St.George Bank recently made a significant investment in a CRM system to help them better serve their customers while increasing the profitability of those relationships. However software doesn't build relationships, people do. So it was critical to make sure that staff could put this new methodology into practice with customers.

In an age of buttons and clicks, Branch and Customer Contact staff have become the critical "human face" of an organisation. These staff are asked to do many things simultaneously: listen, reflect, think, respond and act. How do you capture that relationship building experience online when there isn't a great deal of time for learning?