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Target Operating Models for CLM: Practical Insights from Fenergo and PwC
As banks and financial institutions (FIs) face mounting regulatory and operational pressures, the strategic implementation of Client Lifecycle Management (CLM) solutions has become essential. In a session hosted by Fenergo and PwC, industry leaders came together to explore how a robust Target Operating Model (TOM) for CLM can help FIs to address compliance and operational complexities, and balance client expectations.
This blog distills their conversation, extracting the core takeaways and actionable insights that reinforce the value of a CLM-driven approach to transformation.
Combating Complexity: Why a Target Operating Model is Vital
Banks and FIs service a variety of clients, including institutions, businesses, and individuals – all of which bring unique compliance and operational challenges. Their global presence and sophisticated financial activities require onboarding and servicing models that are flexible, compliant, and fast.
One major takeaway: FIs aren’t just looking for CLM tools—they want strategic partners. The consensus from the speakers was that institutions must evolve their processes and systems to meet client expectations without compromising compliance.
The role of a well-designed TOM is to align CLM technology, policy, process, and governance into a repeatable, value-driven framework. In short, TOM is how FIs move from aspiration to execution.
The Advisory Approach to CLM
The session highlighted a fundamental shift in how solution providers must operate. Fenergo’s advisory strategy emphasizes that, rather than focusing solely on delivery, teams are expected to act as trusted advisors, proactively guiding clients to realize measurable value from the Fenergo platform.
This is more than a change in language. It’s a shift in engagement models, delivery styles, and even internal KPIs. Teams are encouraged to focus on “Shared Success”—defined as the principle that the advisory partner only wins when the client achieves their desired outcomes from TOM transformation.
Fenergo’s Four-Phase Advisory Framework
The speakers discussed Fenergo’s four-phase advisory framework—Prepare, Guide, Execute, Refine—which turns strategy into delivery.
- Prepare: Begin with a working solution model that aligns with validated industry practices
- Guide: Actively steer the client through implementation with a value-first mindset
- Execute: Deliver the solution based on a clear understanding of both Fenergo’s processes and the client’s expectations
- Refine: Use post-deployment feedback to enhance the implementation experience
This phased approach provides clarity and control, helping large institutions navigate uncertainty and complexity with confidence.
SaaS-First, Outcomes-Led Delivery
A powerful point raised was how SaaS models support TOM objectives. Fenergo’s shift to SaaS is about more than deployment mechanics. It’s a mindset change that enables faster time-to-value and reduced complexity.
SaaS empowers FIs to focus on outcomes—not infrastructure. For Fenergo, this is about delivering expert-led, pre-designed solutions that can be measured, iterated, and scaled.
Final Word: Mutual Value and Measurable Impact
At the heart of this model is shared success. As emphasized during the discussion, implementation strategies must be directly linked to tangible outcomes that matter to the client.
This is CLM not just as a software platform, but as a strategy for value creation. The operating model becomes the mechanism through which banks unlock speed, compliance, and client satisfaction—at scale.
Watch the Full Discussion
If you missed the live event or want to revisit key insights, the full session is available on demand. You’ll hear directly from Fenergo and PwC experts, walking through real-world examples of how a well-executed TOM can drive transformation in financial services.