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 resu‖ "s"η ρeralive that9nVestment banks9iVe c"ents The concep|oi Gustomei centrcty has been s1ea¤
and dea|s the increased attent on they need in timθ "y
s o亻 0aining trac"on inside and out由 de1he亻 inancia}se~ices
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current c。 nd tions
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lnVestment banks thal f)^留磐诎酣谋髦

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eXper ence but ρrovide g「 eatε j customerinsight and
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take tho rfoc∪ s olf of c|ien】 xeoeding
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desp"e cvts are among and n provin9ρ
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ηiss Out on a compe"n9 VnceIta|n and volat"e market needs vnde`current eConomiC Cond tions CVslo丨 ηe了
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inveslment banks shou|d be
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`eouced a∨ the c"ent
acquis"i° ns are exρ ected to deo‖ ne0|oba‖ y in2oo8/°
mea1ing that eveγ dea丨 cou◇ ts
Get Closorto Your C"ents
As、 〃:h any Crs9s the Cred t crunch has a s"Ver|ning
As TowerGfoup ρoints out The turbulenttimes ahε ad As c"en1s reaot1o ne0atve head"nes eConomio
oFfer the oρ portun ty to‘ e丨 ooate staΠ to eme:9in9centers unce^ainty and market vo{at"ty investment banks cannot
foCvs on C‖ ent re|at。 nshiρ s to seCu|e fV1ure mandates a秆 o丨 d
to keep them al a distanCe In iac1 they need to9et
8no ensure the stabi"ty o亻 the teohno|ogy in`ras1ructufe Closer to their o"ents then ever be扌 ore
∶iat sVpρ 。
`ts|nve封 menI bank{n9act vit, i、 V th!udiCious
use o∮ teChno|ogy1o supρ or1the"act v"ies and foous Cvstomer cen1r c strate9ies a|e ρredicated o卩 1he
on customer reIat onshiρ s and g|oba|oρ ρodun"ies
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Cond|t ons1o strengthen1he r∮ rms and the fe|a9onshiρ s kno、 ″丨
edge inte‖ genty al eˇ eγ s1age ofintθ rac"on
the r businθ ss is bu"tupon 丁his means not on丨 y9eltin9、 o knQ、 Vy° uf c"ents bettef
bu1havin9the too|sto he|ρ you take adVant8ge of this
To suNive and thrvein vo|at"e mafkets and an unce^ain kno vledge、 vhere and vhen|to仃 ers1he mostVa丨 ue To
econom, investment banks need to take a thoughtf。 l aoGomρ investment banks need to use0RM
and strategic approaCh to bu"ding extending and "sh th灬
systems to!he rtrue poten"a⒈ notiust as data systems
un|oCkin9the Va|uein ther c"en1re丨 at on$hips the too|s but as the teGhno|ogica|enab}ers oi customer oen1rc
toimp|ementthese st「 ate9|es are c"ent re|at onshiρ bus|ness strate0iε s
mana9emenl(GRM)sdu⒒ ons
Bulding uρ this cvstomer knoWIed9e be9ins丨 ong before
an individua|or organizaton oeoomes a c"ent 彳ro n
Usng C|ent-CentHc strateg es the momentthey are ident"ed as a prosρ ect ∪sin0

to surx/ve and Thrive

To、 ″erGrouphas oesc"be0the issues resv⒒ in0f扌 0m
the Cre0"orunch as fa"ures of ρrocess CV ture and
techno|ogy "2A° Gordin0|y investment banks need
strategic resρ onses to cuf`ent market oond1ions that can more e矸 ect ve|y se9ment‖ s audience and tar9et
innoVate on a‖ three亻 r° nts 仗sadM"es e些 坠型迥 the ρrosρ eC"∨ e创 钔艹W"廴 0㈦ h~
卧恐△〗F山递 酊 0n and lo帕 van坠 ’ζ工Ⅱ ead e壑 stp整 冷 ~
卫 JLeJ扯 L~ "鸷
10 H nes "onsh￡
VV th fe、 ver opponun"丨 es aVa"ab|e forinVestment banks a1
1↑ Biue|steP● en }nˇe⒐ men1B刁 nking^dvisoγ Bvsi)ess this ume ide岘 mBnd II|nn|n° d aYa"南 b!皂 .坌ρ则 uo"ies
Endurng(he credt Crvnch lo verG|° 。p |Ⅶ 食‘
Ch2008 ρ 3 l,e￡ 9mes crtCa| ∪sin9deep,e|auonshiρ
in∮ ormauon
V1h|n the CRlx system that c|ear y"|ustrates the comρ |e×
12 H ne$p10

