Financial Services--Stocking the Customer Experience
Although the financial services (FS) industry was one of the early CRM-adopter verticals, it's not hard to understand why some FS companies continue to fight to create and maintain loyal customer relationships. Competing for customers in a crowded market of heightened fraud, M&A, compliance, and lean margins is just one of the issues these institutions deal with. And frankly, for some FS companies CRM means more emphasis on boosting the amount of customer transactions than on delivering a consistent multichannel customer experience as a competitive differentiator. Not all FS firms fit into this category, but some of those that do are waking up.
