Failure is not an Option: The Case for Effective Relationship Management

Available on Demand

In today’s hyper-competitive and complex business environment, the long term success of a financial institution is built, in part, on establishing, nurturing and maintaining strong customer relationships. The processes for managing these relationships have evolved due to the wealth of information and the communication channels that are available to the empowered customer.

View Financial Services industry expert Donna Fluss of DMG Consulting and Aptean Vice President of Customer Relationship Management, Matt Keenan as they present a compelling look into The Case for Effective Relationship Management.

View this webinar on demand to learn:

  • The top servicing challenges confronting financial services organizations that cannot be addressed with existing systems and applications
  • The risks associated with outdated and inflexible systems in today’s complex regulatory environment and competitive marketplace.
  • The functional and technical characteristics and capabilities of leading complaint management applications
  • The key evaluation steps that you can take to decide if it is time to replace your existing customer service / complaint management application.


Donna Fluss
President and Founder, DMG Consulting LLC
Donna is highly regarded by industry, enterprise, contact center and financial leaders as one of the foremost experts on contact center, analytics and the back office. With 30 years of experience helping organizations build world-class contact centers, and assisting vendors to develop and deliver competitive solutions, Fluss created DMG Consulting to deliver unparalleled and unbiased research, analysis and consulting services. She is a renowned speaker, author and expert source for industry and business publications.

Matt Keenan
Vice President, CRM Product Management, Aptean Corporation
Matt is a 20+ year veteran of the Customer Relationship Management space with deep experience in all facets of CRM including sales, service, marketing and social CRM. He has worked with companies of all sizes across a wide range of industries to evaluate, develop and implement customer centric initiatives, including sales, channel, and customer service process design as well as technology platform evaluation and implementation. Prior to joining Aptean, he has held management and leadership roles with Oracle, salesforce.com, and Microsoft. As a frequent speaker at company, partner, and industry events, Matt is focused on driving CRM program success through the real world application of leading CRM theory.

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