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vh佗 P息 。●
`
 lntefconnec(ons be ween Consu"ants coiη ρaniesⅡ and better informed aρ ρr° ach to navi0at n° the oo吖 nturn Fof
othe`stakeho|dθ fs and pa^ies invθ stment banks can
|eˇ era0e exist n9relat onshlρ s to find1be b。 st Wey lo
0etthe r丨 oo⒈ in the door on polent a|dea|s ˇVhen a
ρr0speCt b。 co|η es a de亻 ned bv山 ness opportun ty the
ρrOf"e eRsures no lnˇ e⒐ ment oapkin0emρ |oyee 。
tro∞ bas∞ on lul。
f卩 吵
polenl钭
^Ch ever、
need CRM va|kinto a dea丨 b"nd VV"h Comρ rehensive
inionη at on aboutthe prospect pastinteract ons and Fu"hermore as i^vestment banks丨 ook to increase
the Iead source lnvestment

As investmenl banks look l【 l 蛳

ˉ

inorease⒑venves from the「 need to poston thef鲎 tch

ex|st n9o"ont base,regu丨 ar
uDuch~poinls estab"shed
thro∪ gh a CRM realonsh ρ
p|an prov|de the pef犯 d Wins the c"ent mandate the
ve∩ ue fof e× p丨 orng o‖ ef△
ρ|ans and uncovenn9
polentia丨 opporlun"ies
0hen the inVestment bank
咖 me ll
bθ 0ins esρ ecia"y al at|iη
when deaI$aie sla ing° i
co‖ apsin9atincfθ ased「 ates
cred"constralnts sim丨 lady a0ood∫ elat onship pIan
and comρ fehensive C"ent ρ
`ofIe aie oftremendous
va ue in idenu,● n9cl怡 nts at"sk n aume°
Re9ula了 t0uCh Points0~e the investmer,t bank the nly
`uncejta
opρ °“un1y to gau0ec"enl sθ nt ment and a0dress any
e conCeros ρroactve|y
est c⒒ ent

|iVestment banks need to ^s these

ρIement consistent an0
re"ab|ep亍 0Cesses to ensure "η
thatthe dfVe to aGqu fe
inte‖ cus1omer centf c appfoaches su9°
0θ nce is an lnVestment bank s tfue0o|dmine in
t0u0her ti`η es t shoVId Co‘ ηe as n° surpiise 1hen tha1
To・|erGrouρ has noted that Fs丨 s haVe been adVancin0

Cus】 omer kno、 v|ed9e does not0丨 oρ o付 attbe point that
the bV铷 ne$s is won bVtinslead intensine$ throu0hout
each steρ ofthe de81investment0anks need to use
CRM Wofkl∫ oWsto o山 ld out deepe子 C"enl knoW|ed0e
apd stien91hen the`e|a"onsbip usin° a0日 MideⅡ ned
锦民
黜嬲罴F料黜劣墨谶爨∷
straleg|es invo|ˇ in0ho"suc in1egraton of data and
functon G enlˉ centf{C aρ p了 0aChes ano a con1nvin0
quest`° r「 evenue9ro、″th ind|oat ng the close ConneOl}on
be0″ θen thesθ thee concepts Techno|o9yp丨 ays a
Fundamerla丨 foIe in rac""alin0these aρ ρfoaches∵ the
ana|yst9roup° °es° n to assθ tthat c"ent and business
inte‖ genCe so|u1ons ru F" mu"iρ丨 ses puttin9them
e pu′ ρ’
atthe toρ of Fs丨 s 200θ technoloo/in"ia1ves ;

u罾 叩
掩鞯箍羰窳 、
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Gettin0close‘ to c enlsis the sma^、 vay to0r° w・eˇ enues
in a time of eConomic contrε ct on∶ as you inc`ease yovf
Value to themⅡ you increase the r va|uθ to you
°n~d° esthe f了 m haVe a Gomρ Iele and cu`ientˇ iew o饣
1he c"ent but also an estab"shed re|a!onshiρ to丨 evera0e Do Mo⒃ W汁 h Less

