Press Releases 

Today, financial services firms do not need more customer information—they are deluged with it. Their challenge is synthesizing all the knowledge to build customer value, both in the experience they provide to the customer and in the financial return they receive from customer interactions.

As financial services firms began utilizing Customer Relationship Management (CRM) techniques, much was written about the "single view of the customer". But in this white paper, the author explains that this may be a naive objective due to the increasing sophistication of CRM and reporting systems. Today, financial services firms need a multi-dimensional view of customers where every part of the organization has access to the information required to provide customer service and build customer relationships.

To support this viewpoint, the author proposes an architecture for managing customer information from the transaction processing systems through the customer service, sales, product marketing, and financial reporting functions.