TITLE

Profitability and Customer Centricity -- Strategic Incompatibility?

AUTHOR(S)
Burin, Paul
PUB. DATE
October 2004
SOURCE
Bank Technology News;Oct2004 Supplement, Vol. 17, p7
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
This article focuses on the problems faced in customer centricity by various financial institutions. The frequent inability to manage a customer holistically creates issues for the bank and the consumer. Other research suggests that banks claiming to be customer centric have experienced a lower return on assets. One approach is to utilize new technology, such as process centric solutions, which ensures that customer centricity is contributing to, if not driving, profitability. Use of analytics for both outbound and inbound marketing can also he used to optimize relationship management.
ACCESSION #
14730070

 

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