The main challenge for banks is to forge a marriage between the twin goals of sales and service in their deployment of CRM systems. The corollary issue then becomes training customer service personnel to think and act like salespeople while balancing the customers' service needs. The customer contact center is becoming the central point of contact for customer service and, increasingly, for new sales opportunities. Improved CRM systems are playing an important role in improving call center performance.
Priorities Integrating the Web channel with other existing channels is critical.
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