* Information management is the crucial skill in financial services
* Covers the very latest (and possible future) delivery channels

In the financial services industry, information is the key resource, and extracting value from it is the key to commercial success. This text provides a thorough grounding in the skills and knowledge needed for the management of customer information in the financial services. It does so by examining information in the sector’s environment, change management, customer management and delivery channels including current and future developments.

Geared towards financial services students.

Table of Contents:

The business and competitive environment
Strategy
The legal and regulatory environment
The social environment
The technology environment
Business analysis and change management
Projects and project management
Methodologies and techniques
Risk management
Understanding customers: customer knowledge management
Customer relationship management
Customer differentiation
Customer contact: customer management system
Customer customisation and experience
Management information
Operational systems design
Delivery channels
Channel integration
Index