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As inˇ eslmen1banks deeI w lh the εutˉ bac【 s that are the
inev tab|e resut o∫ massiVe Wrte do″ ns and fe、 ″er dea|s
they are increasin0|y faoed u th the cha‖ enge oft吖 in°
to do mofe W"h less thanks1o IoWer bud9ets and feWer
For eX8mp|e ac‖ ent that feρ fesents|η o0dst business staⅡ ^tthe saiη e ume.exρ ecta"0ns remain hoh{c"ent$
to the investmen1bank|n9arm ofthe碥 ght be a demand thatinVeslment banks∮ ind、 ″ays to perform
m。 lof Cus1omer° fthe comme子 Cial bankin9di∽ sion desρ te these Constraints

踯 鲫 鞫
v剑 ue” r酐 emn° olhei c"enls lo lle llm W"h lhe prope「
PjoVid|n9hi9h qua|ty c"ent exper en° es is Vnde`sbndab|y
Gha∮ en0in0when tryin9to oρ erate w th redvced fesources
Yet a$previou引 y noted the risk of|osing c"ents in a time
aρ p"cauon ol cRlvl1eChnoIo0y and strale0y a"o∮ these o饣 unGenainty and skiu|shness is very reaⅡ and lo丿 vre to
diⅡ efent龟 cets oⅠ c1ent va丨 ue can be made cIea0y and ×eeρ focus on Customer needs and sCnt men1$Cou|d
ˇ・)′ eas"y discern}b∫ e、 ″thin the system si0n‘ icanty worsen the|ong term impaCt彳 orinveslment
′^`t・ 、^
`t banks of wha1shovld o1henvise onIy be a temρ oia丨 γ
。
'' ‘・
Ⅱ叫呷°lisⅡ 叩 dge an nvest"时 bank Can ensu伦 economic setbaok Hard eafned customer relat on$hips

Ⅱ’ lhe订
、
``iⅡ
△ : 浯慊 窍拮
ue呷 ∫
锴
fq渑 睚鲆 Ⅱ己1。 币he彳 瓯 \maon°
s0nd nO of
eya山 y
cou丨 d be quick|y Iost finVestment banks
service due to Cut backs
ρrovide infF・
`ior

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萜 a to lne"fm s∞ ttom"ne
As eConomic c° nd"ions imρ acttbe r ovstomer base 1h|s
can a|so helρ {nvestment banks take a Ion9erterm and 13 κoρ ρ ρ 15

F,“ 泗 ICRM i Wh拒 Papg 3

 Ho/,can Ne“ me巾 banks im眄 迦 “扯猁宀弭峦臼″h№
Ctjttin0Co⒍ s?The reassu"n9anslver is thatthe saiη θ
0R,。l too|s that he丨 p investment oanks inc子 ease the value
ofthθ Ⅱc"ent re|at onsh|ps can have an indlspensab∫ θ side
bene∮ t bere∶ they can aIso heIρ inˇ est`η ent banks servo
c‖ ents more oos← e付ect Ve丨 y
so}η e cos← sa∽ n9insi0hts that can be uncovered
th"au0h CRM have alieadˇ been hinted atin this ρaρer
ˇVben|nvestmen1banks understand C en1|ntefests
and attf butes for examρ |e they can lr,cus the r e"o^s
moie str。 te0沧 a"y reduclng wasted expend"ures」
蛳 婴
of ptches In the same
what$ta0e a deal or pr° cess is at a"owing亻 or bolte`
coordinaⅡ on of ρeIsonne|and fesources as WeⅡ as
more accuiate and hass丨 e饣 ree reVenue forecast n0 This
ρ efficiency aod ρroductˇ ty e矸 eCt ve丨 y
`omotes for9reate「
a‖ ⒍Ⅵn° ∽ve虫 men|banks1o do moie W"h炬 ss
Don0more W"h ess fequⅡ θs some slra怡 go Ch0ces
about where and oo whom_to focus As toWerGrovρ
has asse^ed∶
Current economlc forces may force inVes men1banks
C唾 L~ to re0uCe staff or bcus the f resources on specfic
c"ents and sectofs To do so inte"i0enty requⅡes a
"凵
: new|eVe|of pe∫ Formanoe ana丨 ys|s one that pro/ides
pront。 b"ˇ me"c$acfoss muⅡ ρ e C"te"a such as by

