CRM Resurgence in Asia: Which Banks Lead the Charge?

Abstract

This Financial Insights report describes the resurgence of customer relationship management (CRM) in Asian banks. The report identifies eight banks - the Bank of the Philippine Islands, Chinatrust Commercial Bank, DBS Bank, HDFC Bank, HSBC Hong Kong, ICICI Bank, OCBC Bank, and United Overseas Bank - as those that represent the region's leading CRM capabilities.

Michael Araneta, research manager for Financial Insights' Asia/Pacific IT Benchmarking, remarks, "The experiences of the CRM leaders prove that the availability, reliability, and intelligent use of customer data underpins successful CRM programs. Following the charge of these eight customer-centric organizations, banks will intensify their efforts to attain a single customer view of the customer. Initiatives around customer data quality and customer data integration, as well as customer segmentation, modeling, and analytics, will increase accordingly." Araneta continues, "A greater understanding of the customer may just resolve the long-carried problem of justifying CRM investments."