Customer Connectivity – The Key to Staying Competitive and Profitable

Start Date: 6/26/2013 1:00 PM CST

End Date: 6/26/2013 2:00 PM CST

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In today’s highly regulated and competitive landscape, financial institutions realize the value of their existing customers and the need to retain, nurture and grow every customer. Studies have shown that it costs companies significantly more to attract new customers than to invest in services and programs that retain the right existing customers. To boost profitability, banks must know their customers to offer the right set of quality products and services and provide a seamless experience across channel or device to turn their customers into advocates.

Financial institutions are struggling to deal with changing customer behavior and increased dissatisfaction. Competition from new market entrants presents additional challenges as they push the innovation envelope, offer lower fees and provide better customer experiences. Further complicating matters, due to the recent financial crisis, many customers have lost trust in their financial institution and historically high levels of customer loyalty have been eroded.

In this one hour complimentary BAI Banking Strategies Webinar, two experienced financial services industry professionals from Microsoft share their insights on how to stay competitive and profitable. Learn how your bank can build a profitable customer-centric approach to enable higher productivity, increase cross-sell and up-sell opportunities, and provide inspiring customer engagements that help customers reach their goals.

Key Take-Aways

  • Strategies to retain the right customers in volatile markets
  • Ways to better understand and know your customers
  • The impact of social media and mobility on financial services marketing
  • How technology can enable your customer retention and growth strategy

Action Driver: Among other challenges facing banks as they seek to build profitability, many customers have lost trust in their financial institution and historically high levels of customer loyalty have been eroded. Examine how to provide a seamless experience across channel or device and turn your customers into advocates.

    Your Presenters

    Tom Feher

    Financial Services Industry Director, Microsoft Dynamics

    Tom Feher has more than 19 years of experience in financial services sales and technology. He has been with Microsoft for 10 years, and currently is Financial Services Industry director at Microsoft Dynamics CRM, where he is responsible for driving all aspects of business development, including industry strategy, solutions, strategic partnerships, marketing and sales within Banking, Insurance & Capital Markets. Tom spent his first 5 years as a Microsoft Financial Services Enterprise account executive, within Microsoft’s Financial Services Group, assisting banks in achieving their business goals through great software and services.

    Before joining Microsoft, Mr. Feher held positions in retail, emerging technologies, payment services and e-commerce in the banking industry. He has a bachelor’s degree in management information systems from Kent State University.   


    Colleen Healy

    Managing Director, Financial Services, Microsoft

    As General Manager of Microsoft’s Financial Services Group, Colleen Healy is responsible for the national strategy and execution of the company’s $1 billion business in the financial services industry. Healy is dedicated to positioning Microsoft’s customers and partners in the financial services industry for success through the use of technology and innovation.

    Healy’s previous role was head of Microsoft’s Investor Relations team, where Barron’s and IR Magazine named Healy the “Best Investor Relations Officer.” Her experience also includes Corporate Development, executing Microsoft’s investment strategy and acquisition activity. And while Senior Director of Microsoft’s Capital Markets Group, she managed the company’s $10 billion strategic equity portfolio.

    Before joining Microsoft in 1995, Healy was in the Investment Banking Group at Credit Suisse. She is a graduate of the University of Michigan in Ann Arbor. Healy has been recognized by Treasury & Risk Magazine as a Top 40 Finance Professional under 40 years old.