CRM technology helps credit unions enhance the member experience, increasing loyalty and satisfaction

Results from a 2018 survey of 250 professionals from 230+ credit unions regarding CRM system adoption and satisfaction.

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State of CRM Report Insights

  • Provide tablet-friendly, web-optimized user interfaces for front-office staff
  • Improve presentation of customer-facing reports

Improve customer experience

  • Use a CRM with built-in referrals and assignments
  • Extend campaigns through email
  • Extend customer touchpoints to mobile and self-service channels

Omni-channel delivery

  • Track customer concerns and flag high-priority items
  • Record post-service disposition
  • Analyze other channel interactions and holdings

Stabilize and ensure customer retention 

2018 Credit Union CRM Report

About authors

In its mission to ensure Americans have unrestricted access to a vibrant cooperative financial system, Callahan maintains CreditUnions.com as well as publishes a suite of print publications, including Credit Union Strategy & Performance, Callahan Credit Union Directory, Callahan Collections, and Supplier Market Share Guides. CreditUnions.com is the leading source of data-rich, actionable content for the credit union industry.

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Doxim is a leading provider of SaaS customer engagement software for banks, credit unions, and wealth management firms. Our Customer Engagement Platform helps transform customer experience, increase loyalty, and address key digitization challenges.

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The ecosystem of CRM systems has evolved, offering institutions a wide range of choices, with varying levels of customization from turn-key out-of-the-box solutions, to fully bespoke systems tailored to an organization's specific needs.

That's why we partnered with Callahan & Associates to survey credit union executives and tease out their perspective on the CRM system marketplace. Our goal was to better understand and quantify credit union CRM system adoption and satisfaction

The results of the survey indicate that the considerable financial upside of enterprise-wide CRM awaits those credit unions whose leaders make the right technology investments. But equally importantly, these leaders need to spearhead a wholesale cultural change across the credit union to drive adoption and utilization of CRM and business analytics for personalized service. 

Organizations that prioritize these initiatives will identify new opportunities to engage prospects, deepen ties with existing members, and meet or exceed essential financial goals. Here are some of the ways CRM can help you enhance the member experience, increasing loyalty and satisfaction.

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