Relationship Management

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 the book Why Loyalty Matters, authors Timothy Keiningham and Lerzan Aksoy use the Ipsos Loyalty study to analyze the business, psychological and social aspects of loyalty.

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.

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.

This book provides a good follow-up to The Ultimate Question (Reichheld, 2006) for better understanding how to apply the NPS (Net Promoter Score) discipline in practice.

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.

Joseph Pine and James Gilmore’s all-time classic is a must read book for anyone interested in the Experience Economy, how it works, and how it adds value.

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.