The Changing Face of Customer Relationships

Gill Walker speaks at City Business Swap

In this presentation 'The Changing Face of Customer Relationships' at City Business Swap in 2011, Gill Walker gives a rollercoaster overview of how business relationships have changed over the last century or so. Gill highlights how a successful CRM solution can enable a modern business, run by technology, remote from its clients, to deliver the high quality relationships that clients crave.

As little as three generations ago, all relationships were personal - it was the only option.  Details of transactions were held in larger, leather-bound ledger.  Money was moved from one account to another using pieces of paper - aka cheques.  Now, in the business world - especially business to consumer - personal is rare.  In this presentation, Gill shows how three generations ago, most people knew their bank manager.  The bank manager was often a neighbour who lived in the same neighbourhood, and frequently moved in the same social circles.  Since then, we have moved to the other end of the spectrum, where a bank manager is probably not in the same town, and frequently is not in the same state.  Transactions are recorded electronically, and cash and cheques combined make up a small proportion of the movement of money.  Three generations ago, many people had the same bank manager for much of their life.  Now, typically, your bank manager changes every few years, and it highly likely likely that the two of you will never meet.

My business bank manager is in Melbourne although I am in Sydney.  My personal bank does not have any branches.  However, through their use of technology their 'personal bankers' are able to give a very personal feel.  You and your team can achieve the same effect, with Successful CRM.

The lighting in the event room was poor, so, the video above is edited.