Not sure if you have a BAI Account?
Subscribing gives you free access to hundreds of articles and other benefits including new issue email alerts. Already registered with BAI? Click here to log in and subscribe. Not sure if you have a BAI Account? Click here to find out. Otherwise, create a BAI Account below to subscribe.
Search all current and archived content by date, category, author, and other criteria.
To improve both collections efforts and customer service, banks should integrate the two functions.
Customer segmentation can drive value for online as well as offline customers.
With CRM, banks should start small, with discrete customer segments and their best salespeople, then learn from the results
Differentiating service is consistent with being customer-centric.
Playing to the distinct needs of major customer segments may offer the best hope to minimize commodity competition.
Consumers generally resist the concept of one-stop shopping for financial services, but segmentation strategies can identify and serve the select clients who are receptive.