Leonard Klie |
How Amazon and Salesforce.com Are Shaping Mobile Customer Support Video chat apps such as Amazon's Mayday Button and Salesforce.com's Service SOS lead a new breed of mobile customer service apps |
CRM
August 2014
Leonard Klie |
Brands Deliver Inconsistent Engagements The phone still outperforms other channels for customer service. |
Bank Technology News
December 2009
John Adams |
White-Label PFM's BBVA's White Horse It only took a couple of months for consumers to flock to BBVA's white-label offering of online personal financial management tools - further bolstering the argument for PFM as a major new appendage for online banking. |
CRM
August 1, 2006
Colin Beasty |
Business Problem: Channel Managers Are Struggling to Exchange Customer Info with Their Partner Network Tech Solution: Partner relationship management tools. Usually accessed through a Web portal, PRM software takes costs out of the processes, improves the quality of information flow, and allows measurement and analysis of channel partnerships. |
Bank Systems & Technology
November 3, 2009
Maria Bruno-Britz |
In Channel Projects, Banks Look for Simpler Solutions The new economic conditions are dictating smarter use of resources among banks as they enhance their channels. |
Bank Systems & Technology
January 26, 2010
Penny Crosman |
Online Banking Customers Expect Fast Website Performance, Survey Finds 57% expect bank websites to load in two seconds or less. |
CRM
September 2015
Leonard Klie |
EBay Finds a NICE Way to Save NICE Systems' Interaction Analytics helps eBay Enterprise dramatically cut average handling times |
CRM
April 23, 2015 |
AnswerDash Launches New Web Analytics Features AnswerDash Analytics provide instant insight into Web users' behavior. |
CRM
October 2015
Leonard Klie |
On the Scene -- Customer Service Experience: Explore New Channels, but Invest Wisely Conference speakers urge companies to integrate channels for a seamless customer experience |
Bank Technology News
March 2005
John Adams |
Choice and Consequence The Internet and call center are the branch's remote and, at times, impersonal second cousins, but make them second fiddle at your peril. A customer's descent into automation hell can be the difference between a better relationship and a lost one. |
Bank Technology News
July 2005
Shane Kite |
Service On-line: Even House Calls Are A Retention Play Firms ranging from Citibank to Provident are rolling out bells and whistles to save business on the Internet. One institution is even making visits to set up accounts. |
Bank Technology News
March 2010
Daniel Wolfe |
Channel Surfing When Wells Fargo offered text-message banking services to both online and non-online banking customers in a recent offering, it revealed a major step in distinguishing mobile from Web banking, a goal long discussed and now being put into practice. |
CRM
February 2014
David Myron |
Should You Offer Social Customer Support? More progressive companies are moving beyond the experimentation stage and incorporating solutions that enable them to listen, analyze, and respond to customers on social media. |
CRM
March 9, 2012
Scott Kolman |
The Future of Customer Contact What smart devices mean for the call center industry. |
U.S. Banker
September 2010
Glen Fest |
Miles to Go The online banking evolution is far from over. Banks have a lot of room to improve and a lot of revenue to gain once they do. |
CRM
May 2005
Coreen Bailor |
Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential. |
CRM
May 2014
Robert Wollan |
Turning the Customer Experience Tide The risk and opportunity of promising seamless customer experiences. |
CRM
May 2010
David Rich |
The New Behavior of the Social Customer By integrating social CRM and customer strategy, you can improve your market position with better services, lower operating costs, and higher performance. |
U.S. Banker
February 2011
Jeremy Quittner |
Taking Control in PFM Banks are now calling the shots in online financial management, but they can't get complacent because upstarts are lurking. |
CRM
June 1, 2009
Ian Jacobs |
The New Interaction of Social Media Beyond marketing, the popular tools and techniques can also serve as a channel for support. |
CRM
February 16, 2011
Koa Beck |
Study Finds Lower Churn Despite Decreasing Satisfaction Customers expect more from service providers with expectations being set high by one particular channel. |
CRM
July 25, 2013 |
IBM Releases Digital Experience Software The app makes it easier to create and track digital marketing materials. |
Bank Systems & Technology
July 12, 2010
Penny Crosman |
Mobile Banking Usage Nearly Doubled in Past Year, IDC Says The good news: consumers and banks have made great progress in mobile banking adoption. The bad news: it's hard for banks to make money via mobile. |
PC Magazine
November 28, 2007
Matthew D. Sarrel |
SMB Boot Camp: Give Your Web Site a Human Touch How live chat can help your business. |
Bank Technology News
April 2009
Steve Marlin |
Move Customers, but Don't Herd Them Merging banks need to choose between consolidating online banking platforms immediately, or running them separately for a period of time. |
CRM
September 2013
Leonard Klie |
Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground. |
Bank Systems & Technology
July 9, 2009
Maria Bruno-Britz |
Jibun Bank Takes Direct Banking to the Mobile Phone Japan's Jibun Bank uses the mobile phone as its primary delivery channel. |
Bank Technology News
May 2011
John Adams |
A Strong Cell Banks are ready to offer expanded mobile services, and customers are getting comfortable with the channel. |
Bank Systems & Technology
July 19, 2010
Penny Crosman |
71% of Lenders to Adopt Online Lending Technology, Survey Finds Study also projects that online mortgage-application volume will triple by 2013. |
Bank Technology News
June 2011
Tim Murphy |
App vs. Website For just about any banking need, there's a mobile banking app or a website you can hold in the palm of your hand. The question of the moment is app, website, or both? |
Bank Systems & Technology
August 24, 2006
Phil Britt |
Living in a Multichannel World As banks decide how to allocate approximately $6.5 billion in investments on retail channels this year, they would be wise to look at how customers use those channels, according to Karen Massey, senior research analyst for Financial Insight. |
CRM
March 29, 2013
Bhupendra Gupta |
Look to Customer Experience Data to Solve Business Problems Less consumer effort results in higher satisfaction. |
CRM
March 2011
Robert Wollan |
The Service Provider--Customer Paradox Fewer consumers are switching, but that doesn't mean they are happy. |
HBS Working Knowledge
June 12, 2006
Rangan & Bell |
The Promise of Channel Stewardship Companies need a new strategy for going to market, says Harvard marketing professor V. Kasturi "Kash" Rangan in his new book, Transforming Your Go-to-Market Strategy. |
