Abstract
This Financial Insights report examines key results from recent interviews and
surveys of senior bank and credit union executives on the reemergence of CRM
initiatives in the United States banking industry and profiles banks that have
achieved recognition for customer satisfaction. Christine Pratt, research
director for Consumer Banking and Credit, said, "Indications are that there is
a new urgency to make greater strides that has little to do with customer
delight or building relationships but instead is all about organic growth and
the challenges posed by a lackluster economy."
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