Europe Banking Industry CRM 2004 Vendor Profiles: Is It Time for Pervasive CRM?

This Financial Insights study analyzes the evolution of the CRM offering and of the business needs of banks in the field of customer interaction in Europe. Because customer interaction is expected to grab increasing attention, it is important to understand what has changed and how the situation is expected to evolve. This study answers key questions such as:

How has the CRM offering evolved, and what are the objectives of banks that implement CRM solutions? What should IT vendors take into consideration when targeting this market? What are the strengths and weaknesses of packaged and ASP solutions?

According to Angela Vacca, senior research analyst for European IT Opportunity: Financial Services research, "The European banking sector is expected to pay increasing attention to CRM software even if banks are still keeping costs under strict control and demanding more functionality. At the same time, competition among IT vendors is becoming fiercer. Therefore, IT vendors targeting this business area need to understand what is changing and how the evolutions that are taking place in the market can affect their position in the competitive arena."