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| About the authors | ||
| List of contributors | ||
| Foreword from the Industry General Managers of IBM's Financial Services Sector | ||
| Acknowledgements | ||
| Introduction | 1 | |
| Pt. 1 | Where Are We Now in CRM? | 9 |
| Ch. 1 | The state of CRM in financial services in the UK: promise vs reality | 11 |
| Ch. 2 | Uncertain directions in Europe and South Africa | 20 |
| Ch. 3 | Assessing the quality of customer management in financial services | 31 |
| Pt. 2 | Where Are We Now in E-Business? | 57 |
| Ch. 4 | E-business impact on customer management in financial services: an overview | 59 |
| Ch. 5 | The impact of e-business on financial services marketing and marketers | 74 |
| Ch. 6 | 'E-business strategy' or just 'business strategy' | 95 |
| Ch. 7 | Managing marketing in the e-world | 110 |
| Ch. 8 | The implications of e-commerce for strategy: UK case studies | 123 |
| Ch. 9 | Branch and virtual CRM - a Dutch case study: Rabobank | 136 |
| Pt. 3 | Sector Situation | 155 |
| Ch. 10 | The life and pensions industry: the UK situation compared with other countries | 157 |
| Ch. 11 | Trends in insurance CRM | 174 |
| Ch. 12 | The evolution of CRM in banking | 199 |
| Ch. 13 | CRM in investment banking and financial markets | 210 |
| Pt. 4 | Understanding Customers | 225 |
| Ch. 14 | Making the most of your customer base | 227 |
| Ch. 15 | The meaning and measurement of customer retention | 244 |
| Ch. 16 | Business-to-business segmentation in financial services | 261 |
| Pt. 5 | Systems and Data | 269 |
| Ch. 17 | Strategic IT issues in financial services | 271 |
| Ch. 18 | Achieving ROI from e-business systems in financial services | 280 |
| Ch. 19 | Data management - moving from CRM to e-business customer management | 302 |
| Pt. 6 | Risk and Compliance | 319 |
| Ch. 20 | Managing customers in a world of risk | 321 |
| Ch. 21 | Customer service, complaints management and regulatory compliance | 331 |
| Ch. 22 | Data protection | 352 |
| Ch. 23 | Money laundering | 369 |
| Pt. 7 | Channels and Value Chain Issues | 385 |
| Ch. 24 | Managing customers in retail bank branches | 387 |
| Ch. 25 | The impact of e-commerce on UK financial services product providers and their intermediary relationships | 402 |
| Ch. 26 | Deconstructing the value chain: property and casualty insurance servicing | 434 |
| Ch. 27 | Direct insurance | 448 |
| Ch. 28 | CRM partnership between banks and insurers in practice - a case study | 468 |
| Ch. 29 | Managing customers with direct mail | 484 |
| Pt. 8 | Implementation | 509 |
| Ch. 30 | Managing value in e-business | 511 |
| Ch. 31 | Implementing CRM | 527 |
| Ch. 32 | Motivating people to manage customers - through their pay | 556 |
| Pt. 9 | Making the Most of Your (Most Valuable?) Customers | 567 |
| Ch. 33 | Managing wealth? Are you? Really? | 569 |
| Ch. 34 | Bridging the wealth management gap | 575 |
| Ch. 35 | Building the private banking customer experience | 597 |
| Ch. 36 | Managing wealth - a new approach in the UK | 605 |
| Pt. 10 | Strategic Implications | 637 |
| Ch. 37 | Competitive advantage analysis | 639 |
| Ch. 38 | The customer service gap | 656 |
| Ch. 39 | Competing for customers in an era of change | 666 |
| Ch. 40 | Managing change | 678 |
| Index | 695 |
| Price | Condition | Delivery | Seller | Action |
| $99.99 | Digital |
| WonderClub |
Alex Lue
reviewed CRM in Financial Services: A Practical Guide to Making Customer Relationship Management Work on May 14, 2016
CRM in Financial Services: A Practical Guide to Making Customer Relationship Management Work
Aside from my enjoyment of Art Collins' writing style, I appreciate the unique focus of this book on that even start traders have their weak spots and fail at times. It is a great to understand that even the pros do not win consistently and that trading is not about being perfect, but about perseverance and risk management.
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