• View the Talks
• 39 min
  1. Introduction to financial services marketing

  • Dr. Tina Harrison
• 49 min
  2. Understanding financial services consumers and behavior

  • Dr. Tina Harrison
• 40 min
  3. Customer management in financial services

  • Ms. Liz Machtynger
• 21 min
  4. Switching banks: gone but not forgotten

  • Dr. Ron Garland
• 41 min
  5. Financial services distribution

  • Prof. James Devlin
• 43 min
  6. Internet banking

  • Ms. Kathryn Waite
• 41 min
  7. Product management and product elimination

  • Dr. David Harness
• 29 min
  8. Bundling in banking - strategy to increase profits

  • Mr. Martin Koderisch
• 60 min
  9. Pricing determinants and decisions in financial services

  • Dr. Hooman Estelami
• 33 min
  10. Communicating and promoting financial services

  • Mr. Steve Manton
• 44 min
  11. Protecting the bottom-line in a downturn

  • Dr. Dirk Schmidt-Gallas

Printable Handouts

PDF

Navigable 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

Topics Covered

• 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

Links

Series:

• Financial Services Marketing

Categories:

• Finance, Accounting & Economics
• Marketing & Sales

Talk Citation

Publication History

• Published on October 7, 2008