IBM Software Group Presentation Template

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Customer Centricity Plays a Major Role in Top Business Drivers, Strategic Responses and Tech Priorities for Banking in 2008 8 © 2008 <strong>IBM</strong> Corporation
Customer Centricity Imperatives Demand an Enterprise Approach 9 Business Area Imperatives Objective Marketing, Sales, Customer Service & Compliance •Enable a valued customer experience in order to create customer advocates •Develop a single view of the customer relationship and deliver targeted relevant offerings •Turn service issues into sales opportunities to maximize cross-sell opportunities •Deliver consistent service across all channels to capture sales opportunities and reduce customer attrition Be customer centered to grow profitable revenue Product and Operations •Respond to new business models and opportunity •Differentiate offerings in the marketplace •Achieve optimal cost/income ratios •Simplify operational environment Gain competitiveness via continuously improved efficiency © 2008 <strong>IBM</strong> Corporation
Page 1 and 2: The Customer Centricity Imperative:
Page 3 and 4: 3 Industry Trends and Challenges Tr
Page 5 and 6: 5 The Empowered Customer There is a
Page 7: 7 What The Industry Is Saying “Ou
Page 11 and 12: Common Landscape in Financial Servi
Page 13 and 14: Why Many Customer Initiatives Fail
Page 15 and 16: Four Building Blocks of Customer Ca
Page 17 and 18: Effective Customer Care and Insight
Page 19 and 20: 19 Top 10 WW Bank Achieves Efficien
Page 21 and 22: IBM Banking Customer Care and Insig
Page 23: 23 Questions For more information c

IBM Software Group Presentation Template

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