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Article: First Union tackles CRM with CRMs.(customer relationship management, Customer Relationship Managers)(Statistical Data Included)
- Article from:
- ABA Banking Journal
- Article date:
- October 1, 1999
- Author:
CopyrightCOPYRIGHT 1999 Simmons-Boardman Publishing Corporation. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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A huge force of new customer relationship managers, backed by a relationship database is the bank's latest effort to focus on customer needs
When a big organization embraces a new theme, you sometimes get the impression of employees walking the halls chanting a new business mantra, like something out of "Dilbert." Well, employees of First Union so far aren't walking around chanting CRM, but the concept of customer relationship management is becoming pervasive in the $23 billion asset banking company headquartered in Charlotte. The bank's latest CRM effort cuts across business units and product and service areas.
On the retail side, customer relationship ...