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Financial Services Marketing: an international guide to principles and practice contains the ideal balance of marketing theory and practice to appeal to advanced undergraduates and those on professional courses such as the Chartered Institute of Banking. Taking an international and strategic view of an increasingly important and competitive sector, Financial Services Marketing adopts a fresh approach in terms of structure, and is organised around the core marketing activities of marketing for acquisition and marketing for retention. Financial Services Marketing features: * Strong international focus: case studies and vignettes representing Asia-Pacific, Europe and the US. * Comprehensive coverage, focusing on both B2B and B2C marketing. * Expert insights into the latest innovations in the sector, from technological developments, CRM and customer loyalty to issues of social responsibility. Financial Services Marketing will help both the student and the practitioner to develop a firm grounding in the fundamentals of: financial services strategy, customer acquisition, and customer development. Reflecting the realities of financial services marketing in an increasingly complex sector, it provides the most up-to-date, international and practical guide to the subject available.
Packed with international case studies and examples, the book begins with a detailed analysis of the state of CRM and e-business in the financial services globally, and then goes on to provide comprehensive and practical guidance on: making the most of your customer base; systems and data management; risk and compliance; channels and value chain issues; implementation; strategic implications.
Book 1 in the new series 'Customer Experience Without Borders' Everything you ever wanted to know about social media in financial services ... but were afraid to ask Web 2.0, Twitter, Facebook, YouTube, blogging, virtual worlds ... is social media all a bit unfamiliar as a working tool? All a bit smoke and mirrors? Do people really want to interact with their financial services providers in cyberspace? What about the potential for reputational risk? And there's no bottom-line impact, surely? Best just leave it to the marketing people .... WRONG! The benefits of leveraging social media go well beyond marketing. Blogs, YouTube, Twitter and Facebook have quickly became essential tools to manage reputation, foster innovation, develop new products, strengthen customer relationships and satisfaction, drive customer advocacy, aid recruitment, and increase market share. Social media has increased expectations: now your customers expect you to show you listen to them - they want to be able to trust you. And word of mouth is increasingly powerful: it is critical to know who your key influencers, advocates and, yes, your detractors, are, and to find the best way to engage with them. So, you need a complete social media strategy. And A Practical Guide to Social Media in Financial Services contains everything you need to get it. It offers a pragmatic approach to social media in our heavily regulated financial services industry. Its compelling theme is how to create an ever greater customer experience through engaging with them and rewarding them for their support. A Practical Guide to Social Media in Financial Services is both a start-up guide for the social media novice and a best practice guide for the more experienced. In it, you'll find all you need to know about: Judging and assessing your social media operation; Proving the business case and ROI (get a copy for your Chief Financial Officer); The commonly made mistakes (and how to avoid them); Recruiting and managing talent, working with, not against, your social media team, improving worker relations, and breaking silos; Best practice by banking market and segment; The most comprehensive financial social media case book ever assembled; Learning the lessons and assessing the contribution of those who didn't execute their initiatives properly; The more challenging questions you need to be asking a social media software vendor; And, of course, a forecast of where the industry might go next. The risk of not embracing or at the very least acknowledging social media is considerable. So ... what are you going to do about it?
Written in an accessible style from a consumer perspective and blends academic research with professional insights. Deals with all essential aspects of financial services that affect consumers and how they can exploit opportunities. Each of the chapters contain a list of learning objectives; a range of scenarios, case studies, examples and articles to provide a “real world” context to the discussion; a key points summary with referencing and further reading and useful on-line resources, as well as, a selection of short self-review questions. Enables readers to understand how the operations, complexity and dynamism of an ever-changing financial services industry shape the financial opportunities and risks they face.
Alastair McKenzie’s GST — A Practical Guide is widely considered to be the authoritative New Zealand text on goods and services tax. In addition to covering the broad framework and operation of GST in New Zealand, the book provides in-depth coverage of special problem areas and contentious issues regarding the application of the Goods and Services Tax Act 1985. The ninth edition has been comprehensively updated to incorporate the new legislative regimes for input tax, apportionment of input tax, adjustments and the zero-rating of land transactions which came into force in 2011. It also encompasses other legislative developments, case law and IRD rulings and statements that have been released since the publication of the eighth edition in 2008.
