Client relationship management (CRM) has always been the cornerstone of success in wealth management, driving personalised support and client retention.
In today’s digital-first world, client expectations are shifting toward greater personalisation, deeper insights, and enhanced convenience. Additionally, WealthTech innovations have broadened the investment landscape, bringing financial services to a wider audience previously overlooked by traditional wealth management firms. With a growing client base and increasing demands for personalisation, modern client relationship management systems have become indispensable.
Yohan Lobo, senior industry solutions manager at M-Files, emphasized the critical role CRM systems play in wealth management, “CRM systems in wealth are a fundamental part of a client’s experience with their firm. A disjointed, siloed CRM will impact an advisor’s ability to deliver what their client wants and when they want it. Firms want to minimize “work about work” to free up time for relationship development and value creation. A good CRM system allows advisors to manage larger portfolios whilst still offering personalization.”
However, implementing an effective CRM platform is only half of the job. A CRM system that doesn’t connect to a sophisticated client information management solution will only create internal and external barriers, especially when portfolios grow, Lobo added. Some of these barriers include inefficiencies when collaborating on proposals or advice as well as potential errors.
A good CRM platform can go a long way to ensure a customer remains happy and satisfied by their provider. One area this is prevalent is with trust. Janet Yang, tech lead at DLT Apps, Zeta project, stated that trust is the cornerstone of wealth management.
Clients need to put significant faith in their advisors with their investments and a good CRM system helps foster this trust by centralising client data and interactions, allowing advisors to manage relationships with precision and care. Janet said, “CRM systems are at the heart of this trust-building process, enabling advisors to manage relationships with precision and care. By centralizing client information and interactions, CRMs allow advisors to engage with clients more meaningfully, fostering stronger, long-term relationships.”
Yang added that CRM systems can significantly enhance the value wealth management firms can provide their clients. Through streamlined communications and workflows, an advisor can focus on providing high-quality advice, rather than time-consuming admin tasks. For instance, the solution can streamline the organization and filtering of data, conduct research, generate reports and analyse investment trends. It can also improve customer engagements through the integration of digital tools like chatbots and knowledge management systems. “These technologies empower clients to engage with their advisors in the manner they prefer, whether through live chat, video calls, or other digital channels,” Yang said.
The benefits of a reliable CRM solution
Some of the benefits a reliable CRM solution can provide have already been mentioned, greater trust and improved time management for advisors. But there are many other ways an effective CRM solution can improve wealth management. A key benefit of a CRM solution is helping advisors during their client engagement. Lobo explained, “A CRM and CIM integration can give advisors what they need, when they need it. This could be policy or product information, or automated document creation, based on the current context of their client conversation. Documentation for review or authorization can be shared automatically with clients and their return can initiate onboarding or new product workflows.”
Yang had a similar opinion towards robust CRM systems and their ability to help advisors stay on top of everything. For instance, a web-based CRM can give an advisor the flexibility to access client information from anywhere. Similarly, a CRM solution empowers greater collaboration within wealth management teams. Different team members can easily access and share information securely, whether it is for compliance or advice.
But it is not just the advisor that can feel the benefits of a CRM system. The advisor can keep track of important client milestones, such as retirement dates or other major life events, giving them the power to provide timely and proactive advice. “Additionally, CRM tools can automate reminders for personal client interactions, such as sending birthday greetings, which helps to build stronger relationships and enhance client satisfaction.”
The hallmarks of a strong CRM solution
While there are a lot of benefits firms can experience from a CRM solution, they need to find the right one. There are a number of capabilities firms should look for, but Yang outlined some of the most important.
The first of these is a platform that offers robust customer lifecycle management. This is more than just acquiring clients, but also nurturing the long-term relationships and prevent client churn. As part of this, the CRM system should have tools that can track and optimize each stage of the client relationship and ensure they are always receiving strong and high-quality service.
Another hallmark is the ability to leverage new technology to enhance the wealth management process. Yang said, “The adoption of digital solutions has accelerated, particularly in the wake of the pandemic, highlighting the importance of a solid digital infrastructure. A strong CRM system integrates seamlessly with other technological tools, such as financial planning software and communication platforms, enabling advisors to streamline their operations and focus more on delivering personalized client experiences.” This would allow for real-time updates, improved client communication and better overall service delivery.
Finally, Yang highlighted the importance of workflow automation. By automating routine tasks, including data entry and report generation, CRM systems can give time back to advisors. On top of this, advanced tools, like AI assistance, can enhance functionality of a CRM system by offering predictive insights and personalized recommendations based on client behaviour and market trends.
On a concluding note, Lobo said, “As firms strive to do “more with less”, they need to automate Client Information Management workflows connected to their CRM so they can focus on delivering for their clients. Great CRM needs great CIM to deliver a client and firm’s objectives. “
