Hsbc Customer Relationship
Business Intelligence Solutions
HSBC sparks CRM with the Customer Management Assessment Tool (CMAT)
As competition in the finance sector continues to heat up, the idea of implementing savvy Customer Relationship Management (CRM) strategies has moved from the “nice-tohave” category onto the critical path for most companies. Analysts’ predictions have fuelled the fire. A worldrenowned firm predicts as much as a 900% increase in CRM spending in the industry over the next five years.
The complexities that suppliers face add even more impetus for action. Banks and financial entities now are managing more business and customer segments than ever before, juggling an increasing number of customer interaction channels, and evaluating an ever-growing cast of business partners. HSBC Bank plc, a prominent UK banking institution already known as
a leader in the CRM arena, recently decided to turn up the heat on its implementation of best practices in Customer Relationship Management. The institution chose to take a scientific approach to evaluating how well its strategies deliver by employing QCi’s Customer Management Assessment Tool (CMAT) licensed by IBM. With this tool, the bank was able to factually measure its current practices and compare the overall score against other corporations. Why CMAT and IBM? “We’ve known for a long time that we had good CRM systems in place, but we did not have any way to benchmark externally against other companies. By using CMAT, we brought many aspects of our systems, practices and resources together for careful evaluation,” explains Andy Ripley, senior manager, marketing development. Of the firms that have been involved with the CMAT study, HSBC ranked in the top ten percent. “Now, we want to work toward an even better score by developing more skills and even better capabilities to serve our customers,” notes Andy. The Customer Management Assessment Tool was applied to the retail and commercial banking areas of the bank
The
HSBC sparks CRM with the Customer Management Assessment Tool (CMAT)
As competition in the finance sector continues to heat up, the idea of implementing savvy Customer Relationship Management (CRM) strategies has moved from the “nice-tohave” category onto the critical path for most companies. Analysts’ predictions have fuelled the fire. A worldrenowned firm predicts as much as a 900% increase in CRM spending in the industry over the next five years.
The complexities that suppliers face add even more impetus for action. Banks and financial entities now are managing more business and customer segments than ever before, juggling an increasing number of customer interaction channels, and evaluating an ever-growing cast of business partners. HSBC Bank plc, a prominent UK banking institution already known as
a leader in the CRM arena, recently decided to turn up the heat on its implementation of best practices in Customer Relationship Management. The institution chose to take a scientific approach to evaluating how well its strategies deliver by employing QCi’s Customer Management Assessment Tool (CMAT) licensed by IBM. With this tool, the bank was able to factually measure its current practices and compare the overall score against other corporations. Why CMAT and IBM? “We’ve known for a long time that we had good CRM systems in place, but we did not have any way to benchmark externally against other companies. By using CMAT, we brought many aspects of our systems, practices and resources together for careful evaluation,” explains Andy Ripley, senior manager, marketing development. Of the firms that have been involved with the CMAT study, HSBC ranked in the top ten percent. “Now, we want to work toward an even better score by developing more skills and even better capabilities to serve our customers,” notes Andy. The Customer Management Assessment Tool was applied to the retail and commercial banking areas of the bank
The
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