Sievewright commented that 70% of the CRM projects initiated by banks fail to fully meet their original business expectations because necessary changes in sales and service cultures often lag the technology implementation of CRM.
Sievewright continued that, in the future, banksâ success will be measured by their ability to deepen customer relationships and achieve organic growth. "By focusing on the customer relationship," he said, "banks can achieve a pinnacle position, becoming trusted advisers and creating long-term loyalty."
At the conference, attended by users of Fiservâs solutions, European bankers and technology experts came together to discuss global trends in retail banking and their impact on business processes and technology. Said John Bower, Managing Director, Fiserv Europe, "We focused this conference on the external pressures facing financial institutions and the ways in which Fiserv, in partnership with our clients, can deliver innovative solutions to meet these challenges cost effectively."
Fiserv Europe, based in London and Poland, has retail banking and consumer finance clients throughout the UK, Western, Central and Eastern Europe. The conference, which is intended to become an annual event, is designed to promote networking and cooperation among client banks and is part of a renewed focus by CBS Worldwide on global client communication.