Session Description:
The challenges and opportunities with onboarding new customers are well documented and understood. Attrition during the first year of the relationship is the highest of any time during the customer's relationship, and the opportunity for selling new services during the first 90 days is unprecedented.

What is not as well understood is the power of successful onboarding on the new customer experience. Why do new customers leave a bank so early in the relationship? What does it take to improve the new customer experience early in the relationship and what is the financial impact of the improved experience?

This session will illustrate new findings on the potential of a successful new customer onboarding process and will provide a clear direction as to how banks can quickly gain a competitive advantage by focusing on easy to implement, high impact strategies. By using a narrow range of customer insight as well as demographics and firmographics, best-in-class onboarding programs are moving the needle on attrition challenges while improving revenues and customer satisfaction.

Participants will learn specifically how best-in-class onboarding programs
have:
Decreased attrition
Increased cross-selling and revenue
Improved customer experience scores

This program is appropriate for senior financial executives responsible for Retail and Small Business Bank Marketing, Customer Experience Officers, Market Research and Strategy teams and Product Managers.


 

Telephone Conference Presentation
On Tuesday, May 20, 2008
At 2:30 Eastern/11:30 Pacific

Presentation by
Jim Marous
Director, Marketing Services
Harland Clarke  

James.Marous@harlandclarke.com

About Jim Marous:
Jim Marous is the Marketing Services Director for Harland Clarke.  Jim specializes in serving the financial institution industry sector, assisting clients in the deposit, loan, investment services, electronic banking and
small business product areas.

Jim has over 30 years of financial industry marketing experience, working at various banking organizations in the Midwest prior to moving to the direct marketing agency side of the business 17 years ago. During his tenure at various direct marketing organizations, he has worked with more than two dozen leading financial institutions in the US and Canada as well as providing support to firms in the retail, hospitality, travel, and B2B industries.

About Harland Clarke Marketing Services:
Harland Clarke was formed in 2007 by combining the products and services of Clarke American Corp. and the printed products segment of John H. Harland Company. Together, both highly respected companies have over 200 years of combined experience, each with a rich heritage, traditions of innovation and performance excellence. Harland Clarke offers an expanded suite of direct marketing services, delivery and anti-fraud products, contact center services and checks and check-related products to the financial institution market, including banks, credit unions, thrifts, and securities firms.

Harland Clarke is a leading provider to financial and commercial institutions as well as individual consumers and small businesses. The business subsidiaries and brands making up Harland Clarke include: Alcott Routon, B2Direct, Checks In The Mail, Clarke American, Harland and Liberty. The company, headquartered in San Antonio, Texas, has a national presence with over 16 manufacturing facilities and 11 customer service centers.