Siebel Financial Services CustomerSiebeRelationship Management for Bankingl客户金融服务 银行客户关系管理研究

《Siebel Financial Services CustomerSiebeRelationship Management for Bankingl客户金融服务 银行客户关系管理研究》由会员上传分享，免费在线阅读，更多相关内容在学术论文-天天文库。

1、AnOracleWhitePaperOctober2010SiebelFinancialServicesCustomerRelationshipManagementforBankingOracleWhitePaper—SiebelFinancialServicesCustomerRelationshipManagementforBankingExecutiveOverviewBanksareinconstantinteractionwithcustomers.Awinningandprovenstrategyfort

2、hebankingindustryistoputyourcustomerinthecenterofyourbusinessmodelandmakeyourcustomerthefocus.Tobuildcustomerloyalty,andultimatelycustomeradvocacy,youmustprovideasuperiorcustomerexperience.Itiscrucialthatyoumakeeveryinteraction—everymomentoftruth—ahigh-qualitye

3、xperienceforthecustomer,whethertheyareconsideringanewserviceorproduct,schedulingaloanappointment,orusingbillpayservice.Atthesametime,youmustalsohandletheseinteractionswithoperationalefficiencytocontrolcostsandmanageproductivity.IntroductionCustomersexpectacohes

4、ivefrontandstrongbranding,regardlessofanysiloedlinesofbusinessorITsystemsthatyourenterprisemayhave.Fromacustomerperspective,theyaredoingbusinesswithonecompany,regardlessofproduct,service,orchannel.Theirlevelofsatisfactionwiththatbankismeasuredbytheaccumulationo

5、ftheirexperiencesacrosscustomertouchpoints.Toactivelyengageyourcustomers,youneedtobewheretheyare,allowingyourcustomerstoefficientlyandsecurelyconnectinperson,online,andbyphone.Therearethreekeywaystoprovideasuperiorexperienceforthecustomerandacost-consciousonefo

6、ryourbusiness:Bewhereyourcustomersare.Allowcustomerstoselecttheirpreferredmethodofinteraction.Providecross-channelsupportviaphone,mobile,e-mail,chat,onlineovertheWeb,andface-to-face.Beavailable24/7.1OracleWhitePaper—SiebelFinancialServicesCustomerRelationshi

7、pManagementforBankingEnsureaconsistentcustomerexperience.Makeeveryinteractionanextensionofthepreviousone.Knowyourcustomerandtheirhistory,andanticipatetheirnextlikelyactivity.Providepersonalized,unified,andconsistentservice,regardlessofthechannel.Gatheraction

8、ableinsighttocontinuallyoptimizethecustomerexperience.Knowwhoyourmostimportantcustomersare.Addressvitalcustomerissuesproactively.Beresponsivetostrengthencustomerloyalty.S