Who do you trust the most...or the least...with your money? Your bank or maybe your insurance company or your financial advisor. The savvier financial services guys know this and are applying best practices and cutting edge innovation in CRM 2.0 to their companies. Check out what the customer is thinking and what the financial services sector is doing here.

1. Service Excellence, Customer Delight Financial Services & CRM in the Experience Economy Paul Greenberg President, The 56 Group, LLC Chief Customer Officer, BPT Partners, LLC Author: CRM at the Speed of Light

6. The New Business Model: Experience Economy Goes Mainstream "Companies used to focus on making new, better, or cheaper products and services....Now the game is to create wonderful and emotional experiences for consumers around whatever is being sold. Its the experience that counts, not the product." “People…want capabilities and options, not uniform products…business is there to provide the tools.” “The Knowledge Economy is giving way to the Creative Economy...” (Knowledge has become a commodity so the solution is to) "focus on innovation and design as the new corporate core competencies." BUSINESSWEEK, DECEMBER 19, 2005

14. The New Business Model Requirements A NEW MODEL

17. “ We have to create a great experience every time you touch the brand, and the design is a really big part of creating the experience and the emotion. We try to make a customer’s experience better, but better in her terms.” – A.G. Lafley, CEO Proctor & Gamble “ I think its value that rules the world. There’s an awful lot of evidence across an awful lot of categories that consumers will pay more for better design, better performance, better quality, better value and better experiences.” – A.G. Lafley, CEO, Proctor & Gamble Case Study: Big Companies Proctor &Gamble

23. CRM & Financial Services: The Challenges Investment in financial services- related CRM technology is expected to be around US$6.8 billion in 2006 and increase at the rate of roughly 14% per year for several years going forward DOES THIS MEAN THAT THE FINANCIAL SERVICES INDUSTRY FINALLY FIGURED OUT CRM? The answer is: NOT PARTICULARLY

34. CRM & Financial Services: Competitive Advantage Could there be business value in treating a low value customer with high value services and experiences? Yes, when customer data is used for insight, not just portfolio management and product sales per se

35. CRM & Financial Services: Competitive Advantage Example: Telecommunications of Customer Insight & Planning Chief Technology Officers are found to be users of the residential service Colombian Orbitel S.A. ESP NOT YET They are automatically treated as a high value customer with all the attendant quality of services Even if he spends no money on residential service and doesn’t have a commercial account…

39. THANK YOU FOR THE OPPORTUNITY For more information please feel free to email me at: [email_address] or read my blog at http://www.the56group.typepad.com