Client Portals and why Financial Firms Struggle with CRM-Creep
On rare occasions I write checks from my primary investment account. The firm I invest with has sent me replacement checks periodically as it has merged or changed names over the years but recently, for the first time, I actually had to put in a request for new checks. I found the experience to be a good reminder of why many financial firms struggle with providing seemingly simple online self service functionality to their clients.