Decoding the customer lifecycle: Customer relationship management

In our latest project with ebankIT titled "Decoding the Customer Lifecycle: Optimal Strategies and Technological Trends in Banking for 2025," we explore the essential strategies and technological advancements shaping the future of banking.

During our recent webinar, we presented key findings from our global survey and invited a panel of speakers to discuss crucial steps in the customer lifecycle. These included awareness and acquisition, onboarding and account opening, daily banking and transaction processes, customer relationship management all the way to churn management.

In the following video, you will hear them discussing customer relationship management, a crucial part of a customer's journey with their bank. This phase is essential because it establishes the foundation for a long-term relationship with the bank, and many institutions are focusing their investments on improving this area.

Banks are increasingly using digital tools to enhance customer relationships. The majority have developed mobile apps and expanded self-service options, enabling customers to manage their accounts independently. AI chatbots are being implemented to improve support and reduce wait times, while personalized financial insights are being used to offer tailored advice.

Improving data access and management is a priority for many banks, with AI aiding in data practices and customer segmentation. The goal is to achieve hyper-personalization, treating each customer as a unique individual. By integrating advanced modeling tools and AI capabilities, banks aim to deliver predictive insights and personalized services at every customer touchpoint.

Interested to Find Out More?
Our report helps banks understand the full customer lifecycle, breaking it down into stages from acquisition and onboarding to retention and advocacy. We include insights from a global survey of financial institutions and interviews with banking executives about improving customer experience, overcoming roadblocks, and identifying future potential.

Make sure to download your copy here!