Mario Gallotto, director of sales administration at John Hancock of Boston, views customer relationship management (CRM) as a key way of retaining assets. In the past, only call center representatives used to rely on CRM, which Gallotto defines as a complete customer history.

Today, most fund companies have extended their customer relationship management systems to salespeople, Gallotto told Mutual Fund Market News's Lee Barney. Here, he explains how John Hancock's CRM system has been invaluable to the firm in retaining assets..

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