Cognizant that information is vital to cross marketing and CRM, Chase migrates its consumer bank to a single platform supporting all products, segments, markets and channels.

Few consumers would argue that customer relationship management has taken a back seat to the profit motives of CEOs looking to benefit from the rapid consolidation underway in the financial services industry. While many players are busily shoring up potential merger partners-only to spend more time away from customers digesting an acquisition once a deal is consummated-Don Boudreau, vice chairman of Chase Manhattan Corp.'s national consumer services, is hopeful that his competitors' distraction will play in his favor as he and top officers Bill Hoefling, Mike Urkowitz, Tom Jacob and Denis O'Leary migrate the $110 billion-asset consumer bank to an information-based business system.

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