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Customer management in financial services
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Customer management in financial services - play sample talk extract

    SPEAKER(S)

Ms. Liz Machtynger - CEO, Customer Essential, UK

Liz Machtynger is a leading expert in the area of customer management strategy evaluation and development, organizational development for customer management, customer knowledge strategies, customer management program design and implementation, customer data and information systems. She is respected for her enabling and mentoring style of consultancy, which provides her customers with a real edge in the area. Liz has a particularly strong experience in financial services having worked with major insurers, banks and building societies in the development of their customer management programs over the past 10 years.

Talk Online Publication: Oct 2008

TOPICS COVERED IN CUSTOMER MANAGEMENT IN FINANCIAL SERVICES

The changing environment for customers - Market pressures and opportunities - Customer management definition - Drivers of customer management - Delivering successful customer management - Customer management in financial services: progress and challenges - Benchmarks - The future of customer management for financial services

How to cite this talk:
Machtynger, L. (2008), "Customer management in financial services", in Harrison, T. (ed.), Financial Services Marketing: The role and power of marketing in the financial environment, The Marketing & Management Collection, Henry Stewart Talks Ltd, London (online at http://hstalks.com/go)

Direct talk access link:
http://hstalks.com/lib.php?t=HST57.1910_1_2&c=250

    DETAILED SLIDE INDEX

1. Introduction
2. Agenda
3. What do customers really want?
4. Spending money
5. What customers see in the changing world of FS
6. Market pressures
7. Opportunities
8. Customer management definition
9. Customer management
10. Drivers of customer management
11. Delivering successful customer management
12. Customer navigator dimensions
13. Progress and challenges in customer management
14. Measurable improvements in CM performance
15. Customer management benchmarks
16. Any notable examples of good CM?
17. Attitudes to "service"
18. Future trends
19. Future trends for financial services organisations
20. Conclusion
21. Liz Machtynger - mini bio
22. END