1. Next Generation CRM
23rd July 2013
WELCOME
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wifi: Tquila Guest | password: tquila12

2. John Godfrey
MD Financial Services Practice
Tquila are the leading Salesforce.com Platinum Partner
Tusmor are the leading challenger bank consultancy
Welcome to
Robin Brownsell
Director at Tusmor
Paul Andrew
Co-founder
Liliana Osorio
Director Social Practice

3. Everything has changed
Challenger banking
User experience wins
Crush time to value
Discussion
Engage with insight
Social Command Centre
Agenda

4. EVERYTHING HAS CHANGED

5. Then @work

6. Then @home

7. Now @work

8. Now @home

9. We are all social now

10. User expectation has shifted
mobile | share | buy | recommend | play | pay

11. Brand isn't enough,… insist on building a direct
relationship with the customer. It's not enough to
have a name and an email in the database.
Thanks to digital tools that your customer has
invested in, you have 24/7 access to that
customer. But only if you can make it worth their
while to engage with you digitally.
James L. McQuivey
principal analyst at Forrester Research,
author of Digital Disruption.

12. CHALLENGER BANKING

14. Working with the FSA (FCA) for over a year defining Barriers to Entry
for new banks
Designing improvements to practice and procedure to mitigate those
barriers
Working with HM Treasury on Barriers to Entry in the UK Payments
Systems.
Working with BIS on financial Barriers to Entry.
Political barriers to entry removed

15. Progress being made
Tusmor Incubation service – working with 5 new banks planning to
launch by summer 2014. (subject to their financing)
Will operate on the Tusmor Banking Platform
Now requires £10 million capital compared to £100 million
Platform is shared and therefore delivers significant savings
Time to market is 6 rather than 30 months
Tusmor’s aim is to enable and support hundreds of new local banks

16. The transforming finance charter

17. The transforming finance charter

20. Winning customers

21. Winning customers

22. Tusmor.com
Robin Brownsell
e: robin.brownsell@tusmor.com
m: +44 7710 489100
@robinbrownsell
#BankingMatters
---------------------------------------------------------------
http://transformingfinance.org.uk/charter/
http://www.allstreet.org/
Tusmor

23. USER EXPERIENCE WINS

24. Better experience is adopted quickly

25. And getting quicker
Source: www.paymentsnews.com

27. Better experience gets better results

28. Experience is a journey
influences
First touch
Next touch
influences
Next touch
influences
search | research | browse | share | buy | recommend | play | assess
tweet|email|post|phone|store|ATM|branch|mobile

29. Usable
Valuable
Feasible
Pipedreams Gathers dust
Follies
Getting it right

30. EMERGING EXPERIENCES

51. • For employees
• For partners
• For customers
If everything is changing…
Reclaim and redefine
CUSTOMER RELATIONSHIP MANAGEMENT

52. Make CRM…
• Engaging
• Easy
• Valuable

53. CRUSH TIME TO VALUE

54. Be gutsy

55. At lightning speed

56. Engaging interfaces…no longer cost £millions

57. Let your customers (users) shape you

58. Bite sized
Photo: Jonas Raab

59. HOW TO DO IT

60. 1 Create great ideas

61. No need for 752 new business ideas
Source: Gijs van Wulfen

62. Just one or two good ones

64. 2 Build stakeholder trust

65. Tell stories

66. Bring it to life

67. 3 Move fast to value (or
fail)

69. 1 Create great ideas
2 Build stakeholder trust
3 Move fast to value

70. ENGAGE WITH INSIGHT

71. InSight | British Airways
CORPORATE
INSIGHT
newsstructure financesrelations
Alert #4 – Lorem ipsum
Alert #3 – Lorem ipsum
Alert #2 – Lorem ipsum
Alert #6 – Lorem ipsum
Alert #5 – Lorem ipsum
BARCLAYS
ASSETS
where topics
Meeting
Joe
SIBOS
Golf
Brisbane
add filtersort
ACTIONS
EVENTS
info contact go
Alert #1 – Lorem ipsum
Social Relationships
event details
C R M
C R M
Executive insights
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Ipsum
Lorem
Ipsum

73. • Use it
• Can be tailored
• Pop-up version on site

74. THANK YOU
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