CRM Roll-out
Lloyds TSB Group PLC
21 June 2001
60/01 21 June 2001
NATIONAL ROLL-OUT OF CUSTOMER RELATIONSHIP MANAGEMENT PROGRAMME
In February 2001 the Group announced a series of revenue growth initiatives in
the key areas of e-commerce, wealth management and the delivery of its
Customer Relationship Management programme and real-time banking systems.
These initiatives are specifically designed both to improve the Group's
service to its 16 million customers and to underpin the Group's future revenue
growth ambitions.
At a meeting with city analysts in London today, Lloyds TSB provided a
demonstration of its Customer Relationship Management (CRM) and real-time
banking systems which are presently in the process of being rolled-out
throughout its UK branch network.
The key areas covered in the meeting are:
* The national roll-out of the Group's CRM programme.
* The Group's business segmentation policies, particularly in retail
banking, business banking and wealth management.
* Improvements experienced so far that highlight strong growth in product
sales and increased customer acquisition and retention.
* The success of the Group's range of added value current accounts.
more/...
NATIONAL ROLL-OUT OF CUSTOMER RELATIONSHIP MANAGEMENT PROGRAMME/...2
Peter Ellwood, Group Chief Executive of Lloyds TSB, said:
'Through the implementation of our state-of-the-art Customer Relationship
Management programme we have created a robust platform for positive sales
growth and improved customer service and this, when combined with careful
management of costs throughout our business, will deliver sustainable organic
growth in future years.'
A copy of today's presentation slides is available on the Group's website:
www.lloydstsb.com.
-ends-
For further information:
Analyst Enquiries
Mike Oliver
Lloyds TSB Investor Relations
020 7356 2167
Media Enquiries
Lloyds TSB Press Office
020 7626 1500
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