A Leading Investment Management Firm used the Customer Intelligence Offering
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Client:
A Leading Investment Management Firm
Challenge:
In the absence of a good understanding of the drivers of client relationships, management is poorly equipped to make decisions to help deepen relationships with clients due to: - Lack of integrated and accessible client data
- Deficiencies in developing client insights via analytics
- Deficiencies in making client insights operational and providing the best client experience.
Solution:
CSC’s solution used the Customer Intelligence Maturity Model to identify current and future practices, benchmark competitor practices and develop a three year Client Intelligence Roadmap.
Results:
Our Customer Intelligence solution will enable the use of client data to make better business decisions and create a better service experience for clients.
Find out more about CSC's Customer Intelligence Offering
Customer Intelligence is an offering that optimizes CRM by providing the creation of a single view of a customer or data “consolidation”, customer analytics, integration across customer-facing systems.
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One of the largest and most respected investment management firms in the world recognized the need to better serve clients by gaining more knowledge on client preferences and experiences in order to provide more relevant interactions. This firm defined client intelligence as including four key activities: - Structured Management reporting,
- Ad Hoc Management Reporting,
- Client Interactions, and
- Client Insights.
The firm's goal was to improve its capabilities in all four of these areas.
The Client Vision
For both the retail and institutional businesses, two strategic objectives lead to long term differentiation from competitors: - Use client data to make better business decisions, and
- Use Client Intelligence/CRM technologies and processes to create a better service experience for clients.
The Customer Intelligence Offering
CSC assessed the firm’s current practices against customer intelligence best practices within both the retail and institutional financial services industry. For both businesses, CSC identified the gap between current and desired future state capabilities and helped the firm to develop a business case and migration plan for a three-year program to move from its current practices to its future state client intelligence vision.
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