CRM for Financial Services: An Overview

by Isabella Fonseca, August 19, 2002

Abstract

 

Boston, MA, USA Milan, Italy August 19, 2002

In a new report, Celent examines the CRM market and predicts that the top 100 banks will spend approximately US$2.2 billion on CRM technology by end of 2002. We expect this spending to grow to US$3.5 billion by 2005, accounting for a healthy compounded annual growth rate of 17 percent.

Despite the number of CRM solutions available and the money spent on these technologies, banks and securities firms fail to make good use of customer information to maximize profitability and ensure customer satisfaction. Our research indicates that only a handful of financial institutions have an enterprise CRM strategy in place.

According to

Isabella Fonseca, author of the report," Banks and securities firms are concentrating their CRM efforts on back-office and decision support systems. We find many CRM technology silos do not take into account the various departments at banks and securities firms. In addition, there is a lack of integration between front-end systems in direct contact with the consumer and the back end. The result is disconnected CRM implementations, with no uniform view of the customer痴 holdings and interactions across the institution痴 business lines."

Fritz McCormick

, co-author of the report, states, "CRM for the institutional side of the financial services business lags behind its cousins on the retail side. Depressed marketplaces are making it difficult for new technologies to prove themselves. However, with the recent mergers and acquisitions, the need to provide effective Internet selling tools has increased. We find most of the spending to be on the business operations side for securities firms."

This report is a guide for banks, securities firms, and technology providers to understand the current state of the CRM market and recommends the technologies that support a good CRM strategy.

A is available online.

 

of Celent Communications' Retail & Wholesale Banking, Retail & Institutional Securities & Investments  research services can download the report electronically by clicking on the icon to the left.

 

        

Send mail to info@celent.com with questions or comments about this Web site.

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned subsidiary of Marsh & McLennan Companies [NYSE: MMC].

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Michele Pace
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Table of Contents

 

  Boston, MA, USA Milan, Italy August 19, 2002

Return to report Abstract

 

EXECUTIVE SUMMARY 3
INTRODUCTION 4
DEFINING THE MARKET 7
THE ROLE OF CRM IN RETAIL FINANCIAL SERVICES 11
  Introduction 11
  Advantages 12
  Challenges 13
THE ROLE OF CRM IN WHOLESALE FINANCIAL SERVICES 15
  Introduction 15
  Inherent Problems 16
  Potential Benefits 17
  Integration 18
GLOBAL MARKET PROJECTIONS 20
  Market Penetration and Projection Growth in Technology Adoption 20
  Channel Adoption 21
  Cost of Technology Implementation 22
SUCCESSFUL STRATEGIES 27
FUTURE OUTLOOK 29

 

        

 

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