ngc financial services 23 07 13
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Next Generation CRM, Financial Services - 23 07 13TRANSCRIPT
Next Generation CRM23rd July 2013
WELCOME
@tquiladotcom
wifi: Tquila Guest | password: tquila12
John GodfreyMD Financial Services Practice
Tquila are the leading Salesforce.com Platinum Partner
Tusmor are the leading challenger bank consultancy
Welcome to
Robin BrownsellDirector at Tusmor
Paul AndrewChairman
Liliana OsorioDirector Social Practice
Everything has changed
Challenger banking
User experience wins
Crush time to value
Discussion
Engage with insight
Social Media Centre
Agenda
EVERYTHING HAS CHANGED
Then @work
Then @home
Now @work
Now @home
We are all social now
User expectation has shifted
mobile | share | buy | recommend | play | pay
Brand isn't enough,… insist on building a direct
relationship with the customer. It's not enough to
have a name and an email in the database.
Thanks to digital tools that your customer has
invested in, you have 24/7 access to that
customer. But only if you can make it worth their
while to engage with you digitally.
James L. McQuiveyprincipal analyst at Forrester Research,author of Digital Disruption.
CHALLENGER BANKING
Working with the FSA (FCA) for over a year defining Barriers to Entry for new banks
Designing improvements to practice and procedure to mitigate those barriers
Working with HM Treasury on Barriers to Entry in the UK Payments Systems.
Working with BIS on financial Barriers to Entry.
Political barriers to entry removed
Progress being made
Tusmor Incubation service – working with 5 new banks planning to launch by summer 2014. (subject to their financing)
Will operate on the Tusmor Banking Platform
Now requires £10 million capital compared to £100 million
Platform is shared and therefore delivers significant savings
Time to market is 6 rather than 30 months
Tusmor’s aim is to enable and support hundreds of new local banks
The transforming finance charter
The transforming finance charter
Winning customers
Winning customers
Tusmor.com
Robin Brownsell e: [email protected]
m: +44 7710 489100
@robinbrownsell
#BankingMatters
---------------------------------------------------------------
http://transformingfinance.org.uk/charter/
http://www.allstreet.org/
Tusmor
USER EXPERIENCE WINS
Better experience is adopted quickly
And getting quicker
Source: www.paymentsnews.com
Better experience gets better results
champio
ns > follo
wers
fidelit
y > loyalty
Experience is a journey
influences
First touch
Next touch
influences
Next touch
influences
search | research | browse | share | buy | recommend | play | assess
twe
et |
emai
l | p
ost
| p
ho
ne |
stor
e | A
TM
| b
ran
ch |
mo
bile
Usable
Valuable
Feasible
Pipedreams Gathers dust
Follies
Getting it right
EMERGING EXPERIENCES
• For employees
• For partners
• For customers
If everything is changing…
Reclaim and redefineCUSTOMER RELATIONSHIP MANAGEMENT
Make CRM…
• Engaging
• Easy
• Valuable
CRUSH TIME TO VALUE
Be gutsy
At lightning speed
Engaging interfaces…no longer cost £millions
Let your customers (users) shape you
Bite sized
Photo: Jonas Raab
HOW TO DO IT
1 Create great ideas
No need for 752 new business ideas
Source: Gijs van Wulfen
Just one or two good ones
2 Build stakeholder trust
Tell stories
Bring it to life
3 Move fast to value (or fail)
1 Create great ideas
2 Build stakeholder trust
3 Move fast to value
ENGAGE WITH INSIGHT
InSight | British Airways
CORPORATE INSIGHT
newsstructure
finances
relations
Alert #4 – Lorem ipsumAlert #3 – Lorem ipsumAlert #2 – Lorem ipsum
Alert #6 – Lorem ipsumAlert #5 – Lorem ipsum
BARCLAYSASSETS
where
topics
Meeting Joe
SIBOS
Golf
Brisbane
add filtersort
ACTIONS
EVENTS
info contact go
Alert #1 – Lorem ipsumSocial Relationships
event details
C R M
C R M
Executive insights
Lorem Ipsum
Lorem Ipsum
• Use it• Can be tailored• Pop-up version on site
