Single view of the customer
7 October 2009
At the Bank Systems and Technology Executive Summit in Pasadena, I had the opportunity to spend time with many bank technology executives. They had many insights I would like to share: 1. The single view of the customer needs to happen from both the front end (customer experience, cross sell, etc.) and the back end (risk). While in the past the focus has been on the former, the latter is now every bit as important. 2. The mortgage crisis isn't over. There will be a large number of mortgages that will reset in the coming year. Those that are underwater are likely to default. 3. Customer retention has never been more important. The key is to retain the profitable customers. Do you know which customers those are? 4. Some well positioned banks may make some bold moves for growth. Those that haven't been impacted by the crisis have the ability to pick up other institutions or customers. Times of great change create great opportunities.