Entering the next millennium, it is imperative that financial services organizations adopt a comprehensive relationship management strategy to support their customers.

In recent years, traditional financial institutions have been concerned about competitive threats from organizations such as Charles Schwab, E-Trade, NextCard, and Microsoft. The opinion that the Internet search engines (Yahoo, Excite, Lycos, etc.) will eventually own the consumer might be hyperbole, but it cannot be totally dismissed. Indeed, financial services firms have ramped up their investments in consumer e-business areas. Meanwhile they have conspicuously ignored one of their most profitable market segments - small business. Large companies have dedicated staff and resources to support finance and administrative functions. Small businesses tend to be strapped for time, and they look for convenience and efficient customer service from their primary financial services provider.

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