| Mixed
Signals
by Bill Stoneman
— Customer profitability analysis sparked a revolution
in bank marketing. Was it properly understood and utilized?
Divide
and Conquer
by Brian O'Connell
— When launching Internet-only units, banks must
carefully partition physical and online operations. Will
customers go along?
Rx
for Segmentation
by Robert Giltner & Richard
Ciolli — Customer needs, not historical profitability,
should be the guiding principle for customer relationship
management strategies.
The
Belief Factor
by Kenneth Cline —
As Citigroup's Joe Plumeri evangelizes for a proactive
branch sales culture, the big challenge is getting his
own employees to believe.
Strategic
Outsourcing
by Donald B. Taylor
— Distribution and customer relationships are banking's
distinguishing strengths. Increasingly, products and services
will be manufactured externally.
Cool Bankers
by Elizabeth Judd
— To attract young, techno-savvy employees, banks
are loosening up their traditional staid culture.
Centering
on Service
by Rainer Famulla
— The best sales opportunities lie with serving current
customers.
Cultural
Battleground
by Kenneth Cline —
Banks are still trying to build a branch "sales culture."
But roundtable participants say thorny issues of training,
incentives and attitudes hinder the process.
Battle for
E-Mortgages
by Richard Beidl —
Challenged by online mortgage originators, banks must
embrace new technologies to stay competitive.
Video Auxiliaries
by Bill Stoneman —
While video banking is proving helpful during peak branch
hours, the case for more vigorous deployment is less clear-cut.
Cards in
Cyberspace
by Elizabeth Judd
— Even as card issuers experiment with online marketing,
they must be wary of pitfalls such as adverse customer
selection.
|
