Banks invest heavily in customer-facing technology that fails to deliver expected returns because back-office infrastructure cannot support front-office improvements. Banks cannot deliver on relationship banking promises, execute effective segmentation and cross-selling strategies, or operate efficient commercial banking workflows without addressing the foundational infrastructure problems customer relationship management (CRM) systems solve.
This report examines how CRM platforms can solve operational challenges in commercial lending and treasury services and provides guidance on implementation approaches that deliver measurable outcomes. It is based on industry research and extensive conversations with senior banking executives, a Datos Insights survey of midsize and large organizations conducted in Q3 2025, and the author’s extensive knowledge of the market and technology landscape within CRM solutions.
Clients of Datos Insights’ Commercial Banking & Payments service can download this report.
This report mentions _Backbase, Bottomline, Fenergo, Finastra, FIS, Fiserv, Identifee, Jack Henry & Associates, Microsoft, Monit, nCino, Pegasystems, Prolific Banking, SalesForce, Vertical IQ.
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