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View from the Top - Part 1 | Part 2
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PROFILE
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Company: Teachers Provident.
Interviewee: Chris Gent.
Job Title: Chief Executive.
The Subject: Financial services provider Teachers has developed bespoke software in a bid to achieve a single view of customers and straight-through processing.
PERSONAL FILE
NAME: Chris Gent.
BACKGROUND: Read economics at London University then spent his early career at IBM. He joined Teachers in 1972 to resolve a variety of operational problems then went on to assume responsibility for marketing, sales, operations, personnel and IS functions. He led the organisation’s diversification from a life and general business insurer to a more broadly-based financial services provider. He became deputy chief executive in 1986 and CEO in 1988. He is 59 years old, and married with three grown-up children.
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Q: WHAT WAS THE BUSINESS BACKGROUND TO YOUR CRM INVESTMENT?
A: In 2000, I produced a document called Into the Future. In there, we envisaged that we had to make sure that we were customer focused, and that we had to remain competitive: we needed to reduce our costs at the same time as investing in customer systems.
There were three strands to our overall strategy. We were looking to improve our flow of new business, but that has to be done cost-effectively – there’s a hell of a difference between the two, and some of our competitors might find they are buying business at a loss! We wanted to ensure our business is cost-effective and to operate more effectively. The third area was offering our services to others – at the time we were running a unit trust system for another friendly society and wanted to expand that kind of operation.
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Conspectus 2002
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Copyright © 2002
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