Baker’s Take Blog
March 28, 2012
From my perspective, CRM is all about collecting and using customer data to sell more products—hopefully relevant ones. Some call this relationship management, but to me a relationship is a two-way street. Read more...
January 17, 2012
The traditional bank marketing approach relies heavily on mass communication through traditional advertising mediums. One-to-many communication doesn’t go far in cultivating advocates. So what does?
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October 11, 2011
Here we go again…introducing more new channels for delivering financial transactions to our existing customers/members—will this just be one more way to check account balances?
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September 19, 2011
For most institutions, balance inquiry is still the #1 transaction for call center agents and it still ranks high as a primary reason for many branch visits. Why is this? Read more...
July 22, 2011
A credit union executive recently asked me a question that I believe a lot of others may be seeking an answer to right now—how do you coach to the “I'm just a teller” attitude? Here are some of my thoughts.
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May 23, 2011
For one teller at a large CU in Texas, it's all of the above...and she's capturing up to 90 leads per week. Read more...
May 4, 2011
It’s time to stop launching global campaigns and instead, fashion personalized offers that are delivered to customers and prospects through your existing channels. Don’t make any more expensive media placements! Enable your frontline staff to... Read more...
July 23, 2010
In the case of Customer Relationship Management (CRM) and Customer Experience Management (CEM) the answer is clear—CEM, or the proverbial chicken. Read more...
May 18, 2010
Customers have come to expect that their financial institution will provide access to their accounts from any and all channel technologies and not just for inquiries, but real-time transactions too. The competitive nature of the financial services industry necessitates that community institutions meet these expectations in the same ways that large multi-national banks do. Read more...
May 4, 2010
Have you ever wondered how many resources your bank is wasting by supporting a hodge podge of customer interaction channels with disparate databases and different application software? And, what kind of experience is this creating for your customers? Consider this. Read more...
