Insight Report: Best Practice - Ensuring Optimal Customer Service and Relationship Management

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Insight Report: Best Practice - Ensuring Optimal Customer Service and Relationship

Management

Category : Banking & Finance

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Introduction to Report

Launch Date: March 21, 2014

Number of Pages: 60

Geography Coverage: Global

Available Format: PDF

Price For Single User License: USD 3,800

Price For Site License: USD 7,600

Price For Global User License: USD 11,400

Delivery Time: Within 24 Hours (During Working Days)



About the Report

Banks and payment companies have adopted CRM applications to improve customer services and provide suitable products, indicating a positive outlook for successfully understanding customers.



Research Findings

Companies have adopted a number of best practices, including strengthening existing CRM platforms and installing new ones, managing contact center operations effectively, offering customized products and pricing at an individual level, and using online and social networking platforms to address customers’ complaints.



Research Findings Contineus…

Banks and payment companies have adopted CRM applications to improve customer services and provide suitable products, indicating a positive outlook for successfully understanding customers. Companies in the Americas and Europe were early adopters of CRM applications, and are using them as a platform to develop new products.

Overall global spending on CRM applications by retail banks reached US$1.9 billion in 2012, accounting for 14.0% of the overall global spending on CRM. Spending is expected to accelerate further over the forecast period (2013–2017), increasing from US$2.1 billion in 2013 to US$3.0 billion in 2017 at a CAGR of 10.10%.



Report Coverage

1. Executive Summary

2. Customer Service and Relationship Management by Banks and Payment Companies

3. Best Practices in Customer Service and Relationship Management

4. Implementation Strategies and Case Examples

5. Appendix

For more details regarding Report coverage see the last slide




Company Coverage (Partial List)

1. American Express2. Bank of America3. Wells Fargo4. Citibank5. Barclays6. Halifax7. HDFC Bank8. ICICI Bank9. Russian Standard Bank10.Starbucks11.Westpac12.FirstOntario Credit Union13.DNB Bankas

For more details regarding Report coverage see the last slide




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Insight Report: Best Practice - Ensuring Optimal Customer Service and Relationship Management

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