Newgen Brown Bag Club – Sharing P2P Information
Information sharing is a process through which team members collectively utilize their available informational knowledge/resources and make it available to their peers for a mutual learning experience. With the ever increasing demands to fulfilling business needs it becomes extremely important to stay ready and face any business challenge with relative ease. The situation gave us an [...]
Webinar Recap: Better Customer Experience Demands Smarter Communication
Newgen hosted a webinar ‘Better Customer Experience Demands Smarter Communication’, on February 01, 2011, to discuss current trends and best practices in Customer Communication Management. Craig Le Clair, leading international expert in Customer Communication Management (CCM), of independent research firm, Forrester Inc, kicked off the presentation by explaining to the participants, how an integrated Customer [...]
Customer Communication Management (CCM) – Bridging the divide between the customer and the banker
The world over, Banks and Financial institutions are facing a tough economic climate. It is only natural that they are looking for ways to increase their business and without the burden of incurring costs. There is a need to be more innovative and Banks and FIs today realize that it is critical to effectively communicate [...]
Co-Create Products and Services with Customers Using a Robust CCM Solution
Today’s customer is more informed than ever – and more astute in making purchase decisions. Effective customer communication can act as a catalyst for companies to create greater organizational efficiency while optimizing the profit potential of every touch point with the customer. Businesses need to realize the importance of customers’ data as a reflection of [...]
Understanding the Basics of Customer Communication Management
With an explosion in new communication channels, businesses are faced with the challenge of ensuring clarity and consistency across all customer communications. The very definition of “customer communication” has expanded manifolds to include everything from billing to direct mail marketing to e-marketing to electronic bill presentment and so on. Banks and Financial Institutions have always [...]
From Customer Churn to Customer Advocacy
- 08.18.10
- Customer Communication Management, bank statement, banks, CCM, CCMS, cross channel communication, customer communication, Customer Communication Management, Customer Experience, customer satisfaction, e-statement, Electronic Statements, newgen, Output Management, personalized statements, US Banking
- 2 Comments
Going by the J.D. Power and Associates 2010 U.S. Retail Banking Satisfaction Study the overall satisfaction of retail banking customers has decreased for a fourth consecutive year, to 748 on 1,000-point scale. The research has drawn a direct correlation between customer satisfaction and customer loyalty. As the US retail banking industry struggles to adjust to [...]
EMEA Banking Industry – Consumer Mistrust Calls for Enhanced Customer Experience
- 08.12.10
- Customer Communication Management, Bill Distribution, Bill presentment, Bill Printing, cross-selling, Customer Communication Management, Customer Delight, Customer Experience, Electronic Statements, Output Management, Transactional Content Movement, Transpromotional Content Management, Up-selling
- 3 Comments
Regardless of the diverse risk profiles of individual banks and measures taken by regulators and governments in different countries to support their banking systems, banks across the EMEA (Europe, the Middle East and Africa) region are faced with the challenge of combating consumer mistrust, a major consequence of the economic recession and credit market crisis [...]
Are APAC banks ready to embrace effective Customer Communication Management to capture customer interest?
A study (Source: Prentice Hall, Leading on the Edge of Chaos, by Emmett C. Murphy and Mark A. Murphy) suggests that a 2 percent increase in customer retention has the same effect on profits as cutting costs by 10 percent. Recently banks in the Asia Pacific (APAC) have been on a spree to accelerate branch [...]
