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Reuters Business Insights - CRM Strategies In Financial Services October 2004

Reuters Business Insights - CRM Strategies In Financial Services October 2004

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F I N A N C E CUSTOMER RELATIONSHIP MANAGEMENT STRATEGIES IN FINANCIAL SERVICES Achieving high performance and profiting from innovations in CRM By Sarah Dougan
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ii Sarah Dougan Sarah Dougan is the Chief Examiner for Customer Relationship Management with the Chartered Institute of Bankers in Scotland. She is a Lecturer in Marketing at the University of Paisley and a member of the International Institute of Research where she has presented a number of papers on Financial Services marketing. Her consultancy interests cover the Marketing of Services, Customer Care, Marketing Implementation, Project Management, New Product Development and the creation and delivery of e- learning systems. She can be contacted at: [email protected] Copyright © 2004 Business Insights Ltd This Management Report is published by Business Insights Ltd. All rights reserved. Reproduction or redistribution of this Management Report in any form for any purpose is expressly prohibited without the prior consent of Business Insights Ltd. The views expressed in this Management Report are those of the publisher, not of Business Insights. Business Insights Ltd accepts no liability for the accuracy or completeness of the information, advice or comment contained in this Management Report nor for any actions taken in reliance thereon. While information, advice or comment is believed to be correct at the time of publication, no responsibility can be accepted by Business Insights Ltd for its completeness or accuracy. Printed and bound in Great Britain by MBA Group Limited, MBA House, Garman Road, London N17 0HW. www.mba-group.com
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