Abstract
This Financial Insights study analyzes the evolution of the CRM offering and of the business
needs of banks in the field of customer interaction in Europe. Because customer interaction is
expected to grab increasing attention, it is important to understand what has changed and how the
situation is expected to evolve. This study answers key questions such as:
- How has the CRM offering evolved, and what are the objectives of banks that implement CRM
solutions?
- What should IT vendors take into consideration when targeting this market?
- What are the strengths and weaknesses of packaged and ASP solutions?
According to Angela Vacca, senior research analyst for European IT Opportunity: Financial
Services research, "The European banking sector is expected to pay increasing attention to CRM
software even if banks are still keeping costs under strict control and demanding more
functionality. At the same time, competition among IT vendors is becoming fiercer. Therefore, IT
vendors targeting this business area need to understand what is changing and how the evolutions that
are taking place in the market can affect their position in the competitive arena." | 
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