September Customer Intelligence Group Recap - "Why Improved Customer Knowledge is Critical for Financial Services Companies"

On Wednesday, September 14, PNT and our partner Neolane hosted the sixth Customer Intelligence Group event for marketing executives, database marketers, and Customer Intelligence professionals at NYC's Harvard Club.

Our topic, "Why Improved Customer Knowledge is Now Critical for Financial Services Companies," reviewed why retail financial services businesses, and banks in particular, can no longer count on product-centric strategies---based on high volumes at low margins---to drive revenue growth.

This session featured a noted author and speaker on topics such as strategy, competition, and best practices in U.S. financial services companies, Mary Beth Sullivan, Managing Partner, Capital Performance Group (CPG). Mary Beth discussed why financial services line of business and marketing leadership must diversify their balance sheets, build new revenue streams, and create sustainable business models to succeed in today's economy. Financial Services businesses must also take the first step by renewing their focus on customer relationships and lifetime customer value, which offers greater insight into individual customer transactions, behaviors, price sensitivities, risk profiles, and purchase motivations.

Mary Beth concluded that while banks face a long, tough road and may find it very difficult to adapt, those that create and maintain meaningful customer relationships driven by an understanding of customer needs based on true, two-way customer intelligence will ultimately succeed.

If you are interested in a copy of Mary Beth's presentation, have a question on the material or want more information on the Customer Intelligence Group, please email us. We will get back to you right away.

You can also add your thoughts and perspectives on PNT's Customer Intelligence Blog.

The Customer Intelligence Group is an expert forum and networking event that gathers participants representing industries from financial services to real estate to retail to discuss successful Customer Intelligence strategies and what makes—or breaks!—efforts to create positive bottom-line impact.

TESTIMONIALS

"PNT performs consistently, with a strong understanding of preferences and needs. They have the experience to use existing information well, with little additional training or supervision."

- Vice President, Major Global Bank

"PNT forced our development team to engage in rethinking of both its entire business process and its perspective on the customer. I firmly believe that without PNT's help in recognizing the critical need to make systems development a part of the process, the project would not have been as successful as it was."

- Vice President, Major Brokerage

Two More Words on Client Retention

2011-06-23

For the past couple of months, PNT�s �Industry News� has focused on client retention.

Make Every Staff Member a Marketing Ambassador

2011-06-16

No matter what the business or how diversified its products and services, all employees need to act collectively toward the common goal of meeting customer needs and ultimately boosting profitability.

Customer Acquisition and Client Retention: New Banking Regulations Bring Challenges and Opportunity

2011-06-16

Banks face customer exodus! The era of free checking is over! Debit Card interchange revenue to be slashed! New ATM charges loom!

These are among the headlines, somewhat sensationalized, being written about regulatory changes enacted as a part of the recent batch of financial reforms.

Bank Call Centers the Bedrock of Client Service: Retaining Clients One Call at a Time

2011-06-16

When TD Bank designed a new call center in Maine it emphasized a commitment to customer service by installing a 9-ton boulder amid the 60,000-square feet of office space.
More News