In the area of improving CRM performance, KPMG develops a Customer Relationship Management strategy in close cooperation with the financial institution. KPMG can also develop and implement a Customer Service Quality rating system, and establish a set of business processes covering the interaction between employees and customers.

KPMG's main services here are as follows:

• Methodology on how to establish and apply a centralized customer database
• Recommendations on customer database segmentation
• Development of CRM system policies, regulations and interaction algorithms
• Implementing the CRM system
• Supporting cooperation between all the business units of a financial organization that are involved in implementing the CRM strategy
• Developing client loyalty programs and optimizing sales models