Customer experience is an increasingly important task for
any business, especially in retail banking. The sector is still working to
repair its reputation in the wake of the financial crisis. New technology
increases the avenues of engagement and customers are becoming more connected,
more demanding and less forgiving. With new players entering the market, they
are also faced with more choice. Banks need to place customer experience at the
front and center of their operations to make sure their customers remain their
customers, as well as to protect a reputation which can quickly become fragile,
especially when exposed to online communities.
In this whitepaper, Imad Alabed, Aptean’s Senior Director of
Pivotal CRM and Knova, discusses how the right Customer Relationship Management
(CRM) software can be used to drive a better customer experience and maximize
customer ROI. In this challenging and uncertain future, those
institutions which adapt most successfully will have an edge.