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ECRM: critical strategies for financial institutions

By Mark Moore

Electronic customer relationship management (ECRM) is not just about implementing the right technology and software. ECRM is a matter of fundamental change, involving the re-engineering of processes throughout every financial institution. ECRM must be developed as an integrated strategy across all distribution channels. The Internet is providing an additional medium to gather information, analyse customer behaviour and develop relationships with customers who are both fulfilling and profitable.

Financial institutions must embrace this Web technology and maximise their customer retention capabilities. ECRM: critical strategies for financial institutions will provide you with the opportunity to assess how you to get the most from your customer relationships, develop lasting customer loyalty and maximise customer lifetime value.

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