Michael Ruckman Presents: Understanding and Managing Customer Relationships for Banks and Credit Unions August 27, 2013

On Tuesday, August 27, 2013, Michael Ruckman Presents: Understanding and Managing Customer Relationships for Banks and Credit Unions

This BankersHub webinar is for business managers as well as CRM project managers and all others that would benefit from insight on how banks can better manage customer relationships. This is not a technology presentation, but, rather, an exploration of how banks must change their understanding of customers to improve the quality of relationships.  For more information Click HERE

Participants in this webinar will explore the following topics and more:

• The evolution of banking business models from Product-Centric to Customer-Centric to Relationship-Centric.


• The difference between understanding historic customer behavior and understanding customer aspirations.


• The difference between selling products, selling solutions, and selling relationships.


• The banking business model of the future – Relationship-Centric Banking


• The necessary transformation to processes, product offerings, management models, performance measures, and organizational culture.

Event Details

August 27, 2013, 12:00 – 1:00pm Eastern

Education Credits

1.0 CPE credits

Price

$249* Live + Playback

*price includes unlimited access to playback

Michael Ruckman Presents: Understanding and Managing Customer Relationships for Banks and Credit Unions August 27, 2013

Piggy Banking

Senteo Supports the Andson Foundation’s efforts to improve financial literacy by teaching children the importance of saving. 

Recently, Michael Ruckman accepted a position on the Board of Directors of the Andson Foundation.  He was impressed with their efforts to help children improve their studies and also found their goal of improving financial literacy to be both necessary and timely.  For more information on the Andson Foundation and their activities, please browse the links below:

Anson Foundation

Piggy Banking – For Some, Saving Money Is Child’s Play

 

Piggy Banking

Michael Ruckman Publishes New Article on BAI Wesite: Putting Transformation First for CRM

BAI recentlly published  a new article sritten by Michael Ruckman entitled Putting Transformation First for CRM.  In the article, Michael discusses the need for banks to apply their technology and CRM analysis based on a customer centric model.  In addition, by creating an ongoing connunication with their customer base, they can continue to capture additional insight into how to transition their operational models.

Read more at the BAI.org website.

 

Michael Ruckman Publishes New Article on BAI Wesite: Putting Transformation First for CRM

Michael Ruckman Supports the Las Vegas Community by Attending Governor Sandoval"s Black-Tie Invitational

From Left: Garry Goett, Michael Ruckman, Ksenia Tukova and Governor Brian Sandoval

Michael Ruckman supports the Southern Highlands Charitable Foundation and and attends the Governor’s Black-Tie Invitational annual golf and social event. Supported and endorsed by Governor Brian Sandoval, the foundation is dedicated to raising millions of dollars for other non-profit organizations supporting children, teens, and women in need throughout the Las Vegas community. Together with this year’s fundraising, the Foundation has raised over 15,000,000 since inception.

The Governor’s Black-Tie Invitational annual golf and social event is designed to raise funds to support Boys & Girls Clubs, the Andson Foundation, Opportunity Village and many more.  These charities provide tutoring for underpriviaged youth, support families and childred with cancer, and enable people with intellectual disabilities to receive vocational training, find community-based jobs, discover creative talents and develop long-lasting friendships.

Michael Ruckman Supports the Las Vegas Community by Attending Governor Sandoval"s Black-Tie Invitational

Klookva goes live !! Senteo client Ural FD launches their new brand with huge success !!

After 2.5 years of work together with Senteo, Ural FD has launched the new face of their fully transformed and highly successful retail banking business.  This new brand represents the new packaging and representation of a new approach to the retail banking business for Russia – a bank that is completely focused on helping customers to solve problems, improve quality of life, and reali e goals and dreams.

Senteo worked with the bank to reengineer the every product, process, and piece of technology in the bank.  As well, the bank underwent a complete cultural transformation based on the Senteo Customer Experience Culture methodology.  Finally, Senteo developed the new brand, branch designs, and communications campaigns for the launch of the new offering.

Please see the Klookva Case Study for more information on the project details and the results obtained.

Klookva goes live !! Senteo client Ural FD launches their new brand with huge success !!

Senteo"s client Alfa-Bank reports the results of another explosive year (2012)

Alfa-Bank’s retail business enjoyed another successful year in 2012, beating expectations and delivering impressive results in all major categories. According to the bank’s press release issued today, Alfa-Bank registered growth in the following areas:

•  25% growth in retail customer base (to 8,9 million people)

• 55.4% growth in its retail loan portfolio (to 156 billion Rubles)

• 103.9% increase in the credit card volume

• 25% growth in deposit balances (to 291.4 billion Rubles)

• 26.43% growth in current account balances (6.5% market share nationwide)

• 28.5% growth in commission income (to 11.4 billion Rubles)

• 500,000 new online banking users (in total: 2.3 million online users)

• 30 new retail branches opened

More details are available here.

We would like to congratulate our friends and colleagues at Alfa-Bank for another explosive year and wish them continued success! To see the case study about Senteo’s transformation project at Alfa-Bank, please click here.

Senteo"s client Alfa-Bank reports the results of another explosive year (2012)

Join Michael Ruckman for a webinar on Experiential Innovation on Tuesday, February 19th

See the latest presentation on Experiential Innovation for Bankers from Michael Ruckman in this fast paced webinar hosted by BankersHub on Tuesday, February 19th at 2:00 pm EST

If customer experience is about making each individual contact with the bank pleasing, fulfilling, engaging and possibly even fun, how does the sum of those individual experiences turn into a customer relationship and how can banks build true loyalty in mutually beneficial relationships that move beyond simple bank-customer interactions?

In this webinar we will focus on:

• The shift from individual experiences (contacts) to a meaningful relationship

• The difference between retention (removing reasons why your customers might leave) and loyalty (creating reasons for customers to stay)

• What is the difference between creating an experience at a point of contact and creating an experience in the overall relationship with a customer?

• What is required to help your customers understand the benefit of consolidating their financial life in one bank?

In this fast-paced and engaging presentation, Michael Ruckman will outline the framework for Experiential Innovation in the banking industry including comments on how to design, build, measure, and manage an experiential banking business. His experience in retail and SME bank transformations from clients in over 30 countries adds to the examples and stories that are included in his presentation.

Join Michael Ruckman for a webinar on Experiential Innovation on Tuesday, February 19th