The Exchange

How Asset Managers Can Address Breakdowns in the Analytics Value Chain

Posted by Brian Keating on Fri, Aug 11, 2017

According to a recent study by Ignites Research, less that 20% of asset managers’ analytics teams’ time is spent on analytics, and only 63% of firms can turn the resulting analyses into opportunities or wins. Compared to other industries, asset managers are behind the curve in using analytics for sales and marketing enablement, but similar issues have persisted in other, more analytically mature sales organizations. Sales teams and marketers at asset management companies use investment analytic teams to support their decision-making, so when the sales and marketing analytics they receive don’t deliver the value they expect from other analytics teams, they’re less likely to tolerate it.

Read More

Topics: sales, marketing, asset management, asset managers, Analytics, change management, analytics value chain

Stem the Tide: How Financial Services Firms Can Predict and Prevent Churn

Posted by Yogesh Sharma on Fri, Jul 07, 2017

For financial services firms, acquiring new customers is more costly than retaining them. Therefore, retaining existing customers is one of the biggest challenges. Customer churn is everywhere. In unsecured lending, customers cancel credit cards or personal loans, or there’s silent attrition in the form of a slow decrease in customer card spend. In secured lending, mortgages face churn in the form of a loan transfer to other lenders, partial or full payment of loans and loan closure. Customers also can close their bank accounts, resulting in the loss of potentially cheap sources of funds, or they cancel their life or general insurance policies, resulting in the loss of potential future premiums.

Read More

Topics: sales, ZS Associates, ZS, Analytics, data, Financial Services, customer retention, Yogesh Sharma, churn, customer churn, churn analytics

What Insurance Agents Do (and Don’t) Have in Common With Taxi Drivers

Posted by Peter Manoogian on Thu, May 25, 2017

Ever try to hail a cab in New York on a rainy day (especially before ride-sharing apps came along)? It’s nearly impossible because taxi drivers—whose payouts are 100% fare-based—achieved their income target sooner in the day because of high demand. Research demonstrates that drivers will work the least on rainy days and the most on nice days when fares are hard to find.

Read More

Topics: incentives, sales compensation, sales, ZS Associates, insurance, Peter Manoogian, ZS, Sales Force, commercial operations, sales commission, insurance agents, sales force motivation, taxi drivers, growth model

Investors: The Asset Manager's Forgotten Friend

Posted by Rubesh Jacobs on Tue, Feb 21, 2017


It’s no secret that organic growth in the mutual fund industry will be driven by retail investors—that is, households. According to the Investment Company Institute (ICI) 2016 Fact Book, of the $16 trillion in U.S. mutual fund assets, 89% sits in household investments such as individual retirement accounts, defined contribution retirement plans, variable annuities, 529 plans and Coverdell Education Savings Accounts. And according to a 2015 Oliver Wyman report, financial advisors exert a dominant influence over retail assets: an estimated 58% of households with less than $100,000 in investable assets and more than 75% of non-retired households with more than $100,000. But advisors themselves are seeing their businesses shaped significantly by the demands of their customers: the retail investors.

Read More

Topics: ZS Associates, asset management, ZS, Investment, Financial Services, retail assets, Rubesh Jacobs

Three Tips for Designing High-Impact Experiments Within B-to-B

Posted by Matthew Abemayor on Wed, Jul 27, 2016


Experimentation is fundamental to scientific inquiry, and in labs around the country, there are countless researchers conducting experiments daily. Clinical researchers, for example, will vary the mix of compounds, often testing thousands at a time to find promising candidates for new medicines. It’s through experimentation that learning happens—sometimes as hypothesized, but often unexpectedly.

Read More

Topics: customer experience, sales, ZS Associates, Jason Brown, ZS, B2B, B-to-B, experimentation

For Financial Services Firms, Analytics Success Starts With the Sales Force, Not Customers

Posted by Jason Brown on Mon, Jul 18, 2016


Open your mailbox at home and you’ll likely find a barrage of credit card offers, mortgage pitches and other marketing promotions—evidence of just how much financial services firms are applying data-based marketing these days. That’s primarily on the B-to-C side, however. Financial firms have had far less success using analytics on the B-to-B space, and they’re not alone. 

Read More

Topics: ZS Associates, Jason Brown, ZS, Analytics, Financial Services, broken links, EIU

Kicked Out of the Club: The Case for Increased Personalization

Posted by Peter Manoogian on Thu, Mar 03, 2016

Confession: I used to frequent dance clubs fairly regularly in my early 20s. The atmosphere and music energized me. I loved hitting the dance floor and even had a signature move. (It’s true. Ask my friends.)

These days, the only club I frequent is at an airport. While they both serve alcohol, they’re very different experiences. I mostly go “clubbing” when I travel overseas because my gold frequent flier status grants me access to partner airline lounges.

Read More

Topics: incentives, sales compensation, ZS Associates, Peter Manoogian, ZS, Loyalty Programs, Frequent Flyer, engagement, personalization

Five Lessons From Pharma on Customer Centricity

Posted by Jason Brown on Fri, Feb 19, 2016

My colleague John Sadlow posted a provocative opinion piece in the Financial Times/Ignites (registration required) last week in which he advocates for asset managers to take an integrated, multichannel approach to financial advisor communication. He pushes for this change in response to the increasing restrictions on advisor access, the shift to low-cost products (due, in part, to more aware, empowered end investors), and the advent of new and more granular data in the industry.

Read More

Topics: ZS Associates, Jason Brown, financial advisors, asset managers, ZS, Pharmaceutical, Pratap Khedkar, Analytics, multichannel, integrated, customer access, experience

Four Tips to Help Sales and Service Departments Become More Data-Driven

Posted by Jason Brown on Mon, Nov 30, 2015

Data and analytics are becoming more and more baked into how many companies conduct business, but in some industries, making the switch to a data-driven business model remains more of a dream than a reality. 

My colleague Arun Shastri and I recently wrote an article for Best’s Review in which we take stock of the insurance industry’s progress with analytic applications. One of our conclusions is that, while there are many strong examples of analytics-led innovations in areas like underwriting and claims, there are far fewer examples in personnel-intensive areas like distribution and customer service.

Read More

Topics: sales, ZS Associates, Jason Brown, insurance, ZS, Analytics, data

What Firms Can Learn From the Slow Adoption of ACA Insurance Exchanges

Posted by Peter Manoogian on Thu, Nov 05, 2015

Here in the Northeast, the seasons are changing. Between the foliage, the switch to standard time and the closing of the baseball season (sorry, Mets fans!), fall is officially upon us.

Read More

Topics: ZS Associates, product launch, insurance, Peter Manoogian, ZS, Insurance Firms, Insurance Exchanges, ACA, Obamacare, launch planning

Click here to subscribe to The Exchange

Subscribe by Email

Search by Topic

see all