Customer Effective: FinServ and Microsoft Dynamics CRM - A Growth Platform for Investment Banks

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Despite the widespread interest and anticipation of the high-profile Facebook IPO, investment banking revenues have recently been declining. Fees from underwriting, capital raising, trading activity, mergers and acquisitions, corporate reorganizations, and restructurings of equity and debt have all slowed down. Weakness in Europe, lower IPO demand, skyrocketing regulatory costs, declining trading volumes and margins, more restricted liquidity and leverage limits, and excessive write-downs and litigation costs from the U.S. housing crisis are all to blame. With such challenging market conditions, investment banks can no longer focus solely on quick hits and short-term earnings boosts. Instead, many investment banks are choosing to overcome increasing global volatility and the forthcoming regulatory uncertainty by becoming more client-centric than product-focused. Relying less on offering the latest and greatest complex derivative product, investment banks are recommitting themselves to securing lifelong client relationships.

To aid the transformation of their operating model, many investment banks are now investing in the Customer Effective: FinServ solution, which leverages Microsoft Dynamics CRM 2011 to offer a flexible, scalable, and comprehensive client relationship management system that is tailored to the needs of capital markets firms. The Customer Effective: FinServ product suite can be integrated with existing in-house core systems and market data sources to provide investment banking sales, trading, and research divisions with a single, unified view of clients, prospects, strategic partners, and external advisors. Having such a centralized and accurate 360° view of all sell-side and buy-side relationships, target deal profiles, and referral sources gives the firm broad, valuable insight into its business. Additionally, investment bankers value that Customer Effective: FinServ offers pre-built industry specific KPIs, reports, dashboards, and decision support tools to help segment and target more profitable clients and uncover and close more cross-sell and upsell opportunities in the deal pipeline. Furthermore, industry best practice workflows are available to automate cumbersome, manual-intensive processes and save time. Moreover, global dealmakers value that this CRM solution operates directly within their familiar MS Outlook application. In particular, road warriors can always stay connected as it is accessible via mobile devices, too.

Overall, senior management, deal teams, and front office personnel that adopt CRM 2011 experience enhanced productivity, as they find it much easier to collaborate cohesively and locate, monitor, and track critical deal profile data related to capital raising initiatives, book-building efforts, due diligence milestones, client onboarding, and client interaction history. As a result, all of the investment bank’s clients receive more high-quality, targeted advice and services. Thus, private investors, pension funds, endowments, insurance companies, and other institutional investors across the board appreciate the enhanced consistency and service quality that come with a more client-focused approach. By eliminating the firm’s previous product-centric mindset and leveraging CRM, the investment bank is better positioned to strengthen and deepen relationships with its top-tier clients and ultimately increase its revenues.

To learn more about how Customer Effective: FinServ and Microsoft Dynamics CRM 2011 can serve as the growth engine for your firm’s investment banking business, increase wallet share, and integrate with disparate data to remove product-aligned silos, please visit

Post by: Kevin Wessels, Customer Effective, Florida/Georgie Microsoft Dynamics CRM Partner

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