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Small Business Customer Relationship Management: There's No Silver Bullet

Published by: TowerGroup

Published: Mar. 24, 2008 - 8 Pages


Table of Contents


Report Coverage

Business Drivers

Exhibit 1 Mapping of Three Top 10 Business Drivers for Wholesale Banking (2008)

Expanded Small Business Customer Relationship Management View

Exhibit 2 360-Degree View of a Small Business Customer (2008)

Exhibit 3 Expanded 360-Degree View of Small Business Customer Relationship (2008)

Integrated Sales, Marketing, and Service

Data Management

Real-Life Small Business CRM Success Stories

Summary

Abstract

For more than 10 years, financial institutions and software providers have been working on banking customer relationship management (CRM) solutions. However, these solutions focus primarily on delivering sales, service, and marketing customer management for retail customers. This TowerGroup Research Note looks at the unique business requirements, industry issues, and technology initiatives driving investment in small business CRM. This Note also highlights technology providers that provide a strong small business CRM foundation and profiles two banks with robust small business CRM applications.

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