Arkansas Business Book of Lists 2009 - (Page 8) TOP CONCERNS 1 Collaboration 2 Services 3 Security 4 Mobility Personal Attention in an Impersonal World Mega mergers may improve operational efficiencies and the bottom line, but they make providing personal service to your clients more challenging. Fortunately, technology exists to enable mass customization. Centralized, impersonal call centers utilizing CRM tools are becoming more common. If you are not certain your customers feel a personal connection, there has never been a better time to explore potential enhancements to your communication infrastructure. Secure Investment Few things are more private or potentially more devastating when stolen than financial information. As banks and their databases become larger, risks increase. Banks must continue to invest in tools to secure their networks in order to stay ahead of the would-be crooks. Return on Investment Key management and staff are one of your largest investments, and for good reason. They own the customer relationships you depend on. Studies have shown most organizations have trouble maintaining open and effective communication as they grow. You are investing in the right people, but are you giving them the tools they need to be effective? Research has demonstrated your sustained return is likely to be higher than any outside investment you will make. Manage Peak Communication Demand Markets shift, economies and investments improve Customer “I need simple tools that allow me to manage my accounts using internet or mobile banking from my smart phone. When assistance is required, I want to be able to reach the right person, preferably without being transferred multiple times or placed on hold. Bank employees assisting me should have access to the information they need to resolve my issue. But most of all, I want my identity and financial information to be secure.” 2 1 Chief Information Officer “I need an infrastructure that allows me to improve operational efficiencies, reduce system management and maintenance costs, and enhance customer service. Internal and external customers demand the same productivity in improving solutions, regardless of which facility they are working in or visiting. My infrastructure must be seamless across all locations.” Special Advertising Section 8 2009 book of lists Download the Book of Lists as a spreadsheet. www.arkansasbusiness.com/lists
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