eCRM is not just about implementing the right technology and software. eCRM is a matter of fundamental change, involving the re-engineering of processes throughout every financial institution. eCRM must be developed as an integrated strategy across all distribution channels.

The Internet is providing an additional medium to gather information, analyse customer behaviour and develop relationships with customers who are both fulfilling and profitable. Financial institutions must embrace this web technology and maximise their customer retention capabilities.

eCRM: Critical Strategies for Financial Institutions, a new management report, will provide you with the opportunity to assess how you to get the most from your customer relationships, develop lasting customer loyalty and maximise customer lifetime value.

A Practical Guide

eCRM: Critical Strategies for Financial Institutions provides:
• Key information regarding the advantages/disadvantages of eCRM for users and vendors.
• Analysis of the overall market, requirements, process models and market forecasts between 2000 and 2005.
• Case studies of Europe’s top ten performing eCRM vendors and analysis of the leading twenty eCRM companies by global/european revenue.
• Details of both analytical and operational software technology needed to support eCRM.
• Explanations of CRM analytics and high-tech Customer Interaction Centres.

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