Name: 2014 Trends for Customer Relationship Centers in the Banking Sector (Document in Spanish)
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2014 Trends for Customer Relationship Centers in the Banking Sector (Document in Spanish)

Find out how Customer Relationship Centers can become a key element of the business model.

About this publication

Understanding the real needs of consumers and offering a complete solution to their problem, surprising them at every interaction by creating memories that link customers to the brand, demonstrating commitment in difficult moments... are the elements that differentiate customer-oriented companies and CRCs are essential in this process.

Content

Customer Relationship Centers have become a key element of the business model within the companies' strategy, since they represent a very important percentage of the interactions between customer and company. Although customer service has always existed, the channels through which it is managed have been evolving, with telephone or non-presential service in general being the one that has grown the most in recent years.

Content table

Introduction: context and methodology of the Study
Scorecard (CDM): sectoral Vs other sectors

Modular Analysis of a Customer Relationship Center
Multichannel Strategy
Global trends CRC

Publication authors

About

Carlos Molina

VP Customer & Think, blogger y docente en ESIC/ICEMD.

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