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Is Your Onboarding Process Repelling Your Customers?

April 18, 2013

So you’re excited your onboarding program is off the ground. Your staff is following up with new customers or members after two weeks and beyond. If your onboarding program is anything like what we see at many financial institutions, it may resemble one of these two hapless scenarios:  The Passive, Marginally Effective Courtesy call – [...]

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The #1 Obstacle to a Banking Relationship Management Culture (plus a solution)

March 26, 2013

Whether you attended my relationship management sessions at the Jack Henry Associates PEC conference or not (thanks to those of you who did), this follow up will provide some insight for resolving challenges to developing a banking relationship management culture that many of you shared after my sessions, at the round table discussions and talking [...]

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Three Banker Concerns About Staff Generating Revenue – Banking Relationship Management Blog by Bob Romano and Barbara Sanfilippo

April 26, 2012

We asked an executive of a well-known core processing company with a CRM component what “people issues” their call center and trainers were asked repeatedly. After surveying these groups, the executive found they were receiving many questions on culture and behavior and how they could help the clients in these areas. Here are three examples [...]

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A Big Reason Your CRM Initiative Might Fail – Banking Relationship Management Blog by Bob Romano and Barbara Sanfilippo

March 20, 2012

Many banks and credit unions will adopt CRM and the initiative will either fail or hobble along without their expected return on investment.  A big reason is they will put more thought into implementing the technology than they do on a plan to get their staff to buy in and use the software as a [...]

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Will a Hi-Tech Branch Truly Impact the Customer Relationship? – Banking Relationship Management Blog by Bob Romano and Barbara Sanfilippo

March 1, 2012

Bob Tramontano, Vice President of Marketing at NCR Corp, had an insightful observation in yesterday’s NAFCU Services Blog. He questions how much the member or customer experience is enhanced and service is increased by “beautifying branch design, speculative ‘prototype innovation’ or ‘using popular modern communication methods’ like texting, etc”.  Despite all the investment in branch [...]

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Customers and Members Are Sick of Being Sold to – Banking Relationship Management Blog

February 8, 2012

Don’t get the wrong impression – Bob and Barb are all for selling. We acknowledge the thousands of front line staff that use cross-selling skills with a mindset of genuinely serving their clientele. But that doesn’t change the proven research: many customers and members feel your staff is more interested in selling them something that [...]

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Are You Hindering Staff Sales Performance? – Banking Relationship Management Blog by Barbara Sanfilippo and Bob Romano

January 17, 2012

Why is it some of your people have no problem generating business while others seem reluctant to pick up the phone? Why does it seem like you have to constantly lean on some people to get their sales numbers up? The short answer to all these questions is all businesses have three different types of [...]

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What You Can Do About Declining Loan Business – Banking Relationship Management Blog by Bob Romano and Barbara Sanfilippo

December 1, 2011

Do these words from a recent Wall Street Journal article explain why your loan business is down: “Unemployment remains high, driving consumers to spend less, and small businesses see that and they’re not going to put the money into expanding or hiring new people.” Yes we know, it appears the “low hanging fruit” has been [...]

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Points Don’t Build Loyalty… Relationships Do Banking Relationship Management Blog

November 8, 2011

The Wall Street Journal article last Friday 11/4 was titled, “Starbucks Profit Surges on Loyal Sales”. A telling paragraph said, “Like the rest of the industry, Starbucks has been battling rising coffee costs and a struggling economy, but it has shown more resilience than many of its competitors, as consumers remain loyal to the brand [...]

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3 Timely and Valuable Insights From a CRM User Conference – Banking Relationship Management blog by Barbara Sanfilippo and Bob Romano

September 28, 2011

Last week I (Barb) was honored to make a presentation at the annual Symitar (a core processing company) users conference. It was on maximizing the ROI of CRM software by developing a banking relationship management culture. I also facilitated a CRM users roundtable and served as one of three people on a marketing panel. What [...]

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