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The Royal Bank of Scotland Group, now the third largest bank in Europe by market capitalisation, has chosen Chordiant software as its preferred platform for multi-channel Customer Relationship Management. Selection of Chordiant as the strategic CRM platform for The Royal Bank of Scotland Group follows evaluation against a number of competitive offerings. The bank already has a number of developments by Chordiant under way.

Steve North, Head of Strategy and Architecture at The Royal Bank of Scotland Group Technology said: "After careful consideration, we have chosen Chordiant as our strategic CRM platform and the standard for all new CRM developments within the Group."

North continued: "This choice was based on Chordiant's superior ability to meet a specific set of requirements. This included a proven commitment to open standards and hardware platform independence. Integrating Chordiant with our existing infrastructure will provide us with flexibility to rapidly change customer facing business processes, as and when they are required in the light of new or evolving business needs in our fast-changing environment. By combining the Chordiant platform with the Prime Response campaign management application already in use, we can develop highly personalised customer profiles and make these immediately available across the enterprise."

Commenting on the announcement, Sam Spadafora, Chairman and CEO of Chordiant, said: "I am delighted that The Royal Bank of Scotland Group has selected Chordiant as its strategic CRM platform. It marks the recruitment of another Global 1000 company into our customer portfolio, while at the same time the support from The Royal Bank of Scotland Group underlines our global position as the premier enterprise provider of customer acquisition, retention, relationship marketing, service and relationship management services.

Spadafora continued: "Companies in the business-to-individual space come to us because we're the only company that can deliver an enterprise-wide platform and intelligent business and application services capable of embracing and enhancing existing applications and real-time systems to service millions of individual customers across multiple channels. The recent acquisition of Prime Response has added staff, operations and partners to Chordiant, expanding the breadth and depth of our presence in target markets on a global scale.


Chordiant Software ( delivers a Unified CRM Solution that provides the Intelligent Customer Interaction Management (ICIM) platform for enterprise-wide integration with existing systems and Intelligent Business Services including e-marketing, e-service, e-selling, e-fulfilment services and embracing customer's existing applications. Chordiant's solution is designed to solve the extreme customer requirements of complex businesses serving millions of individual customers in real-time and across multiple lines of business with the objectives of customer satisfaction, retention, growth, and lifetime value.

Whether communicating via branch locations, Web, email, telephone, or wireless access, the Chordiant Unified CRM Solution provides a real-time, single view of each customer and a consistent, personalised message for every interaction. It includes a comprehensive business process engine, which allows companies to implement best business practices across multiple touchpoints. Marketers can maximise their marketing investment through the creation, execution and refinement of sophisticated direct marketing initiatives that span both traditional and online channels. Chordiant empowers high-value contacts designed to retain customers, grow revenue and drive profits during every contact.

Headquartered in Cupertino, California, Chordiant maintains regional offices in Boston; Chicago; Dallas; Denver; Manchester, New Hampshire; New York; Amsterdam; London; Frankfurt; Munich; Paris; and Melbourne.


The Royal Bank of Scotland Group, founded in 1727, is one of Europe's leading financial services groups and one of the largest banks in the UK, operating in Britain and throughout the world.

In March 2000 it acquired NatWest, creating an enlarged Group with a range of businesses serving personal, business and corporate customers. In addition to the provision of a full range of banking services under The Royal Bank of Scotland and NatWest brands, the Group also includes Citizens Financial Group, based in Rhode Island USA; Direct Line, the UK market leader in private motor insurance; and Ulster Bank, which operates in Northern Ireland and the Republic of Ireland.

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