Martin van Loon, Senior
Vice President, ABN AMRO Bank
Martin joined ABN AMRO in April 2005. He is currently responsible
for Collections and is Chief Provision Officer for the Netherlands.
Martin started his career with CCN (later Experian) where he held a
number of positions including Director and General Manager of the Benelux.
He left to launch the European operations of Interelate (CRM) after
which he joined LogicaCMG as head of Business Process Outsourcing and
Solutions Management.
Martin graduated at the Delft University of Technology with a MSc in
Electrical Engineering. Subsequent to that he holds an MBA from the
Rotterdam School of Management.
The practical experience of a customer centric approach
to collections - ABN AMRO case study
Too often good customer service tends to stop when a customer gets into
financial difficulties. If there is an alarm for insolvency, the customer
is often automatically removed from the CRM system and the focus shifts
to firm-handed tactics to recover money. Subsequently, all the effort
and money spent recruiting and retaining a customer can be wiped out
in an instant when this myopic approach is taken to debt collection
and revenue management. Martin Van Loon from ABN AMRO will present the
practical application of a revenue management and collections customer
centric approach in a leading financial institution and the benefits
achieved.
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