Next week, I'll be flying to London, England, for the Customer Experience Exchange for Financial Services. The Exchange is a meeting of senior executives responsible for the design, development, and delivery of customer service strategies and solutions. Bringing together a range of exclusive experts from the Financial Services industry, this conference provides valuable information on current and future trends in customer experience.
Today, we’re going to take a quick look at scheduling, a fundamental feature of a financial services CRM solution. It’s a necessity, however, many companies only give a few cursory questions about it in most RFPs we see. It’s a mistake to assume that all scheduling is alike.
Siebel was a great product. At least it was when I worked there 10 years ago. But it hasn’t really kept up with the times. What began as an innovative solution to firms’ customer management problems has become outdated. New technology, interaction channels and complex regulatory requirements have changed the way that financial institutions need to operate. What firms need today is modern and flexible technology to keep up with market changes, and CRM specialized for financial services as @kateleggett of Forrester and I discussed in an American Banker webinar last year.
Toronto, my home town, is a great city. The Economist has ranked it as the best city in the world to live in. I’ve lived elsewhere, other Canadian cities and in the USA, but I keep coming back. That said, it’s not often that Toronto plays host to a conference that I would attend. In 2017, however, two such events have already been scheduled.
Last time we spoke about the importance of recognizing value immediately through agile implementation methods. This time we are going to apply that to the domain of computing a lifetime value metric. So what is a customer lifetime value metric – without the algebra please!