Finance & Insurance
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Payment Strategies
Customer Experience Insights Gleaned from Watching the U.S. Banking Industry
by Patricia SeyboldBank of America has developed a good governance model to tackle a difficult strategic problem that crosses organizational boundaries and product line boundaries. Here's a brief look at how BofA has organized to develop an integrated payments strategy. -
American Express Comes Through for a Member in Need
Solving a Problem Leads to an Easy Up-Sell
by Ronni MarshakWhen a customer is in crisis, solving the problem on the spot makes the sale! -
Communicator Inc Supports Gated Inter-Enterprise Financial Communities:
Built on Content Syndication, Distributed Permissioning, and a New Instant Messaging Offering
by David MarshakCommunicator Inc has created a platform for supporting multi-enterprise communities that addresses these communities’ key requirements. -
Empire Blue Cross and Blue Shield Delivers Customer-Centric Services over the Web
Using E-Business Portals to Transform Relationships with Members, Physicians, Brokers, and Employers
by Geoffrey BockEmpire Blue Cross and Blue Shield has now introduced four customer-focused self-service portals, targeting the needs of members, physicians, brokers, and employers. -
Standard Life
Creating the Infrastructure to Take Advantage of Changing Business Conditions
by David MarshakStandard Life of the UK has migrated to a standards-based hub-and-spoke architecture which enables the company to quickly provide new e-business applications for its agents and customers. -
The Customer Revolution
How to Thrive When Customers Are in Control
by Patricia SeyboldIn The Customer Revolution, the essential truths of business today are identified: “The Internet economy is the customer economy, and the fundamental source of value in the new customer economy is customers.” In the customer economy, the depth of your customer relationships is directly proportional to the value of your business. Attracting and retaining customers will be the core competencies of successful firms. Companies will be increasingly valued based on how they build relationships with their customers and on those customers' long-term value to the company. -
Bankers Trust Australia Extends Its Marketing Reach
The Firm Develops a Campaign Management Application Using Data Warehouse Tools and Technologies
by Wayne EckersonNo Description Available
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