This report summarises the key messages in the first day’s plenary sessions and focuses on some of the top issues addressed during the two-day CRM for Retail Financial Services Exchange, which took place on 3-4 October 2005.

The conference highlighted the need for taking a fresh look at how customer lifetime value is defined and applied to business operations. It emphasised the importance of finding the right organisational balance between customer service and sales, and between business processes and IT support systems. It outlined developments in cross-functional communications and thinking, as well as the importance of empowering frontline staff to take intelligent decisions, by giving them finger-tip access to all the customer data they need, so that they can resolve issues first time.


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