ve雨 .0nM sy⒍ ems lt al banker gf° vp c"ent or secto` |n a hea"hy mafkθ t

these丨 ηetrcs a子 e not θs vta丨 beoause dealF|or● hides

∪dng aⅡ e× ble CRM system, pr° v de Vsers w"h an nslant Vndefpe亻 omance In the cufrent dt wn maikel "
undeislandin01fle c"en1velue
inveslment banks oan bu"d can b。 he丨 pfu|in【 ietefmining is mρ eratve thatinvestment oanks deeρ en the r
。plim泛 ed dea|processos the evθ o彳 seⅣ 忆e aρ ploρ nale understanding° ∮thθ sou「 oθ s of p`° ∮tab"ty i^
n9htilto the syslem‘ fo`an aGcount th s need not
∪sin0a CnM助 oseIy track and monlloj ho suC
a凵 t0maling formedy manua| mean prO/dn° ∽leΠ 0r serv c。
c"ent va丨
`stem!oc丨
ve emρ |oyee e“ ectveness and trends enab丨 es
to any c‖ en⒈ nonθ the|ess t
tasks and stream||nln9the |nve针 ment banks to make smarter choices about the
is imρ ortant for an investment
aρ p"cat on oitl e r reduced iesou了 Ces Where they w"丨
bank to understand when the
"ClW from one step to the next Cost o∮ ser.,ing a c"entis out 0enerate the0reates1了 elu′ ns
of a‖ 0n丨 ηent、 ~"h the va|ue
necent anaIyst op|n|on suppOds th8Cop+0nt0n1hal
of the clent to1he∫ rm §°that"can assess whethef a
b。wer so|uton of丨 ηofθ approρ rate lee」 衬fucture oou|d
be o"ered to the c"entto keep them pfoftab|e to the 嚣 姗 r
Tc・・
erGr。 up lor∽ slanCe notes lla⒈
inves|ment bank suchinsi0扌 p investment 蛳
"s can he丨focvs fedVced
banks ρrl° it眨 e theⅡ exρ εnd tufes8nd of reCent丨 ossε s and ogi由 st n0uncertainty
bud9ets on the most effeot ve actv"|es ^s a fesu‖
2008W" `″ ate o∫ do、 Vnsizing and
"ness
conso"daⅡ on a sρ
saˇ、 y Fs丨 s Wljreduce the r expense
some oFthe greatest∞ sl saV∞ sffom cRM howeVe平
base more eIF。 ct Ve|y by丨 un¤ amenta"y fpenginee"n0
come∮ fom the automaton and pfoce$s strθ am"nin0
the r bVs|ness processes stfeaiη
aoh evab e w"h CRM loo s TO jealˇ ∫ook at hoW "nin0to9a|n
cost e"iGiencies8nd a° εr
c"ent cen1nc slial∞ ies can be embedded⒑ 1hin the f "1y Fs丨
is essen1aI Howeˇ
downsizln9a{one cannot|ead s to0featness ^s
or0aniza1ons inˇ estmen1banks need to dr"dov,n to
the industr,ev° |Ves,Vth g|θ dronic transact on`Io Vs
the|evel oF c‖ enⅡ ∮
acing ρ eed automat on inte`connectVty and° n"ne se″ ice
`ocesses 0reater sρ
ConsistenCy and efficiency in Ihese ρr° cesses benefls
capao"tes have become a necessty I$
the c"ent as much as it does the ffm,so nne tvnin9and
standajdizin9c"ent ldcin0processes is a na1ural pa仗 o‘ As this passa0e su9gests both proCess and teChnolo9y
imρ |ement ng a Customer centr c slra1e0y ∪sin9af|exi0Ie a`ec^"ca|to survⅡ a| Downs讫 ing w1hout acCompanyin0
0RM syslem nvestmenl banks cao oⅡ 凵 oDlim泛 。d ded_ e竹 ods1o(enne pr° cesses and use automaton and
浏 ⒄ al ng⒗ m吵 eave in/estment banks
interoonnect V|y to offset cVts/." 丨
槲 ‘m"ning the“ c,vf子 0m0ne steρ to unab|et° °ρefale fes"e ltly This Cou|d expIain Why ln
1he next ˇ
ˇofkfIlV/too丨 s de】 ne exacuy vvhat needs1o be sρ te of bud9et cutbaCks in° ther areas many1rms are
done as ρart0f each pfocess e minatn。 confusi0n and increasin9the rtechno|o0y bud9ets}"seems c|ear that
redundancy For oompIex processes|nVo|vin0mu tiρ Ie teChnology吟 essent a|to eoab"ng Ⅱrms to succee0io
stakehoIde`s such as亍 0ad sho″ schedu"n0 steρ s can sρ
be automatca"y assi0ned10teaiη membe「 s and can fun "e0fthey
VVhere th0se
can Cvtbacks As|nVestment
foous1he rtθ °9y banks
chn° 丨 examine
bvdgets to0ive
Conourren"y orin succes引 on as approρ them the0reatest advanta0e under ourrent economic
fCr smoother coⅡ aboration and time savlngs
"ale MuⅡ
a"llv,in0
iρ le
c° nd"i° ns a CFlM system s ab"tyto suρ ρon b° th c。 st
individuals can se丨 γe ac"ent as ρart ofthe same ρr° cess ef∮ iCiencies and ne、 ″ revenue oρ ρodvn"ies maRes it
Ⅱ
n a c° °rdinated manne「 because eve丨 γ pe`son沔 keρ l
,Vorthy of ser ous conside`au° n
y inf° rmed throu0hthe CRM system s cenl`aI泛 ed
ρo nt of rele,ence AtanyⅡ me Wo伙 n00roup members
`u‖

