CRM and Channel Delivery Strategies: Case Study on TCF Bank

Create a vendor selection project
Click to express your interest in this report
Indication of coverage against your requirements
A subscription is required to activate this feature. Contact us for more info.
Celent have reviewed this profile and believe it to be accurate.
We are waiting for the vendor to publish their solution profile. Contact us or request the RFX.
Projects allow you to export Registered Vendor details and survey responses for analysis outside of Marsh CND. Please refer to the Marsh CND User Guide for detailed instructions.
Download Registered Vendor Survey responses as PDF
Contact vendor directly with specific questions (ie. pricing, capacity, etc)
18 June 2004


Boston, MA, USA June 18, 2004

CRM & Channel Delivery Strategies: A Case Study on TCF Bank

This case study looks at how one bank used customer knowledge when selecting an Internet banking application.

In a new report "CRM & Channel Delivery Strategies" Celent examines how TCF Bank, subsidiary of TCF Financial, choose an internet banking application. TCF recognized that their customers are becoming increasingly savvy on the Internet and they wanted to find a way to offer premium services.

The report looks at how TCF Bank segmented their customer data according to customer preferences for online features and functionality. After analyzing the segmented data, TCF concluded that they could best serve these segments by offering a tiered online banking service. In order to do this, they needed to upgrade their online banking technology. Thus, to fulfill their marketing strategy they had to implement a newer, more robust online banking application.

TCF's experience illustrates two important conclusions. First, in order for banks to gain full value from their customer relation management technology and processes, they have to apply segmentation and analytics to their delivery strategies. Second, banks must implement front-end applications that optimize these strategies.

According to

Anjalee Davis, banking analyst at Celent and author of the report, "If banks wish to gain full value from their investments in customer relationship management technology and reengineering processes, they need to leverage customer knowledge during any phase of customer interaction. Those that succeed can provide pro-active personal service and implement targeted selling in all of their delivery channels - branches, online banking, call centers, and ATMs."


Table of contents is available online.

of Celent Communications' Retail Banking research service can download the report electronically by clicking on the icon to the left. Non-members should contact for more information.

Send mail to with questions or comments about this Web site.