Loyalty

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.

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.

In this book, Robert Rossman and Matthew Duerden provide an excellent introduction to the principles of experience design, drawing on a variety of real life examples.

Author John DiJulius highlights the importance of relationship building. DiJulius is considered a premier authority on world-class Customer service and is the author of three books on Customer experience.

In the book The Experience-Centric Organization: How to Win Through Customer Experience, author Simon Clatworthy provides an in-depth guide of the organizational evolution of experience-centric business models.

In CRM at the Speed of Light, the author seeks to address all the changes that have occurred since the previous edition as a result of technology and social media.

Siggelkow and Terwiesch propose 4 frameworks for transforming episodic interations between customers and businesses into continuous customer relationships, removing many of the issues of traditional business models.

This is a comprehensive book on customer experience, combining a theoretical explanation with extensive information on methodology and tools for implementing a customer experience focus across the company.

This book looks at the customer-centric vs. product-centric organization from the perspective of an organizational design expert. The premise is that the firm must be organized around the customer.