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Arthur O'Connor

CRM Comes to Wall Street, Part 2

In part one, we covered the widespread shift in investor psychology driving the wealth management trend. In this installment, we’ll continue the discussion, focusing on some of the structural changes affecting the securities industry. Structural Changes in the Industry In…

CRM Comes to Wall Street, Part 1

Wealth management is a trend sweeping the securities industry. Readers of this column would call it something else: CRM for investment firms. That’s what wealth management strategies are. They enable financial planners and stock brokers to develop deeper and more…

Prognostication Scorecard, Part 1

When I started writing this column a mere 18 months (but seemingly a million years) ago, I cited some key industry trends and made five projections. Given the vast changes in our environment — social, economic, technical, political, and cultural…

Prognostication Scorecard, Part 1

When I started writing this column a mere 18 months (but seemingly a million years) ago, I cited some key industry trends and made five projections. Given the vast changes in our environment — social, economic, technical, political, and cultural…

Please Don’t Shoot the Customer, Part 3

This is the final installment of a three-part series on customer profitability management. To recap part one, though many businesses see changing customer mix as the key to improving profitability — attracting big accounts and shunning smaller clients — smarter…

Trading Places, Part 3

This is the final installment of a three-part series on what CRM is quickly evolving into: EAI and business process management (BPM). In parts one and two we examined the overall trend and discussed EAI. In this column, we’ll look…