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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.
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 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.
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.
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...
Experiential Innovation for Bankers
Does a good customer experience guarantee a strong customer relationship? This article explains how positive and fulfilling experiences can be utilized to develop mutually beneficial relationships.
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.
Beyond “Products & Services” in Banking
How can banks go beyond products and services? Joseph Pine explains the progression of economic value and why experiences represent a distinct economic offering.
Beyond “Products & Services” in Banking
How can banks go beyond products and services? Joseph Pine explains the progression of economic value and why experiences represent a distinct economic offering.
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    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.
    Brand & Communications: Past, Present and Future
    Ian Newman looks back on several years of rapid change in brand and communications in the Russian market, as well as offering his insights into future developments and trends.
    We Need to Stop Selling Banking Products & Begin to Offer Solutions Instead
    How can banks and other companies generate emotional interest from customers? Find the answer to this question and more in this excellent introduction to the Senteo Methodology.
    Forgotten Baby Boomers
    While businesses have focused on younger segments, Baby Boomers have quietly continued shopping. Shannon Quilty explains how the quality of in-person interaction is the key to winning older customers.