CRM Buyer Talkback

Re: Meltdown to Breakout: Financial Services Overhaul Customer Service
Posted by: Vincent Deschamps 2008-05-05 13:08:38

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Who would have thought the meltdown in financial services could fuel the overhaul of the industry's customer service departments? Actually, it's just one of several factors driving companies to put customer service initiatives on the fast track in pursuit of compelling business advantage. The subprime mortgage crisis is changing the face of many financial services organizations, where stock prices are dropping and competitive pressures are surging. For these companies, customer service improvements hold the promise of competitive differentiation and customer retention.

CRM as a hosted application
Posted by: JackHarr 2008-05-05 13:19:26 In reply to: Vincent Deschamps

The inherent value of hosted CRM applications is finally becoming obvious to financial services providers! The "hard" value of an inbound customer contact attempt is incalculable. Who is more valuable than someone looking to communicate with you about your product or service? More importantly, perhaps, what source of contacts is more "seeded" with revenue?