Life for bank customers no different in developed economies!

Banking

Stuart Lauchlan writes:

A recent release of a study by Datamonitor and Siebel on  CRM at UK banks has no surprises.

  • According to the survey, no UK banks show any visibility into previous customer interactions from related communication channels or made any attempt to cross-sell related banking products during the course of the customer interaction.
  • Some 86 per cent of UK banks fail to capture the customer’s basic contact information for identification or follow-up, while 79 per cent make no attempt to understand the features the customer was interested in before making product recommendations. Over a quarter – 28 per cent – of UK banks fail to respond to customer enquiries.
  • Ironically on the same day that this survey was published, I received my third unsolicited phone call in two weeks from my local branch of Barclays asking if I wanted to discuss new savings options. I declined – as I had done on the two previous occasions and – as I had done on the two previous occasions – asked them not to call again.

Has started me thinking on what can bring about the culture of "active customer management"  amongst employees in such organizations. 

Any ideas?

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