or eXecutves can checkthθ CRl0system to see exaot y 1‘ Biu仓 1p 4

15 κopρ p9

p-c:M{whie两 pe 4
 Find Creauve Revenue opportuniues
Costˉ Cutting|s cotoa|to,veathe`ng ado″ nturn 8ut is
it enou0h to he|ρ investjη ent banks th"ve in the|on0
te丫 m?ToWefGrouρ notes∶ 1n1he years ahead a key
laotorfor comρ ettve d|仃 e`ent alon、 ″⒒0e the a0"ty
lo counte子 the ρre$sures° n pfo"t}η arglns w th muCh
mofe thao iust c° st e矸 iCiencies successIVl Fsls wJ find
creat ve「 gvenue sOu`ces to sustain cont nuin00ro、 v1h
and ovela"pro`tab"ty |6冖 ‘inˇ estment banks seek ne、 ″
ways to gfow orllanica‖ y n° 1
旧 banks aCbieving the r vision o彳 an ef彳 eot ve0|oba|
黯 :默 摁 谳 F⑾ ∷ ⒏ 嚣 I胬 诺 t石T冕 摆
to uncove・ new ideas and they afe increas n9ˇ under
r岣 ue锬 eam⒍
T滞
pα em闾
棚ξ
牖 sd
fevenue Luck"y lhis
ls anothe子 area丨 n、 ″hich9ooo
c"ent|nte‖ gence。 an pi° vide|mmeasurab|e Va|ue
丨n addt|on to helρ ing ρinρ oint0ppoiunties w"h
individuaI c"ents deep oRlvl data|s8t`easVfe t`oVe
that can be mined to unco∨ e`ne、″ideas and potent81
・evenue玫 reams As investment bankln0ρ ersonnel
en9age|n re9u|af interact ops w"hc1ents aCCording t°
the re|a"onsh|pρ |an they have亻 fequent° ρρortuni‖ es1o
tsleo to c"ent ConCems of饴 edback that can heIP identily
serv|oe9aps and° ene子 ate ideas ror new° “ef n9s
sim"eny Fan|nvestment bank is considerng a ne、 V
se~ice o仟 er n0but,|,ants to test tbe|dea before invest ng
in 1 c}ose c"en1feIali° nshiρ s and re9v丨 ar pIanned
interac"ons provide0reater oρ po"un r,t° so"c tinρ ut and
0aUge intere$t~ˉ ρotenua"y creaun° a bu‖ t|n markel彳 or
1he o iern° be{σ e"e enlaunches
sim"ary inVest ηent banks that`oous on$trategica‖ y presents eXce"ent opp。 dun"|8s fofinVestment bank,,
bu"din0up c"ent inte‖ 0ence have the pe∫ lecl informat on
W"h n the″ CRM syslems to ρeilofm acvanced ana y由 s
t0sρ 0ttrends and idenu,impo^anl corre auons that
oan he|ρ them gain ins,° htinto potent a|oρ ρoftUn"ies
F° r。xamρ Ie |ooking atthe common attf bu1es olthe r
most va|uable o"ents o「 most e竹 iCient dea丨 s Could he|ρ
inVestment banks refne the∫ r st‘ ate0ies and rocesses
ρ
AnaIyzIn0t`ends aro△ nd revenue sov子 Ces and c ent
ietent on rates can heIp investment banks see exacly
the,● ays in、 ″hich mar^et Vo∫ at‖
"y and the
are h"tn。 the f‖ rm_ˉ and the r c"ents-— and cre01crvnch
react mo子 e
欲rale0ica‖ y st0ppin9ne0at ve1rends in the`1「 acks
before it s too|8te and sρ ottin9pos1ive trends they cen
take advan1ege o彳 befo‘ e the comρ etton
ˇˇth the C"ent data!o uncoVe丫 n⒐V|deas an【 ,the o"en|
re|at onshiρ s to help test and va1date1hem investment
