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3 Game-Changing Ways to Use Your CRM for Customer Journey Mapping

Posted by Rebecca Key

 

Customer Journey Map 2

One rising trend in the financial services industry is the use of a journey-driven transformation approach to optimize the digital banking experience. As part of this approach, financial institutions are making a concerted effort to organize around the customer rather than their products.

This means tracking customer buying habits and activity to better understand their needs throughout their journey with your financial institution. With access to this valuable data and analytics, banks and credit unions can have confidence they’ll get in front of the right people at the right time, something that is especially important when it comesto seasonal buying trends in banking.

Consider the following top benefits of using your CRM to map customer buying behavior and guide your sales and marketing strategies. 

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Topics: Sales & Marketing, CRM, Customer Experience

Customer Experience Management: 2019 Financial Marketing Trends [Part 4]

Posted by David Acevedo

 

Bank Customer Service

One common misconception about digital banking is that customers no longer desire in-person bank interactions because they can get everything they need from their phones. However, the opposite is true, as a PwC survey found that 60% of traditional bank primary customers say it’s important to have branches in close proximity.

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Topics: Sales & Marketing, CRM, Customer Experience, Digital Banking

The Importance of System Integration: 2019 Financial Marketing Trends [Part 2]

Posted by David Acevedo

Financial System Integrations

In the second installment of our 2019 Financial Marketing Trends blog series, we want to explore what system integration via open architecture will look like for community banks and credit unions this year and beyond.

The financial industry is currently experiencing a transition from using all-in-one technology to focusing more on third-party partnerships. This means rather than relying on one system for everything, financial institutions are tapping multiple systems for varying functions.

As a result, they require robust system integration built on open APIs. This open architecture allows systems to speak to each other so information can easily flow throughout the bank.

What are the benefits of this approach to system integration in 2019?

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Topics: Sales & Marketing, CRM, Data Analytics

Growing Your Business in the Digital Banking Age

Posted by Joyce Colin

digital-banking-age

The consumer experience, and consumers’ expectations for their experience has changed significantly over the past decade as digital becomes the way of nearly every industry. And, the banking industry is no exception.

Not only are mobile apps a standard for banks of nearly all shapes and sizes, but now digital-only banks have come on the scene, offering customers opportunities to manage their finances entirely online. The convenience of digital-only banking has put pressure on traditional community banks and credit unions to revamp their own digital strategies, so they can attract and retain more customers.

Here’s what you need to know about the current digital banking landscape and how to remain competitive in it.

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Topics: CRM, Digital Banking

How to Choose and Implement the Right CRM

Posted by Rebecca Key

10-minutes-with-David-Acevedo

Customer relationship management (CRM) platforms continue to be a staple in sales and marketing departments across financial institutions. According to the 2018 Guide to Financial Marketing, 54% of organizations have a CRM, and 22% intend to have one within the next 12-18 months.

For those 22% looking to implement a CRM platform, there are a lot of factors that go into making a decision and then actually implementing the system. In a recent interview with St. Meyer and Hubbard, 360 View Senior Vice President and National Sales Director David Acevedo shared his thoughts on how to select and implement the right CRM for your business.

Here’s what he had to say:

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Topics: Sales & Marketing, CRM