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The key goal of lifecycle management is to maximize the customer's lifespan with the bank, integrate them into everyday banking services, and increase product penetration, which will enable solving the customer's problems in the long term. In this article, we will discuss the details and practical examples that banks can use in their customer lifecycle management.
The key goal of lifecycle management is to maximize the customer's lifespan with the bank, integrate them into everyday banking services, and increase product penetration, which will enable solving the customer's problems in the long term. In this article, we will discuss the details and practical examples that banks can use in their customer lifecycle management.
In this article, we will analyze a new category of processes designed to cultivate customer relationships. These processes seamlessly integrate into sales and service operations, forming a unified approach that facilitates smooth transitions between products throughout the length of the customer's interaction with the bank.
In this article, we will analyze a new category of processes designed to cultivate customer relationships. These processes seamlessly integrate into sales and service operations, forming a unified approach that facilitates smooth transitions between products throughout the length of the customer's interaction with the bank.
In this paper, written in the wake of the 2008 financial crisis, Michael Ruckman explains why customer-centric business models can and must survive periods of crisis.
In this paper, written in the wake of the 2008 financial crisis, Michael Ruckman explains why customer-centric business models can and must survive periods of crisis.
Why did 47% of CRM implementations in the US fail? Michael Ruckman explains why implementing CRM technology without adopting a customer-centric approach is like putting the cart before the horse.
Why did 47% of CRM implementations in the US fail? Michael Ruckman explains why implementing CRM technology without adopting a customer-centric approach is like putting the cart before the horse.
Banks have long struggled to adequately match customer expectations. So how can banks give customers what they really want? Michael Ruckman explains how to build and maintain real relationships.
Banks have long struggled to adequately match customer expectations. So how can banks give customers what they really want? Michael Ruckman explains how to build and maintain real relationships.
Shannon Quilty explains how fusing the virtual and the physical spheres can enable shopping centers to benefit from digital disruption and engage their customers with enhanced experiences.
Michael Ruckman is the founder and President of Senteo. He is also a senior advisor at Efma. He discusses the...
How can banks and other companies generate emotional interest from customers? Find the answer to this question and more in this excellent introduction to the Senteo Methodology.
How can banks go beyond products and services? Joseph Pine explains the progression of economic value and why experiences represent a distinct economic offering.
How can banks go beyond products and services? Joseph Pine explains the progression of economic value and why experiences represent a distinct economic offering.
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In light of a global trend towards digitalization and online services, Tom Mouhsian explains why physical bank branches are far from an anachronism in a digital world. Explains Why Real Loyalty Has No Expiration Date
Ian Newman looks back on several years of rapid change in brand and communications in the Russian market, as well as offering his insights into future developments and trends.
What major trends will impact customer experiences in the next 3-5 years? In the article Michael Ruckman discusses the strengths and limitations of technology in improving customer experiences.
While businesses have focused on younger segments, Baby Boomers have quietly continued shopping. Shannon Quilty explains how the quality of in-person interaction is the key to winning older customers.