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Banks Evolution to Customer-Driven Sales

MISYS Efma FINANCIAL SOFTWARE Sales or customer focused? Banks evolution to customer-driven sales Banks have varying focus on sales and customer support 25% 23% customer service Sales is primary focus, is primary focus, sales is secondary customer service is second 9% , 2% O customer service is sole focus Customer service and Sales is sales are equally primary focus 47% balanced 48% BANKS think CUSTOMER- CENTRICITY is over used Banks are paying lip service to customer-centric banking? An overused term but under-exploited service. The biggest obstacles to achieve customer-driven sales 39% 26% 16% 11% core 56% systems for those where technology is the biggest obstacle, the top three toughest barriers to optimising sales performance are.. 49% CRM 44% D predictive analytics 圖 Deep dive: the technology issues causing the most pain to the sales team 18% 11% SLOW SLOW SLOW Product and services ranked as the most painful slow time to market ranked as mo st painful inability to create custom made ONE IN FIVE BANKS STILL ONLY PERFORMS 1% OF SALES VIA DIGITAL CHHANNELS The opportunity is significant Banks predict dramatic change in digital effective sales channels The percentage of banks performing more than 10% of sales via digital is predicted to LEAP from 13% today, to 75% in 2018 Methodology 185 Global 30% 65% responses Technology function Business operation function Across retail, corporate and investment banking ARE YOU SALES OR CUSTOMER-FOCUSED? OR BOTH? MISYS Download the full report here Efma FINANCIAL SOFTWARE KBojou ypa operations & regulatory el a a l l a

Banks Evolution to Customer-Driven Sales

shared by stephanieterrett on Apr 30
Sales or customer focused? Banks evolution to customer-driven sales


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