Ngc event slide pack 1

Next Generation CRM

23rd July 2013

WELCOME

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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

Everything has changed

Challenger banking

User experience wins

Crush time to value

Discussion

Engage with insight

Social Command Centre

Agenda

EVERYTHING HAS CHANGED

Then @work

Then @home

Now @work

Now @home

We are all social now

User expectation has shifted

mobile | share | buy | recommend | play | pay

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.

CHALLENGER BANKING

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

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

The transforming finance charter

The transforming finance charter

Winning customers

Winning customers

Tusmor.com

Robin Brownsell e: robin.brownsell@tusmor.com

m: +44 7710 489100

@robinbrownsell

#BankingMatters

---------------------------------------------------------------

http://transformingfinance.org.uk/charter/

http://www.allstreet.org/

Tusmor

USER EXPERIENCE WINS

Better experience is adopted quickly

And getting quicker

Source: www.paymentsnews.com

Better experience gets better results

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

Usable

Valuable

Feasible

Pipedreams Gathers dust

Follies

Getting it right

EMERGING EXPERIENCES

• For employees

• For partners

• For customers

If everything is changing…

Reclaim and redefine

CUSTOMER RELATIONSHIP MANAGEMENT

Make CRM…

• Engaging

• Easy

• Valuable

CRUSH TIME TO VALUE

Be gutsy

At lightning speed

Engaging interfaces…no longer cost £millions

Let your customers (users) shape you

Bite sized

Photo: Jonas Raab

HOW TO DO IT

1 Create great ideas

No need for 752 new business ideas

Source: Gijs van Wulfen

Just one or two good ones

2 Build stakeholder trust

Tell stories

Bring it to life

3 Move fast to value (or

fail)

1 Create great ideas

2 Build stakeholder trust

3 Move fast to value

ENGAGE WITH INSIGHT

InSight | British Airways

CORPORATE

INSIGHT

newsstructure financesrelations

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BARCLAYS

ASSETS

where topics

Meeting

Joe

SIBOS

Golf

Brisbane

add filtersort

ACTIONS

EVENTS

info contact go

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Social Relationships

event details

C R M

C R M

Executive insights

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Ipsum

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• Use it

• Can be tailored

• Pop-up version on site

THANK YOU

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