Enhanced Enterprise Communication: Transforming the Bank Branch Into a Proactive Relationship Center

Topics:
Commercial Banking
Tags:
Bank,
Financial Services,
Transformation
Source:
IBM

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Overview: This paper reports on how with renewed emphasis on customer satisfaction, banks are seeking to transform branch offices as an integral part of their strategy to create proactive relationship centers. This transformation will affect people, products, premises and processes. Banks' motivation to embark on this transformation is clear - they want to sell more products and increase their share of the customer's business. Understanding the customer's motivation in allowing this transformation, on the other hand, is not so easy; if it were, then all banks would have implemented the solution.

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Format: PDF | Size: 195KB | Date: May 2004 | Pages: 24

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