CRM Strategies for Financial Services

Mark J

Updated · Jan 31, 2011

Financial services firms often must sort through unique CRM challenges. As companies look to roll out CRM systems, this Search Target report recommends they look for newer-generation CRM systems that can handle both business-to-business (agents) and policyholders.

“Financial services firms are rolling out CRM projects, Harris-Ferrante said, just in the property and casualty division or the life insurance division — all by line of business in relatively isolated projects.

“‘So we find redundancy, and how can you have a single customer view if you’ve got four or five single customer views by line of business?” she said. “We don’t tell clients to stop doing CRM because their legacy policy systems are a mess.’

“Instead, companies need to understand they are working on short-term tactical solutions.”

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