CRM Advisory

A bank seeks to improve customer share of wallet and provide a consistent customer experience across retail, commercial and wealth planning divisions. 

Client Challenge

Multiple legacy CRM systems causing silo’s of customer information and no transferring of sales leads throughout the organization.

• Significant opportunity loss of share of wallet growth.
• Poor digital experience resulting from inconsistent capabilities by business unit
• High back office costs to deal with manual and convoluted processes.
• High IT support costs to manage CRM across the organization’s technology stack.

Objectives

• To select an enterprise technology stack that would enable a complete view of customers across business units.
• To reduce IT costs by reducing the application landscape and reducing custom development efforts.
• Maximize customer share of wallet by directing sales leads to other business units on customer interactions.

Approach

• Engagement with leaders and staff across the organization to align vision and desired outcomes.
• Market scan of all CRM technologies in the financial services space
• Develop alignment across leadership and teams on prioritized capabilities for implementation.
• Executive read-out of results, opportunities and key risks.

Results

Delivered a program roadmap that was used by C-suite executives to fund a new enterprise level CRM program.  Key deliverables included:

• Comprehensive business requirements
• A future state capability model with current state gaps
• A recommended solution across all lines of business.
• A program execution plan including phasing, budget and schedule.
• A detailed risk review including risk mitigation actions.