Looking to grab marketshare, many institutions plan to throw money at customer relationship management and sales automation solutions over the next two years. In a recent report released by Boston-based research firm Aite Group, 92 percent of respondents said they are likely to extremely likely to replace their current CRM and sales solutions by 2010. This, despite the fact that banks have spent heavily in this realm over the past decade, Aite says.
None of the surveyed banks-14 of the top 100 North American banks by number of checking accounts-have already replaced or refreshed those solutions. Further, 67 percent plan to improve their customer service platform and/or new account-opening solutions over the next 24 months.
Areas that have already been addressed over the past two years include remote deposit capture, 73 percent, and imaging, 64 percent. Solutions that won't likely see much spending include self-service kiosks, video over IP, queue management and coin counting.
One area that Aite recommends more spending is channel integration. More than 80 percent of respondents say they will not have integrated online banking or mobile banking channels within 24 months, and more than 60 percent will not have an integrated call center, ATM or mailing channels. (c) 2008 Bank Technology News and SourceMedia, Inc. All Rights Reserved. http://www.americanbanker.com/btn.html/ http://www.sourcemedia.com/