Crm in Financial Services: A Practical Guide to Making Customer Relationship Management Work

Stone, Merlin/ Foss, Bryan

ISBN 10: 0749436964 / ISBN 13: 9780749436964

Published by Kogan Page Ltd, 2002

About this Item

480 pages. 9.75x7.75x1.75 inches. In Stock.

Seller Inventory # zk0749436964

Bibliographic Details

• Title: Crm in Financial Services: A Practical Guide to Making Customer Relationship Management Work
• Publisher: Kogan Page Ltd
• Publication Date: 2002
• Language: English
• ISBN 10: 0749436964
• ISBN 13: 9780749436964
• Binding: Paperback
• Condition: Brand New
• Weight: 1.7 kilograms

About this title

Synopsis

CRM in Financial Services gives a whole host of suggestions as to how companies can improve their CRM and achieve the anticipated return on investment. It shows how to avoid the main problems and challenge some of the conventional wisdom about what is happening in the financial services market.

About the Authors

Bryan Foss is Customer Centricity Solutions Executive within IBM Global Financial Services, currently leading an IBM business providing and integrating application-based CRM solutions for Financial Services companies worldwide. Foss works primarily with key insurance and financial services companies globally, including large and innovative companies, composites and new directs. Prior to his global market management and solution development and delivery role, Bryan was responsible for IBM's business relationship with the Prudential Corporation, worldwide, over a 6-year period. Previous experience in financial services also included a similar period working as IBM's technical management contact with American Express Card and Travel services, supporting all non-US operations.

Merlin Stone is IBM Professor of Relationship Marketing at Bristol Business School, University of the West of England. He is Business Research Leader with IBM's Business Consulting Services and author of over twenty books on marketing & customer service, including Up Close & Personal, CRM @ Work, Successful Customer Relationship Marketing, CRM in Financial Services and The Customer Management Scorecard, all published by Kogan Page.