Are you fully prepared for the implementation of the Senior Managers and Certification Regime across financial services firms and the related regulatory scrutiny on conduct and accountability? The 2008 financial crisis sparked major changes in global financial services regulation with attention and resources focused on the behaviour of firms and senior individuals and how they conduct their business. Regulatory reforms have been designed and implemented globally to address accountability and conduct in financial services. In the UK this has resulted in the Senior Managers and Certification Regime (SM&CR) being implemented across all FSMA-regulated firms. Conduct and Accountability in Financial Services: A Practical Guide provides comprehensive and expert guidance on how best to implement and comply with the SM&CR. In addition to acting as a guide to rule book requirements and regulatory expectations, it provides an in-depth look at the implications of the global focus on culture and conduct risk. A must-read text for all staff in UK financial services firms, professional associations, industry bodies, regulators, academics and advisers to financial services organisations, it covers: The context and regulatory basis for SM&CR including an overview of the development and roll-out of the regime Analysis of key changes from the previous 'approved person' approach Practical considerations for HR, internal audit and non-executive directors The increasing role of culture and conduct risk A practical overview of enforcement, penalties and learning lessons from enforcement actions Overarching principles of how to manage personal regulatory risk Regulatory relationship management The impact of technology An overview of related global developments Appendices with timeline, bibliography and a selection of other useful sources for senior managers Conduct and Accountability in Financial Services: A Practical Guide is on the syllabus reading list for the Regulation and Compliance exam offered by the Chartered Institute of Securities and Investments.
How to identify optimal phase II trial designs Providing a practical guide containing the information needed to make crucial decisions regarding phase II trial designs, A Practical Guide to Designing Phase II Trials in Oncology sets forth specific points for consideration between the statistician and clinician when designing a phase II trial, including issues such as how the treatment works, choice of outcome measure and randomization, and considering both academic and industry perspectives. A comprehensive and systematic library of available phase II trial designs is included, saving time otherwise spent considering multiple manuscripts, and real-life practical examples of using this approach to design phase II trials in cancer are given. A Practical Guide to Designing Phase II Trials in Oncology: Offers a structured and practical approach to phase II trial design Considers trial design from both an academic and industry perspective Includes a structured library of available phase II trial designs Is relevant to both clinical and statistical researchers at all levels Includes real life examples of applying this approach For those new to trial design, A Practical Guide to Designing Phase II Trials in Oncology will be a unique and practical learning tool, providing an introduction to the concepts behind informed decision making in phase II trials. For more experienced practitioners, the book will offer an overview of new, less familiar approaches to phase II trial design, providing alternative options to those which they may have previously used.
Provides a first port of call for those seeking information sources in a sector that has undergone tremendous change in recent years. Includes information on banks and building societies, insurance companies, investment funds and pension funds. Highlights essential reference works, consumer information, career guides, technical reports, official publications, market and company research, product information and electronic resources. Identifies the most appropriate sources and provides assistance in choosing between competing items and provides an overview of significant international sources
The modern dependence upon information technology and the corresponding information security regulations and requirements force companies to evaluate the security of their core business processes, mission critical data, and supporting IT environment. Combine this with a slowdown in IT spending resulting in justifications of every purchase, and security professionals are forced to scramble to find comprehensive and effective ways to assess their environment in order to discover and prioritize vulnerabilities, and to develop cost-effective solutions that show benefit to the business. A Practical Guide to Security Assessments is a process-focused approach that presents a structured methodology for conducting assessments. The key element of the methodology is an understanding of business goals and processes, and how security measures are aligned with business risks. The guide also emphasizes that resulting security recommendations should be cost-effective and commensurate with the security risk. The methodology described serves as a foundation for building and maintaining an information security program. In addition to the methodology, the book includes an Appendix that contains questionnaires that can be modified and used to conduct security assessments. This guide is for security professionals who can immediately apply the methodology on the job, and also benefits management who can use the methodology to better understand information security and identify areas for improvement.
Technology failures, data loss, issues with providers of outsourced services, misconduct and mis-selling are just some of the top risks that keep financial firms up at night. In this context effective operational risk management is, simply, a commercial necessity. The management of operational risk, defined by the Basel Accord as arising from failures of processes, people, systems or external events, has developed considerably since its early years. Continued regulatory focus and catastrophic industry events have led to operational risk becoming a crucial topic on senior management's agenda. This book is a practical guide for practitioners which focuses on how to establish effective solutions and avoid common pitfalls. Filled with frameworks, examples and diagrams, this book offers clear advice on key practices including conducting risk assessments, assessing change initiatives, designing key risk indicators, establishing scenario analysis, drafting appetite statements and carrying out risk reporting. Operational Risk Management in Financial Services also features results from polls taken by risk practitioners which provide a snapshot of current practices and allow the reader to benchmark themselves against other firms. This is the essential guide for professionals looking to derive value out of operational risk management, rather than applying a compliance 'tick box' approach.