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Putting Customer Relationship Management (CRM) to Work in Internet Banking: The Chicken or the Egg?

Published by: TowerGroup

Published: Sep. 5, 2002 - 12 Pages


Table of Contents


  1. Introduction
  2. Background
  3. What FSIs Incorrectly Infer About Online Banking Customers
  4. What FSIs Need to Know About Online Banking Customers
  5. The Role of CRM in Internet Banking
  6. Conclusion






Abstract

Since the dawn of the new millennium, the US banking industry has witnessed the near total crash and burn of Internet-only banks. TowerGroup estimates that the number of Internet-only banks has declined to fewer than 20Sand none of the surviving institutions are of any remarkable size. As yet another early pillar of new economy fades from view, bankers, vendors, and investors should take a hard look at what Internet banking has become and what it is likely to be over the near term. This is particularly important as industry averages for online banking continue to hover at an estimated 25% of the US population.

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