The shift to using CRM isn’t just about choosing the right technology. For the best results, CRM needs to be implemented – and used – across your whole organization, which means a cultural shift is necessary, or the success of the project can be jeopardized. In fact, one study by Forrester indicated that more than one-fifth of CRM problems are, in fact, “people problems” of one sort or another.
For many financial institutions, customer communications can become an afterthought. If account statements and e-statements, email notifications, and other routine communications are sent to customers in an accurate and timely manner, then leadership is satisfied and may just not give customer communications much more consideration.
Modern financial CRM isn’t just a point solution for marketing or front line service. Deployed enterprise-wide, it can be the engine that powers your digital transformation and helps your bank or credit union reach essential strategic goals.
Doxim’s own Paul Abdool and Sean Kennelly recently attended the 2018 National Lending Conference put on by the Canadian Credit Union Association. While at the conference, they connected with many credit union leaders about commercial lending and digital loan origination. On their return, they were kind enough to sit down with us and share insights from their conversations.