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ECT News Community   »   CRM Buyer Talkback   »   Re: The Mortgage Industry's Alarmingly Low Customer Retention Rate



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The voice of the customer in the mortgage industry has long been densely muted or megaphone-loud, depending on where one sits along the production channel. Who actually is the customer, anyway? Is it the broker/correspondent in the third-party origination channel or the Realtor/builder in the retail channel? Or is it the end borrower who completes the forms, waits for an underwriting decision, along with a call from the loan officer, and, in this market, sweats the appraisal on the home the borrower hopes to purchase?


Re: The Mortgage Industry's Alarmingly Low Customer Retention Rate
Posted by: neophyte 2007-11-03 05:28:33 In reply to: Tim Ryan
It would be interesting to know what CRM systems are dominant in this segment of the finance sector?
Also, customer perception/experience/and retention is heavily influenced by the skills of the individual businesses.
Here is a http://www.business-software.com/crm/customization-pains-for-your-crm-setup.php nice read on customer retention.
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