banks Can den⒒ fy more c・ ed ve revnnue oρ po^un"es
and ρvrsue theη w th丨 o″er`isk
16 lb d
Take Advantage
of G oba|0ppo吐 un汪 ies
Today manyinves1ment banks oρ erate on a0Iobal bas|s
For most 】 he proCe$s of0eC0min0a0∫ oba丨 bvsinc・ ss has
had its g`o、 vin9pains l any Ⅱrms h8ve stfu90|ed、 vth the
cha‖ en9es of9r° win9thfou0h rrei0e子 s and acqu1st丨 ons
and trvin0to coiη bine disρ arate systems pr° ce$ses
and cv tvres∶ others have iaced sim‖ ar cha"en0es
Wben exρ andin9o勺 anica‖ yinto new markets w th new
fe0uIat ons and consideratons Fo亻 a Iot o‘ inˇ e$tmen1
business i$s11 令work in pro0ress
C`aⅡ en0es aside the current eoonomio s tua"on offe「 s
a ρeffect"丨 ustfa‖ on of Why 9° in00|oba| can° “ef
9feat beoe∮ ts to inVestmen1banks ^s interconneCled as
、″ord economies are eˇ ents thal WC rk1o thθ detf ment
o亻 one Coun1γ s econ0my° the( As a
case in ρoin1 、″h"e1he∪ s "ensu⒍bo|ster
ρ an° Vreakin0
economΙ c havoc8round the Word tis "me haˇ is、much
Crsis in°
harsher|mpact on deˇ e|oped econom|es than on
θmergin0ones ˇ Vh"e some countries are k,racin9‘ or
an unoe△ a|n and v° 丨atJe year econ° m|ca‖ y olhefs are
pos"ive|y buⅡ ish N0F orovv h∮ orecasts Fo子 200gF。 r China
(i0%) Rvs白 a lO5%) and nd a lB4%)s onmcanuy exceed
the a【 ・
ia0e ol475%Wo"dW¤ e and22%lo`ndv哎 na|
% 冫sim"a竹 y
Count"es notlo men小 on the∪ s s Weak】
,Vh"e ,l&A actvty may be s|u0gish in EVrope and Nofth
Aferca Ιis heatng up in◇ ther8feas∶ in a recent CF0
stuoy lo子 eXanρ 呛 475%of CFOs∽ China rθ ρoRed tha!
they are p|annin9an acqui$"ion in the next12months
end221%ρ |an to se"ρ art Or a‖ of a‖ fm⒙
this re9iona|va`at on in the)mρao1o{the ored i CrunCh
verGfouρ po nI$out To miⅡ m⒓ e the imρ ac1
^s TC・ment banks mustlook for deaInow in neW maiκ
inve虫 ets
and use teChno丨 o0ylo sou|Ce ne、 V deals and eF{ioien1y
manage eX心 tng t`ansaclions 9
ˇVhat th)s means is that a dive;s fied9{oba{investment
b8nk w1h1he`esou`ces and"1ifas1rVCtVre to sVpp° rt
st`ate0lc puisu"of、 ˇ or dVJloe opρ odun‖ ies【 s in a ρerfect
ρ0$1i。 nto m"I0ate the enec1s of1he sub ρ apse
"fre co‖
This is、 vhere the rubber meets the foad亻 of9丨 oba|
investmθ nt banks∶ do they have the systems|np|aoe to
t8ke advanta0e ofthese cond1ions?Those tha【 io can
ρ|aCe1he「 亻 ocus on re0ions o∫ 0ro/,h and si° n"ioant y
offset the impact o∫ the do、 ″ntVrn
1冫 H nes
1θ 0vko Unive吣 Ιy ano CF0Ma9铉 ine 01keJCF0
klaq″ ine G丨 oba|B1!sine。 s0v‖ ook sV`ˇ ey
URL|,M,v dosVrVeJ or9
19 BrueⅡ p 2
P,,i,u CRM |Wh馋 pao吖
 Used in tandem °|oba|stfate0iθ s and cvstomer Centf c
stfate0ies彳 ηay just o“ er inVestment tkinks lhe gfentest
adVanlage ye1 0f coursθ ,rθ gafd丨 θss o亻 the r re0ion of
