Download - Ngc event slide pack 1
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Next Generation CRM
23rd July 2013
WELCOME
@tquiladotcom
wifi: Tquila Guest | password: tquila12
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John Godfrey
MD Financial Services Practice
Tquila are the leading Salesforce.com Platinum Partner
Tusmor are the leading challenger bank consultancy
Welcome to
Robin Brownsell
Director at Tusmor
Paul Andrew
Co-founder
Liliana Osorio
Director Social Practice
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Everything has changed
Challenger banking
User experience wins
Crush time to value
Discussion
Engage with insight
Social Command Centre
Agenda
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EVERYTHING HAS CHANGED
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Then @work
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Then @home
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Now @work
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Now @home
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We are all social now
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User expectation has shifted
mobile | share | buy | recommend | play | pay
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Brand isn't enough,… insist on building a direct
relationship with the customer. It's not enough to
have a name and an email in the database.
Thanks to digital tools that your customer has
invested in, you have 24/7 access to that
customer. But only if you can make it worth their
while to engage with you digitally.
James L. McQuiveyprincipal analyst at Forrester Research,
author of Digital Disruption.
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CHALLENGER BANKING
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Working with the FSA (FCA) for over a year defining Barriers to Entry
for new banks
Designing improvements to practice and procedure to mitigate those
barriers
Working with HM Treasury on Barriers to Entry in the UK Payments
Systems.
Working with BIS on financial Barriers to Entry.
Political barriers to entry removed
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Progress being made
Tusmor Incubation service – working with 5 new banks planning to
launch by summer 2014. (subject to their financing)
Will operate on the Tusmor Banking Platform
Now requires £10 million capital compared to £100 million
Platform is shared and therefore delivers significant savings
Time to market is 6 rather than 30 months
Tusmor’s aim is to enable and support hundreds of new local banks
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The transforming finance charter
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The transforming finance charter
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Winning customers
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Winning customers
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Tusmor.com
Robin Brownsell e: [email protected]
m: +44 7710 489100
@robinbrownsell
#BankingMatters
---------------------------------------------------------------
http://transformingfinance.org.uk/charter/
http://www.allstreet.org/
Tusmor
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USER EXPERIENCE WINS
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Better experience is adopted quickly
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And getting quicker
Source: www.paymentsnews.com
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Better experience gets better results
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Experience is a journey
influences
First touch
Next touch
influences
Next touch
influences
search | research | browse | share | buy | recommend | play | assess
twe
et | e
ma
il | p
ost | p
ho
ne
| s
tore
| A
TM
| b
ran
ch
| m
ob
ile
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Usable
Valuable
Feasible
Pipedreams Gathers dust
Follies
Getting it right
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EMERGING EXPERIENCES
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• For employees
• For partners
• For customers
If everything is changing…
Reclaim and redefine
CUSTOMER RELATIONSHIP MANAGEMENT
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Make CRM…
• Engaging
• Easy
• Valuable
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CRUSH TIME TO VALUE
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Be gutsy
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At lightning speed
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Engaging interfaces…no longer cost £millions
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Let your customers (users) shape you
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Bite sized
Photo: Jonas Raab
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HOW TO DO IT
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1 Create great ideas
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No need for 752 new business ideas
Source: Gijs van Wulfen
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Just one or two good ones
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2 Build stakeholder trust
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Tell stories
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Bring it to life
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3 Move fast to value (or
fail)
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1 Create great ideas
2 Build stakeholder trust
3 Move fast to value
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ENGAGE WITH INSIGHT
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InSight | British Airways
CORPORATE
INSIGHT
newsstructure financesrelations
Alert #4 – Lorem ipsum
Alert #3 – Lorem ipsum
Alert #2 – Lorem ipsum
Alert #6 – Lorem ipsum
Alert #5 – Lorem ipsum
BARCLAYS
ASSETS
where topics
Meeting
Joe
SIBOS
Golf
Brisbane
add filtersort
ACTIONS
EVENTS
info contact go
Alert #1 – Lorem ipsum
Social Relationships
event details
C R M
C R M
Executive insights
Lorem
Ipsum
Lorem
Ipsum
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• Use it
• Can be tailored
• Pop-up version on site
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THANK YOU
@tquiladotcom