Gartner Research

CRM Excellence Case Study: Grupo Financiero Bital

Published: 04 December 2002

ID: G00111835

Analyst(s): Tom Berg, Claudio Marcus


Mexico's fastest-growing financial institution embraced customer relationship management (CRM) to create a broad customer-focused strategy to deploy CRM successfully throughout its vast branch system. This Strategic Analysis Report examines this case study.

Table Of Contents
  • Management Summary
  • Introduction
    • Problem
    • Objective
    • Approach
  • CRM Vision
    • CRM Strategy
    • Customer Experience
  • Organizational Collaboration
    • CRM Processes
    • Technology
    • Information
    • Metrics
  • Results
    • Critical Success Factors/Lessons Learned
  • Conclusion
  • Acronym Key

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