January/February 1999
Volume LXXV Number I
Published by BAI
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Making the Most of Citigroup
by Peter Carroll and John Rosen — Shifting the customer approach to advice from products might help unlock the full potential of financial conglomerates, say consultants Peter Carroll and John Rosen.

The Ties That Bind
by Steve Klinkerman — Information systems give clues as to customer preferences, but author Fred Wiersema says a human touch is required in learning what people really want.

Convergence or Collision?
by Kenneth Cline — Conseco's Stephen Hilbert is out to prove he can cross-sell insurance and consumer finance products. He first must meld two very different companies.

Controlled Experiment
In the fledgling market for electronic billing, pilot projects and partnerships seem the best way of hedging the bet, say roundtable participants.

Climbing the Revenue Wall
While banks now enjoy healthy earnings and credit quality, analyst David S. Berry expects tougher going. One challenge: growing net interest income.

Letter from the Editor
Chasing the Unicorn
by Thomas P. Johnson, Jr. — Cross-selling is proving difficult to achieve in financial services, underscoring the need for a more comprehensive approach.

Technology & Information
Digitizing the Document — Electronic document management systems got off to a rocky start. But with proper business cases and execution, they can offer substantial benefits.

Finance
The Focused View — Technological change in trade finance seems to favor the very largest banks. Consultants David Gustin and Jonathan Larsen say mid-size players have to place their bets carefully.

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