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1. Introduction to financial services marketing
- Dr. Tina Harrison
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2. Understanding financial services consumers and behavior
- Dr. Tina Harrison
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3. Customer management in financial services
- Ms. Liz Machtynger
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4. Switching banks: gone but not forgotten
- Dr. Ron Garland
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5. Financial services distribution
- Prof. James Devlin
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6. Internet banking
- Ms. Kathryn Waite
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7. Product management and product elimination
- Dr. David Harness
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8. Bundling in banking - strategy to increase profits
- Mr. Martin Koderisch
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9. Pricing determinants and decisions in financial services
- Dr. Hooman Estelami
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10. Communicating and promoting financial services
- Mr. Steve Manton
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11. Protecting the bottom-line in a downturn
- Dr. Dirk Schmidt-Gallas
Printable Handouts
Navigable Slide Index
- Introduction
- Agenda
- What do customers really want?
- Spending money
- What customers see in the changing world of FS
- Market pressures
- Opportunities
- Customer management definition
- Customer management
- Drivers of customer management
- Delivering successful customer management
- Customer navigator dimensions
- Progress and challenges in customer management
- Measurable improvements in CM performance
- Customer management benchmarks
- Any notable examples of good CM?
- Attitudes to "service"
- Future trends
- Future trends for financial services organisations
- Conclusion
- 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:
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Talk Citation
Machtynger, L. (2008, October 7). Customer management in financial services [Video file]. In The Business & Management Collection, Henry Stewart Talks. Retrieved March 21, 2025, from https://doi.org/10.69645/YSNZ5014.Export Citation (RIS)
Publication History
- Published on October 7, 2008