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リテールバンキングにおけるソーシャルメディアの動向

Social Media Trends in Retail Banking

発行 Ovum, Ltd. 商品コード 264835
出版日 ページ情報 英文 13 Pages
納期: 即日から翌営業日
価格
本日の銀行送金レート: 1USD=114.71円で換算しております。
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リテールバンキングにおけるソーシャルメディアの動向 Social Media Trends in Retail Banking
出版日: 2013年03月07日 ページ情報: 英文 13 Pages
概要

ソーシャルメディアは顧客の理解と関与にとって強力なマーケティングプラットフォームを提供し、銀行の売上・収益性の向上を可能にします。顧客コミュニケーションの領域はデジタルへ拡大しています。

当レポートでは、小売バンキングにおけるソーシャルメディアの動向について調査し、銀行・技術ベンダーがソーシャルメディア現象への対応に成功する方法、銀行のソーシャルメディア実行計画に対応する技術、銀行のソーシャルメディア戦略方針にとって妨げとなるものなどを分析しており、概略以下の構成でお届けします。

サマリー

リテールバンキングにおいて増加するソーシャルメディアの利用

  • ソーシャルメディアは機会を示すが、多くの銀行はそれを活用していない−顧客ニーズの変化にかかわらず
  • マーケティングはデジタル・ソーシャル世界へと変化
  • アジア太平洋地域はソーシャルメディアの重要性を理解し、北米はこれに追随しているが、欧州は遅れをとる

銀行はソーシャルメディアゲームへ参加すべき

  • 銀行は顧客や見通しに関連したマネジメントの評判以上に、ソーシャルメディアを取るべき
  • 銀行システムはソーシャルメディア現象に対処するよう調整されるべき
  • 銀行はリスクおよびコンプライアンス要件を理解し実行すべき

提案

  • 企業へ
  • ベンダーへ

付録

  • 調査手法
  • 著者
  • Ovumのコンサルティング
  • 免責事項

図表

このページに掲載されている内容は最新版と異なる場合があります。詳細はお問い合わせください。

目次
Product Code: IT003-000544

Abstract

Introduction

Socia media provides a powerful marketing platform for understanding and engaging with customers, allowing banks to improve sales and profitability. Ovum considers it to be a digital expansion of the customer communication arena.

Banks should not, therefore, ignore it; they should use it to actively engage with their customers or prospects, in parallel with the development of their digital channels and digital marketing strategies.

Highlights

  • Having taken the consumer world by storm, social networking is fast pervading the corporate environment as organizations attempt to leverage its power for both external and internal activities. The financial sector, and retail banking in particular, is not immune to its rapid growth; institutions cannot isolate themselves from social media and must develop strategies on how to use it to connect with their customers, prospects, and employees.
  • Monitoring social media may require the introduction of new tools designed specifically for the task. In a business context, it is essential to recognize the natural impact of monitoring on existing BI and analytics processes and systems. Institutions implementing a social media strategy where monitoring plays an intrinsic role must consider how they will integrate the data gathered with information from other channels. This is vital to produce as clear and accurate a picture as possible.

Features Benefits

  • Gain insight into the impact that social media is having on existing operational practices and technologies.
  • Understand what enhancements are to existing IT systems and software applications are required.

Questions Answers

  • How can banks and technology vendors successfully tackle the social media phenomenon?
  • How can technology enable banks to meet their social media implementation plans?
  • What is preventing banks from meeting their social media strategy objectives?

Table of Contents

Headings

SUMMARY

  • Catalyst
  • Ovum view
  • Key messages

THE USE OF SOCIAL MEDIA IS ON THE RISE IN RETAIL BANKING

  • Social media presents an opportunity, but many banks are not exploiting it - regardless of changing customer needs
  • Marketing is shifting to the digital and social world
  • Asia-Pacific understands the significance of social media and North America is following suit, but Europe lags behind

Banks must join the social media game

  • Banks should take social media beyond reputational management to engage with customers and prospects
  • Banking systems must be adjusted to cope with the social media phenomenon
    • Integration of digital channels with social media is a must
  • Banks must understand and implement the risk and compliance requirements
    • Compliance requirements are already visible on the horizon
    • Monitoring technology is required to cope with the volume of activity
    • Ensuring data security and privacy are key concerns preventing broader adoption

RECOMMENDATIONS

  • Recommendations for enterprises
    • Embrace the use of social media and develop a tailored strategy
    • Ensure the IT department is on the same page
  • Recommendations for vendors
    • Focus on data security and privacy

APPENDIX

  • Further reading
  • Methodology
  • Author
  • Ovum Consulting
  • Disclaimer

Figures

  • Figure 1: Social media: key communication channels
  • Figure 2: Key IT priority investment areas in global retail banking
  • Figure 3: Retail banks' attitudes to social media and strategy, by region
  • Figure 4: Retail banks' social media adoption and adoption plans, by region
  • Figure 5: Retail banks' concerns about the use of social media, by region
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