opefat on inˇ estment banks can use the aforemen"oned
Customer Centnc strate9ies to deeρ en the`c"ent
re丨 at onshiρ s maXimize the VaIvθ and oρ portun ties
饣 some dea|s afe gettin0done but b8nk。 rs are
ro丨 η the`G"ent base and cu1costs through ρf° cess
0ρ timizaton and automaton But when tθ ken to the
0|0ba丨 |eve| the° pρ o^un"ies madθ ρoss|ble through
this scenano expsand dramatca‖ y
Fortoda/s investment bank a t丨 ve 360dθ °ree
viθ w is a o`o0刁 ∶one thdl了 eveε |s
oρ ρodun"ies
Wofcmde Va丨 ue`360de0ree and oonnec1ons ∪sin°
c"ert vie1|●
this VieW an invest ηent bank s opefalions|n|ndia or
nvss|a f° f examρ le.can sθ θ JhiCh businesses and
t・
ino~iduals the inˇ estmenl bank has re丨 ationships wth
in other re0ions and use this in+ormaton and「 e|ated
contacts to he|ρ bv‖ d ne,o bVslness in the「 re9ion The
simρ |e妇 ctis thatiVst as investiη ent banks h8ˇ eg° ne
0|oba⒈ so have ther c"entε
鲡 趼 t咖
resoufoes and inffastrudufe
槲 槲 喘
dient ol an|nˇ eslmen1bank
∶
黼鞴甜
哕 黼酗鳓
mit9ale tho effeots ofthe ∪s `刨 a"onship to approach
sub-pr me co"apse the cvefseas oρ e`a"0ns
about M&A deals o「 f|nancin0
°pρ °dvn"ies 丨n1hi$ vay
inˇ e$tη en10enks can bu"d lhε r felalionships w"hc"ents
g丨 °ba"y eXρ andin0the re|at onshiρ 0n a who|e neW{eVel
and takin。 itto new hei0hts ofloya"y and ρfo∮ 攵ab"1y
As nve致 ment banks Iook lor cfeat~e Wa/s to0lo,・
Vndθ
`current economic cond t|ons the smad ones
‖thhk beyond lhe conf les ollherlegon By lahng
v●
ouslomeⅡ cθ ntnC stfalegies lo a91oba|Ie。 e1inVestment
banks stand to benef"in an unρ recedente0manner
η the e“ orts and investments they have made both in
fro丨
in1ernat onal θxρ ansion and ln1her c"ent re丨 al|onshlρ s
COnClusion∶
The Time to Actls NOW
ˇVh"e inˇestmenl banks are bound to tε ke oi矸 e子 ent
aρ ρroaches to、 ″eathe"n0curfent eCon° mic cha"eρ 0θ s
ψhal seems indisρ u|abIe is lhatthey w"have to take
acton of some kind to e矸 eCt Vely supvive them
The`eis u`9enGy behind this need IOr chan9e As
evldenoed b/the cfed t crunch of2oo7Ⅱ TCrAe"3foVρ
notes hes"ancy in respondin9t0the ρc・ r,erfu|
comρettve an0marketforces that haVe been rockin0
the industry ooV丨 d haVe devasta"n9consequences
The Tov。 GroVp T。 p io sh° u丨 d encoura0ea‖ indU§ fy
partic|pants to start takin0act on ri9ht aWa” ρadioular y in
Ⅱ9ht olthe number1tyJs ness dnˇ er for2∞ 8∶ ǒ汩 f/l/y⒛
∈seWhere 丁owerGiouρ has sUmma子 zed the curren1
s tvat on ln inve$tment bankin0as fo"oWs∶
sCoVi n9the landscaρ e for more to do so e“ Icient y
an investment bank neeos an e矸 θot Ve business
inle"gence0ather n0caρ ab"ty and|t$lT dθ ρanment
