Articles

Ideas and tools for gaining a competitive advantage

  • 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...
  • Real Loyalty Has No Expiration Date 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...
  • 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...
  • 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...
  • The Operational and Management Dilemma 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...
  • Crossroads 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...
  • 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...
  • 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...
  • We Need to Stop Selling Banking Products and Begin to Offer Solutions Instead 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”...
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