The Frontline Factor: An Exploration of Relationship-Based Strategies in Retail Financial Services

Topics:
Commercial Banking
Tags:
Banking,
Financial Service,
Financial Services,
Management,
Oracle Corp.,
Strategy
Source:
Oracle

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Overview: The study portrays a retail banking industry far better at devising customer relationship strategies than at equipping frontline staff to execute them. Ninety percent of bankers that participated in the research pointed to relationship banking and service quality as the top value propositions their institutions communicate to the marketplace. It points to significant disconnects between the theory and practice and clear signs that the complexity of institutions' relationship based strategies may have outpaced the ability of their frontline employees to implement them. Frontline employee skill gaps certainly contribute to the disconnects, but inconsistent executive leadership and managerial focus also play major roles.

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Format: PDF | Size: 406KB | Date: Feb 2005 | Pages: 35

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