title = "Customer Relationship Management"

content = """
Community banking thrives on personal relationships. Effective customer
relationship management transforms routine transactions into loyalty-building
interactions that distinguish Silvergate from larger competitors.

**CRM System Usage:** The customer relationship management system maintains
interaction history, preference notes, and relationship details. Review CRM
notes before customer interactions to personalize service. Document all
significant conversations, product recommendations, and service issues. CRM
visibility helps all representatives serve customers consistently.

**Customer Segmentation:** Silvergate categorizes customers by relationship
depth and value:
- **Core Customers:** Single product, transactional relationships
- **Growth Customers:** Multiple products, increasing engagement
- **Premier Customers:** High balance or multiple complex products
- **Business Customers:** Commercial accounts with specialized needs

**Personalization Techniques:** Use customer preferences noted in CRM:
preferred name (formal vs. nickname), communication channel preference,
language preference, and service history. Reference previous conversations
to demonstrate continuity. "I see you spoke with Sarah last week about
your CD renewal — did you have a chance to review the rates?"

**Cross-Selling Best Practices:** Recommend products that genuinely meet
customer needs based on their situation and goals. For a customer with
$15,000 in a low-interest checking account, suggest Money Market Advantage.
For customers mentioning college-bound children, introduce education savings
options. Never push products purely for sales metrics.

**Life Event Marketing:** Major life changes create banking needs: marriage,
birth, home purchase, retirement, inheritance. CRM flags life events for
proactive outreach. A customer who just closed on a mortgage may need home
equity options; a new parent may need custodial accounts.

**Service Recovery as Relationship Building:** Customers who experience
problems that are resolved excellently often become more loyal than those
who never had problems. Use complaints as opportunities to demonstrate
commitment. Follow up after resolution to reinforce positive impressions.

**Loyalty Recognition:** Acknowledge long-standing customer relationships
verbally: "I see you've been with Silvergate for 12 years — we appreciate
your loyalty." For milestone anniversaries (10, 20, 25 years), consider
handwritten notes from branch management.

**Proactive Communication:** Reach out before customers need to call:
notice of expiring CDs, reminders about upcoming fees if balances are
low, or alerts about unused account features. Proactive service prevents
problems and demonstrates attentiveness.

**Customer Feedback:** Invite feedback through satisfaction surveys and
informal conversation. When customers make suggestions, document and escalate
to appropriate channels. Follow up with customers when their suggestions
lead to changes.
"""  # noqa: E501

version = "0.0.1"
