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#9. The Secret: Find Ways to Create Value for Your Customers!
If you are not creating value for your customers, the future looks fairly grim. Banks must learn to create value for customers through life events and themed ecosystems of solutions for a life journey. Michael Ruckman and John Berry wrap up their discussion on the effects of Coronavirus on the banking industry and the possibility for banks to be customer-centric.
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Surviving & Thriving with Customer-Centric Banking
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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 is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…
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