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Bank Systems & Technology January 30, 2008 Maria Bruno-Britz	City National Bank Appoints Rodney Banks VP of Commercial Banking Services Rodney Banks, new executive VP and manager of commercial banking services at Los Angeles-based City National Bank, says customer relationship management solutions are more vital now than ever before.
Bank Systems & Technology February 1, 2007 Duchesneau & Joyner	The Business of Risk Faced with product commoditization, increasing competition and decreasing customer loyalty, banks are being forced to seek new ways to boost revenue and increase customer retention.
Bank Systems & Technology December 1, 2006 Katherine Burger	What an Experience How can banks achieve growth and customer-retention goals when the products and services they offer are highly commoditized?
CRM November 1, 2006	The Pulse: Does Your Contact Center Measure Customer Satisfaction, Customer Loyalty, Neither, or Both? 0%: We only measure customer loyalty... 19%: We only measure customer satisfaction... etc.
Bank Systems & Technology September 27, 2007 Nancy Feig	Customer Satisfaction Is Key to Driving Organic Growth at Banks As banks seek new market segments to target, they're also looking at new ways in which their systems can improve the customer experience to increase share of wallet.
CRM August 2003 Paul Greenberg	Customer Loyalty? Get Over It. Customer Satisfaction? Way To Go. True loyalty is rarely attainable, so set your sights on something within reach: satisfaction.
Bank Systems & Technology February 1, 2007 Kere Lewis	Banks to Explore Channel Optimization In 2007, many banks will explore channel optimization and the alignment of products and services with sales and service delivery channels to balance a positive customer experience with the need to better control costs.
Bank Technology News May 2007 Larry Ponemon	Consumer Privacy: Top Banks Must Guard Against Breach of Faith The good news for banks, according to a study, is that most customers trust them with their personal data. The bad news is that one misstep will cost them dearly.
Bank Systems & Technology January 14, 2004 Cynthia Ramsaran	One Question for: Brian Hartline, Nova Savings Bank How does a community bank compete with regional or national banks?
U.S. Banker March 2008 Anthony Malakian	Would Rewards Help Your Client Feel Better? Bank-marketing firms are trying to spin an upside message, using various rewards programs to rebuild tarnished customer relations.
U.S. Banker September 2001 Louis Hernandez Jr.	The Boom Beneath the Bust: Internet Strategies to Win Banks need to know how to maneuver within cyberspace...
Bank Systems & Technology March 27, 2008 Peggy Bresnick Kendler	The Credit Crisis Has Increased Scrutiny on Trade Finance The global credit crisis has emphasized the importance of cash management while intensifying the spotlight on corporate governance and banks' risk management practices
Bank Systems & Technology February 1, 2007 Ashwin Goyal	Breaking Down Channel Silos While siloed systems are nothing new to most banks, increasing pressure to provide a consistent customer experience across all channels is forcing banks to consolidate their applications infrastructure and integrate previously siloed channels.
Bank Systems & Technology April 28, 2008 Maria Bruno-Britz	Analytics Are Becoming Increasingly Important Tools in Banks' Customer Retention Strategies Predictive analytics tools are helping banks understand customers' behaviors and meet their unique needs with tailored products and services, improving customer retention as a result.
U.S. Banker October 2007 Lee Conrad	How to Give the Love And Finesse the Cross-Selling The newest trend in small-business loyalty relationships may carry the rather bland moniker of "enterprise awards" or "enterprise loyalty," but the terms belie the importance of the one-two punch in perfectly grooming a group for cross-selling.
Bank Systems & Technology November 1, 2005 Deena M. Amato-McCoy	One-Stop Banking By adding collaboration platforms and partnering with other financial service providers, banks are evolving into one-stop financial liaisons that are building customer loyalty.
U.S. Banker November 2005	MMDA: Banks Seen Losing Out to Mutual Funds In today's rising rate environment, money market mutual funds can offer better rates than those of banks, because many banks have been slow to ratchet up their rates, even when the Fed raises the fed funds rate.
Bank Technology News December 2003 Holly Sraeel	Branches Are Back. Is This Banking's Big Break? Identity theft may be grabbing headlines, but most banks are heavily focused on branches, particularly in understanding what types of activities are conducted by customers while there.
Bank Systems & Technology January 1, 2007 Maria Bruno-Britz	Study: Banks Need New Ways to Gauge Customer Payment Preferences A recent study shows behavior models can help financial institutions understand clients better and can improve their competitive position in the payments business..
U.S. Banker October 2001 Neckopulos & Pihl	Challenge: Integrating the Channels Andersen Business Consulting says banks must integrate all delivery channels to be successful...
Bank Technology News December 2005 Lee Conrad	Service-oriented Architecture: First Tennessee Makes A Service Play First Tennessee is among the banks that are using integration and simplification of various core systems to achieve improved relationships and customer service capabilities.
CRM June 2015 Roxana Strohmenger	Taking a Measurable Approach to Customer Experience The ideal experience must deliver for consumers and businesses
CIO January 1, 2002 Edward Prewitt	How to Build Customer Loyalty in an Internet World CRM is not altogether awful. It's just that, too often, the standard CRM practices lead to vexation or worse from customers, not loyalty.
CRM February 1, 2008 Marshall Lager	The Loyalty Riddle Can marketing overcome the customers who talk about you?
CRM October 11, 2010 Ben Martin	The 5 Realities of Customer Retention Here are five things you must do to retain customers and maximize the revenue potential they offer your business in today's increasingly collaborative world.