therefore needs to bv"d a deel m8na0emen1system
c"θ nt that acts as a p° rta丨 to access inf° rmaton deve丨 oρ
ideas and、″in c"en‘ mandates ^n inVestment
banke|sau"tyto ρan I° r the0od of竹 nanC n0deas
by qvickly si“ in0throu9h neWsf。 edsⅡ malket data
market cond tions and corρ orate actˇ
a Compet"ve d fieren"atoⅡ n tⅡ s malket "y llle
becomes
datd
ana|ysis must be oonve衬 ed quickly into a coiη pe‖ in0
proposa|to ptch t。 ac"ent2|
_ˉ em can p}ay
This is eXaCty the r0丨 o|he nght CR|`$ys‘
estmen1bank ac“ n9as1he bub IOrinsi0ht
w thin an inˇ
e
aoout c"ents Contacts end deaIs and卜 e|ρ in9aρ ρIy that
nch data in drVln0forvard ρ子
0"lab丨 e dea丨 s
ln this wh"e ρape` We have ρesented nvmeiovs dine子 ent
、
〃ays in、 ″hich cVstome「 oent"G stfate0ies can he|ρ
|nˇ estment banks0rovv revenves8nd cut oosls to he|ρ
coumeiad lhe ne0a0Ve θ们eC1s oiˇ datmly aic unce“ a nty∶
by denving° 孓 eatef Va丨 uθ from and insi0htinto the f
e"ent base 0y inCreasin0ρ foduCtVty and stream‖ ning
ρ子0Cesses 0γ f|nd∶ ng Crea1Ⅳe reˇ enue sotrces and b/
ta幻 n0advanta° e of eXist卩 g re丨 at onshiρ s t0exρ |o"0|0ba丨
of。 pp° rtunitv ise contend that0y usin0CRl。 lt0
ρ0Ck。 ls
|mρ bmentthese cuslome卜 cenll c strateges inve欲 ment
banks Can not only sVr iVθ the cfe0t crunch bu1thr Ve in it
Wh⒒ e it i$c"t Cal t0atthey ac1immediateIy to emb「 ace
/
investment banks can fest
Customer oentr c strate9iesⅡ
assured thal sVch a moVe is ne"her a qu|ck FiX nor a
sho^tefm solu"on Byin1roducin0too|s and stra1egies
thal ρ ide more c‖ ent Focus and|nsight in。 e$tment
`oˇ
banks are taking part|n a se smic shiⅡ in the indus“ γ
tC Ward Cuslome「 centnc oρ erali0ns When the sta"ed deaI
ρipe"ne restads inVestment banks that have ρut systems
and strategies|nρ |ace t0|ncrease e矸 iciency and deeρ en
c"ent re丨 atonshiρ s w Ⅱoe bette子 ρ0s"i0ned to win new
manda1θ s and completθ exis0n0dea|se付 θo"ˇ e丨 y F° rth s
reason eVen if steρ s taken no″ are|na|do‘ animmedi蔹 e
need dve to cu`fent maiket cond tions lnˇ est`η ent banks
should not be sho"si9hted∶ tbey should take care to
ree眄 ineei ρroGessθ s to be eflect Ve ove「 the lon0term
as、 vel and cboose fIeXible ρoWθ rlu丨 suρ ρ 0^in0soIt tions
tnat、 ″i"θ vo|ve、 ″th1heⅡ Customer Gentr o strate0ies |n
doing so they W"|nol only emρ owerther emp|oyees to
dehveˇ aⅡ e and0ro灬
^h n the shodandterm0ul
resl|ent ρla0orm彳 or on0oin0insi0ht Creale
rθ tufns∮ lom a
the r
customθ cent`c strate0ies
`ˉ
20 ×opp p2
21 Brue| ρ 4
-J圊 l VV ￠Pal,e, 6
F0冫 more informat on or a Comρ Iete"s10(our w° rJdW∶ de Ces,ρIeaseˇ ∶
o“ ∶ sIt WWW piv° taI Com

¨∶ ∶ ∷= ∷. △ "I ∴ ●● i ∴