CRM
TMCnet.com
May 04, 2007
::: Deluxe F.S. & Commerce Bank Expands CRM for Customers :::
The Deluxe Financial Services and Commerce Bank which has branches across Missouri, Illinois, Kansas and Oklahoma, will deploy anti-fraud and CRM tools. Community banking institutions are looking at CRM but mainly at the technology aspect; banks still need to develop their understanding of CRM in terms of improving the customer experience.
A bank that makes use of CRM technology to measure the average number of customer contacts and average calls per agent hour will surely benefit from such internal measurements in terms of improved efficiency but does not really gain much in terms of information regarding customer experiences and perceptions.
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