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While financial services institutions must address the current economic situation and react to the far-reaching underlying changes to the banking ecosystem, they must also look beyond today's crisis and prepare for tomorrow through innovation and new business models. Offerings may vary from bank to bank, but what will truly set the bank apart is the experience one creates for the customers. In the IDC Asia/Pacific Advanced customer care and Retention 2009 poll, nearly 50 percent of the respondents saw customer care as a way to generate revenue - and many are ready to go beyond traditional customer relationship management. Information and analytics hold valuable insights into improving products or generating leads for the sales and marketing departments.
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