Blog

How Universal Bankers Break the Silo Culture

Posted by Keith Twisdale

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“Silos of expertise.” “Working in silos.” Given how often we use “silo,” most of us should be walking around with hayseeds perpetually stuck in our teeth. For banks and credit unions, however, silos are disappearing fast. Technology and changing customer demands drive financial institutions to address the isolation that lies at the heart of “silo” culture with new solutions. The “universal banker,” also known as a “universal teller,” has emerged in recent years as a critical linchpin to help financial institutions connect a customer’s mobile, online and in-branch banking experience.

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Topics: CRM, Customer Experience

Bank Branding Dos & Don'ts

Posted by Rebecca Key

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Remember how disruptive the first automated teller machines were for banks? Neither do we. Whether we recall it or not, the arrival of ATMs did set off a kind of brand disruption for financial institutions, and point toward a list of branding dos and don’ts that remain relevant today.

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Topics: Customer Experience, Sales & Marketing, CRM

Why a CRM Makes Sense in 2018

Posted by Keith Twisdale

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When it comes to keeping track of current and potential customers, many banks and credit unions have yet to consider a CRM solution. That runs counter to the predicted trajectory of the industry. A PWC report reveals that while 61 percent of bankers consider a customer-centric business model to be very important, less than 20 percent are very prepared for it. Bankers must proactively seek out new tools to build the industry’s more customer-focused business model.

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Topics: CRM, Customer Experience

How to Get Executive Buy-In for a Technology Solution

Posted by Joyce Colin

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Replacing or implementing a technology solution can be a game changer for financial institutions. In many cases, the initial investment in a platform is dwarfed by the gains in productivity, effectiveness, and profitability. But to get there you’ll need budget, resources, and support — which means you’ll need the executive team on your side.

Research shows that one of the top reasons that software implementations fail is due to a lack of executive buy-in. That's because all major organizational changes have to happen from the top down. In this blog, find out how to convince leadership that a new technology solution is worth the investment. Here are a few ways to win executive support:

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Topics: Profitability, CRM, Sales & Marketing

Make It Personal: Growing Your Bank Through Customer Relationships

Posted by Keith Twisdale

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In today’s financial market, growth is your top priority — and your biggest challenge. Often a company’s first instinct is to build more products or offer more services that can generate revenue. However, if those efforts are not born out of serving a real customer need, they will be in vain.

Your customers are searching for financial institutions that don’t just satisfy their product and service needs, but prove that they truly understand them, their personal motivations and needs.  In other words, your customers want to feel known. If you are a community bank or credit union, that is probably one of the major reasons they chose to open an account with you (as opposed to a larger bank) in the first place.

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Topics: Customer Experience, CRM, Sales & Marketing