Customer Analytics Evolution: what can we learn from the rear-view mirror? PART III

Understanding the motives that drive customer behaviour is increasingly being recognized as essential to relevant customer interaction. Knowing that customers are likely to drop a product or add a new one, or detecting abnormal changes in account use provides only a small part of the information you...

Customer Analytics Evolution: what can we learn from the rear-view mirror? PART II

We started this retrospective by looking at how industry challenges and regulatory responses have been increasing analytics capabilities in Financial Institutions in Part I of this series. Let’s now layer on the introduction of analytics enabling capabilities with the growth of customer insight over...

Customer Analytics Evolution: what can we learn from the rear-view mirror? PART I

Banking leads many industries in the application of analytical technologies to business problems. We can gain some interesting insights by reflecting on where we have come from over the past 30 years to gain perspective on where we are going. In this post (and the next few) I will provide a...

Gatorade ? What's that got to do with Banking ?

Thanks for asking. Gatorade is one of today's global leaders in consumer engagement through technology. They monitor social media on the web - facebook, twitter etc. - in real time and use this monitoring to identify opportunities to engage consumers with their brand. It works like this.... "hear"...

Five Retail Banking metrics you can't do without

Sometimes it pays to keep things simple. Over 30 years in the industry I have had the opportunity to be involved in many think tanks working on KPIs, reporting, scorecards and dashboards. Throughout it all, some fundamental metrics consistently emerge as essential, since they describe manageable...

Is your client information an asset or a liability ?

Of course the right answer is both, but it is important that the vaue of client information is protected by managing the risks of improper information management. Over the course of the past few months there has been increasing attention gathering around the subject of information governance,...

Customer Cash Flow Analysis: behaviour to bank on

It is no secret that new money deposits and loans and retention of blaances are the keys to portfolio growth. Yet many banks don’t actually measure or manage to these simplest of performance objectives. Are they chasing the wrong goals? It is actually true…most banks don’t have clear dashboard...

Deposit services: consumer value worth paying for

The outstanding value delivered every day to consumers by core demand deposit account (DDA) services through retail banking operations of consumer banks is getting lost in the currently fashionable cacophony of media bank bashing. As an industry we have been remiss in communicating just how good we...

Event detection versus transaction detection as marketing action triggers

Information management strategy lags the development of technology in most industries, and banking is no exception. We have seen the march of progress towards customer intelligence from initial customer identity management in the late 1980s through consolidated customer position snapshots (Customer...

Unprofitable Customers: Naughty or Nice ?

Customer value helps identify the top tier customers we need to focus retention activity on, but what of the other 80% of customers who generate nominal or even negative contribution? Are they naughty or are they nice to have in your portfolio? This question has been troubling strategists and...

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