The Missing Middle: Building Customer Value in the Post-CRM Environment

Martin Schultheiss, Managing Director, Mass Affluent, Nedbank, Johannesburg, South Africa
Maggie Kelly, Director of Marketing, American Bankers Association, (moderator)
Keith Von Seggern, Managing Principal, Customer Value Enhancement, Carreker Corporation

ABA Telephone Briefing/Webcast
July 18, 2006
1:00 – 2:30 EST

Which is it?  When strategic execution falters at the front line – when a CRM installation disappoints, or sales momentum drops off – is it the strategy or the front line? 

Neither, according to these two leaders in Customer Value Management who advise instead: 
“Your middle is missing – all those executives between the CEO and front line whose job it is to translate, interpret, and add value in both directions.  The neglect of the middle is a widespread phenomenon that unfolded slowly, its absence unnoticed until failures of strategic execution became almost epidemic.” 
From “The Missing Middle,” a whitepaper by Keith Von Seggern

This 90-minute, live program will describe how one bank solved the problem of "the missing middle" to triple sales productivity by 288% in Small and Medium-Sized Enterprises and double it in Mass Affluent in less than a year. Learn how your bank can reap more profitable customer relationships and a consistent, managed customer experience.

Topics include:

• The gap between strategy and the front line – why it occurs and what it costs
• What it takes to close the gap:  composer, conductor, orchestra
• A mid-sized bank’s success in closing the gap and building customer value
• How executive management approached the challenge
• How the front-line experienced the change
• The role of “the middle” in sustaining the change

Register for This Event

Contact: Ann S Cave
email: ascave@checkfree.com
phone: (678) 375-4039