Bringing Customer Relationships Back into CRM Implementations

Bringing Customer Relationships Back into CRM Implementations

By the late 1990s, many banks understood the shortcomings of the product-centric model and began to consider the transformation needed to become customer-centric. The idea of customer-centricity required a completely new approach to the banking business – product customization, new distribution channels, increased access to bank staff, […]

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Real Loyalty Has No Expiration Date

Interview with Tom Mouhsian, Partner and Managing Director for Eastern Europe. Originally published in Russian on FutureBanking.ru on November 13, 2012 In Russia the banking industry has always been very conservative. Many banks take their roots from the old Soviet banking institutions. Nowadays some of them are […]

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Experiential Innovation for Bankers

Experiential Innovation for Bankers

Experiential Innovation for Bankers By Michael Ruckman Does a Good Customer Experience Guarantee a Strong Customer Relationship?  Unfortunately, it does not!  In fact, the strength of customer relationships depends much more on the consistency of experiences and their correlation with the expectations of the customer.  As well, […]

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The Relationship-Centric Bank

The Relationship-Centric Bank

Learning what your customers really want just might be the key to creating a relationship-centric bank. According to a Gallup survey in 2009, only about half of customers surveyed could strongly agree that their banks performed the sorts of actions that likely would keep customers coming back, […]

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The Operational and Management Dilemma for Russian Bankers

The Operational and Management Dilemma for Russian Bankers

Over its 4000 year history, banking has undergone a set of major transformations. From an early Assyrian merchant lending out money to his neighbor, recording the debt and collecting it himself, to today’s multinational behemoths covering every financing need from an individual’s credit card to a major […]

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Brand and Communications: Past, Present and Future

Brand and Communications: Past, Present and Future

Today when I walk on the streets of Moscow, it feels at times like many other big Western cities, especially as I take in the stores, shops, and restaurants – and specifically the names, branding, and communications. Much has changed over the last decade, and the pace […]

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Beyond “Products & Services” in Banking

Beyond “Products & Services” in Banking

No industry has more commoditized itself over the past three decades than banking. Banks pushed people out of branches to use automatic teller machines in order to reduce personnel costs. They pushed them out of branches – the one physical space where they could actually control the […]

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Helping to Restore the Customer Connection

Helping to Restore the Customer Connection

Helping customers in the wake of the financial crisis. The last few years have not been the best of times for financial institutions as they fought to survive the global credit and liquidity crisis that many believe they created. Inevitably, as these institutions turned inward to get […]

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We Need to Stop Selling Banking Products and Begin to Offer Solutions Instead

Interview with Michael Ruckman, Founder and President of Senteo, Inc. and Tom Mouhsian, Partner and Managing Director for Eastern Europe (Las Vegas, USA). Originally published in Russian on FutureBanking.ru on June 27th, 2012”   Q: What was the purpose of founding Senteo? What unique methodology does it […]

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