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The future of neobanks. Does fintech banking have a future? 
Emerging as a compelling alternative to traditional banking, neobanks place a strong emphasis on providing swift banking services, responsive customer support, fair fee structures, and user-friendly financial products.
The future of neobanks. Does fintech banking have a future? 
Emerging as a compelling alternative to traditional banking, neobanks place a strong emphasis on providing swift banking services, responsive customer support, fair fee structures, and user-friendly financial products.
Customer Lifecycle: Approaches and Best Practice for Pre-boarding and Onboarding Customers
The key goal of lifecycle management is to maximize the customer's lifespan with the bank, integrate them into everyday banking services, and increase product penetration, which will enable solving the customer's problems in the long term. In this article, we will discuss the details and practical examples that banks can use in their customer lifecycle management.
Customer Lifecycle: Approaches and Best Practice for Pre-boarding and Onboarding Customers
The key goal of lifecycle management is to maximize the customer's lifespan with the bank, integrate them into everyday banking services, and increase product penetration, which will enable solving the customer's problems in the long term. In this article, we will discuss the details and practical examples that banks can use in their customer lifecycle management.
The Customer Lifecycle: Five Relationship Management Tools 
In this article, we will analyze a new category of processes designed to cultivate customer relationships. These processes seamlessly integrate into sales and service operations, forming a unified approach that facilitates smooth transitions between products throughout the length of the customer's interaction with the bank.
The Customer Lifecycle: Five Relationship Management Tools 
In this article, we will analyze a new category of processes designed to cultivate customer relationships. These processes seamlessly integrate into sales and service operations, forming a unified approach that facilitates smooth transitions between products throughout the length of the customer's interaction with the bank.
Bringing Customer Relationships Back into CRM Implementations
Why did 47% of CRM implementations in the US fail? Michael Ruckman explains why implementing CRM technology without adopting a customer-centric approach is like putting the cart before the horse.
Bringing Customer Relationships Back into CRM Implementations
Why did 47% of CRM implementations in the US fail? Michael Ruckman explains why implementing CRM technology without adopting a customer-centric approach is like putting the cart before the horse.
What Customers Really Want?
Banks have long struggled to adequately match customer expectations. So how can banks give customers what they really want? Michael Ruckman explains how to build and maintain real relationships.
What Customers Really Want?
Banks have long struggled to adequately match customer expectations. So how can banks give customers what they really want? Michael Ruckman explains how to build and maintain real relationships.
Relationship-Centricity through Digitalization
Shannon Quilty explains how fusing the virtual and the physical spheres can enable shopping centers to benefit from digital disruption and engage their customers with enhanced experiences.
What will it take to develop a customer-centric culture?
Michael Ruckman is the founder and President of Senteo. He is also a senior advisor at Efma. He discusses the...
The Crisis Experience
In this paper, written in the wake of the 2008 financial crisis, Michael Ruckman explains why customer-centric business models can and must survive periods of crisis.
The 2012 Customer Experience Index
For any banks interested in customer loyalty, don’t miss the launch of our new market research to measure the quality of customer contacts in the banking Industry in Russia.
The 2012 Customer Experience Index
For any banks interested in customer loyalty, don’t miss the launch of our new market research to measure the quality of customer contacts in the banking Industry in Russia.
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    Are Businesses Stupid When it Comes to Customer Relationships?
    Do businesses lack the intelligence to effectively manage customer relationships? This article explores the various forms of intelligence that businesses must develop in order to better serve this goal.
    The 2020 Customer Experience Culture Index. Influencing Customer Contact Quality in Russia
    For any banks interested in customer loyalty, don't miss the launch of our new market research to measure the quality of customer contacts in the banking Industry in Russia. The 2020 Customer Experience Culture Index
    Leadership in the Digital Age
    Mr. Ruckman gave insights into the changing role of leadership in modern companies, the changes in business models over the last few decades, focusing on what firms should do.
    The 2021 Customer Experience Culture Index
    Don't miss the 2021 CXCI - with 778 visits by mystery shoppers to 82 banks in Russia, Ukraine, and Belarus. Michael Ruckman & Alexey