Customer experience is an increasingly important task for any business, especially in retail banking. 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, Senior Director of Aptean 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.