Chasing an Elusive Goal: 'Customer of 1'

Pendrock, Mark
March 2006
Bank Technology News;Mar2006, Vol. 19 Issue 3, p38
Trade Publication
The article comments on the utilization of customer relationship management investments of the financial services industry in the U.S. Financial service firms are challenge to build customer value, both in the experience they provide to customers and in the financial return they achieved through interactions. Despite the endeavors of the banks and other institution to boost sales, customer service, payments and rewards, still many of them perceived the objective to be unsophisticated.


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