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Investment banks turn to CRM for efficiency: battered by changing customer needs, shrinking...

A new benchmarking study by management consulting firm Booz Allen Hamilton reveals how institutional sales organisations are embracing relationship management--and the obstacles they face.

Booz Allen conducted over 100 interviews in the US and Europe with senior equities and fixed income representatives of the industry's leading banks including Merrill Lynch, Citicorp/Salomon Smith Barney, JP Morgan Chase, Bear Stearns, UBS Warburg, Credit Suisse First Boston, HSBC, Barclays Capital, Deutsche Bank, Goldman Sachs, and Lehman Brothers.

The interviews examined

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