Combined with the right strategy and process, a CRM enables banks and credit unions to connect the dots throughout the entire customer lifecycle. With these insights, banks and credit unions can customize messaging, continually recommend the next best product for the individual, and foster long-term loyalty.
In the face of growing competition, rising consumer expectations, and evolving economic conditions, it’s time for financial institutions to double down on the account holder experience. While products and rates are important, relationships and experience will ultimately influence where they do business.
A CRM is a valuable tool that enables banks and credit unions to break down silos and offer a full view of the customer or member across the entire organization and all channels. This can help banks and credit unions improve relationships, grow accounts, increase loyalty, and enhance the overall experience.
Contact Centers can easily become reactive, resulting in a subpar member experience. However, a contact center doesn’t need to be a bottleneck. It can instead become a secret weapon for improving member experiences and driving growth.
We’ve all heard the generalizations about sensitive Millennials and the online entranced, eye-rolling Gen Z. While not everything you read is true, except that Gen Z is figuratively glued to their phones, both see things through a digital yet old-world lens. Nothing says that more than the incredible resurgence of lo-fidelity vinyl records. It’s crazy, but that outdated music format now outsells both compact discs and digital music, according to Statista. If that doesn’t show the power of these two generations, nothing will. So, how do you reach these often misunderstood groups and convince them your credit union exists? Get to know them and what they want.
Every credit union has a strong call to action that revolves around people helping people. It’s a noble cause that has served the industry and members everywhere well. What does that mission entail at your credit union? Is it driven by data? If not, your credit union could be missing out on opportunities to grow, evolve, and help your members strive for their dreams. That makes data a big part of the greater good. It also makes it better than a blank check for your credit union’s future.
Saving money for a rainy day isn’t easy for the average household. A PSCU survey found that 60% of Americans struggle financially and a full third live paycheck-to-paycheck. To top that off, Bankrate discovered that 56% of U.S. households cannot cover a $1,000 unexpected bill. Can you identify at-risk members and help them before they get into financial trouble? Proactive collections can make a big difference in your bottom line and your members’ lives.
Love it or hate it, cross-selling is a big part of every credit union. It’s how people discover what you offer. It’s also how your CU grows. However, both members and employees have been known to say cross-selling is pushy and uncomfortable. But with the right CRM to fully utilize your data across your CORE and other platforms, you can design intelligent offers that actually work — all without the pushy or awkward tactics.
For too long, credit unions have relied on the idea that knowledge + intuition would predict the future. But it doesn’t. All you get are vague assumptions, like some crystal-ball fortune-teller at a fly-by-night carnival. Sure, they’ll tell you what you want to hear. But you’ll lose money, time, and dignity in the process. To get real answers that retain (and attract) members, deepen relationships, and grow your credit union, you need to add data to the equation. Let’s take a look at these three magic words and how they, along with forward-thinking strategy and process, can make predictions possible for your credit union.
Imagine being the secret admirer and the best friend of each of your members — all at once. That type of bond can turn a fleeting member connection into a meaningful, lasting relationship. But let’s face it, as much as you’d like them to, your members probably don’t see your credit union in the same light. The harsh reality is, they’re just not that into you. Many of your members are a swift swipe away from choosing another financial partner. With member loyalty hanging by a thread, you have the power to strengthen or sever relationships. The good news is you can solidify these wavering bonds. Enter CRM – a tool that promises to not just fortify relationships and retain members, but also to chart a growth trajectory for your credit union. The challenges include overcoming common misinterpretations of what a CRM should deliver and dodging pitfalls in its implementation. Yes, it’s daunting that 69% of digital transformations fall short, according to McKinsey. But the potential rewards of a well-implemented CRM are too compelling to ignore. So, let’s explore the secret sauce of successful CRM implementation together. It’s time to transform how you succeed with CRM.