Bank Systems & Technology March 29, 2006 Maria Bruno-Britz	Sticking With the Tried and True The days when large U.S. banks could sustain their old core systems on the IT version of life support are numbered, according to TowerGroup.
Bank Technology News March 2002 Karen Epper Hoffmann	Online Banking Aligns Practices Now that the initial online flurry has subsided, Web-based banks are looking at ROI potential...
Bank Systems & Technology May 24, 2007 Maria Bruno-Britz	Banks Using Security to Increase Customer Trust and Their Bottom Lines Banks realize that information security can increase client loyalty and lower costs.
Entrepreneur September 2005 Dian Vujovich	Seeing Green When the financial services sector is hot, it can sizzle. This sector includes commercial and community banks, insurance and mutual fund companies, the brokerage business, real estate investment trusts, and anywhere else money can be harvested.
Bank Systems & Technology March 27, 2008 David Conroy	Corporate Clients Increasingly Looking to Banks to Mitigate Trade Finance Risks How can banks pursue growth opportunities in global trade finance in, for example, emerging markets? What technology investments must banks make to meet these new demands?
U.S. Banker August 2006 Lee Conrad	Banks Refocus Staff and Mutual Funds Sales Surge Banks are making a fundamental change in the way they sell mutual funds by streamlining the process and unleashing a bigger, less expensive, sales force.
Bank Systems & Technology March 27, 2008 Sherree DeCovny	Banks Struggle to Cross-Sell Online Recent studies reveal that many financial institutions still fail to fully leverage the online channel to sell and cross-sell products.
Bank Technology News December 2004 Holly Sraeel	Outsourcing Gets a Closer Look. But is It Different? The strategic value of outsourcing has always been the source of some debate in banking. The question is, "Is it different than in years past?" Good question, and the answer depends on the size of institution.
Bank Systems & Technology July 28, 2006 Nancy Feig	The Next Level in Business Intelligence A new philosophy centered around enterprisewide use of BI tools -- coupled with advances in analytics and data management -- is helping banks make better and more-profitable business decisions.
U.S. Banker May 2007 Kenneth Long	Reinventing the Checking Account Banks that haven't reinvented their checking accounts to better serve their customers, thus more firmly sealing them to the institutions, may soon find they have fewer customers about which to worry.
Bank Systems & Technology November 1, 2006 Nancy Feig	Integrating the Channels Financial institutions are juggling numerous channels and the multitude of ways in which they touch customers. Many banks are actively looking to integrate those delivery channels more strategically.
Bank Systems & Technology December 1, 2005 Phil Britt	High Tech, High Touch and High Net Worth As banks attempt to expand their private banking operations to attract high-net-worth customers, they're enhancing their support technologies to provide better customer service, improve profitability, and expand product and service offerings.
Bank Systems & Technology August 31, 2004 Maura K. Ammenheuser	Banks Hear Customers Loud and Clear By leveraging speech technologies, banks are improving customer service and cutting costs.
CRM May 2012 Robert Wollan	Knowing Your Customers in the Digital Age New technologies mean new challenges.
Bank Systems & Technology February 1, 2007 Greg Haislip	'Operationalize' Tech Investments In 2007, the investment in their technology foundation will be under pressure to deliver measurable improvement in customer loyalty, profitability, sustainable regulatory compliance and revenue growth.
CRM January 30, 2015 Michael Hvisdos	The Surprising Key to B2B Customer Loyalty Unless we change internal structures and turn to market strategies that make it easy for our customers to do business with us, we can't expect them to remain loyal.
CRM June 17, 2010 Mark Johnson	The Voice of the Customer in the Community What does it mean for loyalty and engagement?
Bank Technology News November 2007 Glen Fest	Online Authentication: Multifactor Race Nears Finish Line Nearly a year after half of all U.S. institutions missed the deadline to adopt stricter FFIEC guidelines for online authentication, analysts say that banks have finally, and almost universally, put their multifactor and other risk-mitigation layers in place.
Bank Technology News June 2005 Glen Fest	Incentive Pay: Compensating for Good Relationships Banks are incenting salespeople to create new accounts, but some of the funds are merely transferred from CDs closed at the same bank. Products help sort incentive fact from fiction.
Bank Systems & Technology February 10, 2004 Katherine Burger	Consumer Conundrums No matter what the economists posit about logical, predictable behavior, the only thing that is truly predictable is that just when you think you've figured out customer or competitor attitudes and actions, you'll inevitably be thrown a curve.
Bank Systems & Technology August 1, 2007 Nancy Feig	Banking Customers More and More Mistrustful of Financial Institutions It's not just security breaches that are causing consumers to lose faith in their financial institutions. Consumers in general are more demanding, and this attitude spills over into the relationships they have with their banks.
CRM November 23, 2012 Pelin Thorogood	The New Science of Retaining Customers Look to digital analytics to improve buyer loyalty and customer lifetime value.
Bank Technology News April 2001 David Rountree	Customers Blast Service in Exit Poll at Branches A consulting firm recently button-holed U.S. bank customers as they were leaving branches of major institutions on both coasts and the Midwest. The results of the poll are enough to make a marketing executive weep openly...
Bank Systems & Technology February 10, 2004 Jim Eckenrode	The More Things Change... For big banks, retail's over half the pie.
Bank Systems & Technology January 31, 2006 Peggy Bresnick-Kendler	Demographic Trends How are retail banking customer demographics changing? What is the significance of these trends?