Maximizing Customer Relationships Through Fulfillment.
Mortgage Banking › Vol. 61 Nbr. 7, April 2001 ›
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Summary
New economy and customer service - Statistical Data Included
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Maximizing Customer Relationships Through Fulfillment.
TRADITIONAL LENDING PROCESSES have collided with the new economy. Financial institutions have emerged from a decade of acquisitions and Y2K remediation to find that technology and commerce have changed dramatically.
Both traditional and dot-com lenders are impeded by old-economy fulfillment processes, operational stovepipes and antiquated back-office systems. Customer relationships are managed around individual products instead of multiple products through many channels, resulting in substantial missed cross-sell opportunities. Fi...See the full content of this document
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