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

ISBN-10: 0749436964

ISBN-13: 9780749436964

Edition: 2002

Authors: Merlin Stone, Bryan Foss

List price: $95.00
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This title gives a whole host of suggestions as to how companies can improve their CRM and achieve the anticipated return on investment.
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Book details

List price: $95.00
Copyright year: 2002
Publisher: Kogan Page, Limited
Publication date: 8/28/2002
Binding: Hardcover
Pages: 480
Size: 7.87" wide x 10.12" long x 1.85" tall
Weight: 3.762
Language: English

Bryan is an independent non-executive director (NED) and board level adviser. The majority of his work is in Business-to-Business marketing and sales, including Key Account and partner management, SMB marketing and through-the-value-chain distribution management to employees and consumers. Bryan has a combination of commercial, academic and professional roles including as a B2B Council Member and B2B advisor to the Managing Director of the Institute of Direct Marketing. He also provides retained board level advice to businesses creating innovative marketing and sales services for industry, these are often technology based and provide solutions deployed by large scale B2B organisations. Areas of operation include market research, customer experience management, partner management etc - in particular helping business boards to understand how the B2B customer views their core purpose and the transition efforts required to deliver the required customer experience and business results. Bryan is also a Non-Executive board Director at a major UK government department, an Audit Committee member and Chair of Client Standards (for operations accuracy, complaints and appeals). In addition he has been appointed as external adviser to the CEO and programme board of a 3 year �250m Operational Improvement Programme (OIP) project, which includes substantial staff and process change, also web, contact centre and IT systems improvements. Bryan was previously an IBM worldwide banking board member (board turnover in excess of $45bn pa) and executive working with very large and complex B2B transformation projects especially in US, European, Chinese and Asean companies, where unique and complex sales, service and retention challenges have arisen. Bryan has co-authored six Kogan Page business books with Professor Merlin Stone and others and is recognised globally for his cross-industry work on key account management, customer insight, customer experience management, marketing and sales technologies and board effectiveness. He continues to write regularly for online publications. Bryan's post MBA (City University, London) qualifications include Fellow of the Chartered Institute of Marketing (FCIM), Diploma in Marketing (DipM), Member of the Institute of Direct Marketing (MIDM), Fellow of the British Computer Society (FBCS), Chartered Engineer (C Eng) and Chartered Information & Technology Professional (CITP). In addition Bryan holds the Certified Diploma in Accounting and Finance (CDipAF), is a Freeman of the City of London and Liveryman of the Worshipful Company of Marketors and is studying for the Diploma in Company Direction and as a Chartered Director. Bryan can be contacted at or on 07802 214361, his business website is

About the authors
List of contributors
Foreword from the Industry General Managers of IBM's Financial Services Sector
Where are We Now in CRM?
The state of CRM in financial services in the UK: promise vs reality
Uncertain directions in Europe and South Africa
Assessing the quality of customer management in financial services
Where are We Now in E-business?
E-business impact on customer management in financial services: an overview
The impact of e-business on financial services marketing and marketers
'E-business strategy' or just 'business strategy'
Managing marketing in the e-world
The implications of e-commerce for strategy: UK case studies
Branch and virtual CRM - a Dutch case study: Rabobank
Sector Situation
The life and pensions industry: the UK situation compared with other countries
Trends in insurance CRM
The evolution of CRM in banking
CRM in investment banking and financial markets
Understanding Customers
Making the most of your customer base
The meaning and measurement of customer retention
Business-to-business segmentation in financial services
Systems and Data
Strategic IT issues in financial services
Achieving ROI from e-business systems in financial services
Data management - moving from CRM to e-business customer management
Risk and Compliance
Managing customers in a world of risk
Customer service, complaints management and regulatory compliance
Data protection
Money laundering
Channels and Value Chain Issues
Managing customers in retail bank branches
The impact of e-commerce on UK financial services product providers and their intermediary relationships
Deconstructing the value chain: property and casualty insurance servicing
Direct insurance
CRM partnership between banks and insurers in practice - a case study
Managing customers with direct mail
Managing value in e-business
Implementing CRM
Motivating people to manage customers - through their pay
Making the Most of Your (Most Valuable?) Customers
Managing wealth? Are you? Really?
Bridging the wealth management gap
Building the private banking customer experience
Managing wealth - a new approach in the UK
Strategic Implications
Competitive advantage analysis
The customer service gap
Competing for customers in an era of change
Managing change