Corporate Banking
Scenario
Development of a CRM Route Map, covering CRM Visioning, Architecture, Business Case & Programme Definition.
Situation
Our client, one of the UKs largest corporate banks, wished to:
- Achieve a more consistent view of their customers.
- Understand the value of each customer, now and in the future.
- Retain and make more of the existing customer base.
- Be consistent in dealing with customers across multiple touch points.
- Evolve the best balance between self-service and assisted service: offering the customer the right mix of virtual and non-virtual channels.
Charteris Role
Charteris was engaged to make strategic recommendations
for enhancing the banks existing investment in CRM
processes and technology.
Solution
We worked with our client to develop a CRM Route Map,
based around five areas of leading practice in Customer
Management.