The Woolwich undertook a reorganization of its internal processes by bringing together customer information and services into an integrated system. Discover how careful piloting and testing ensured that an e-CRM solution, rather than a pure play e-commerce approach, was introduced.

Allied Irish Bank implemented a data warehouse and data mining software to help drive its segment and channel strategies. As a result, AIB has achieved a 63 per cent success rate in getting high value customers to take appointments with its new relationship managers.

Combining electronic data from operational systems with information derived from re-engineered market research processes can deliver vital insights into both quantitative and qualitative dimensions of the customer's experience. Learn how and why ABN Ambro and Freeserve have both taken this combined approach.

The support services unit at ARM has a 100% customer retention rate, with no defections to rivals. Learn about its innovative approach to e-CRM.