September/October 2002
Volume LXXVIII Number V
Published by BAI
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Tightening Down
By Jack Milligan — Tough times are turning the focus back on expense control, but customer needs still must be kept in sight.

Attitude Adjustment
By Bill Stoneman — Banks are elevating training programs to improve customer service, but other supportive measures are also required.

Cultural Imperative
By John R. Engen — While there are different training tactics for customer relationship management, a commitment to cultural change is clearly essential.

Imaging Comes of Age
By Karen Epper Hoffman — Despite some drawbacks, check imaging is gaining favor among large banks as a way to cut costs and boost revenues.Banks are elevating training programs to improve customer service, but other supportive measures are also required.

Pricing with Precision
By Rick Spitler, Sherief Meleis and Phil Vaccaro — To maximize the revenue potential of their deposit operations, banks need to take a more scientific approach to pricing.

Cash Cows?
By Lauri Giesen — Thinning margins have beset the off-premises ATM business, but efficiency and service keep some players alive.

Publisher's Perspective
Defining Moment
by Thomas P. Johnson Jr. — The time has come for chief executives to make the hard choices needed to lift their institutions to the next level of performance.

Retail Banking
Staffing Maneuvers
By Julie Monahan — New branch staffing models are helpful, but managing them is far from automatic.

Marketing
Piercing the Veil
By Lauri Giesen — As banks make more use of outsourcers, they must improve their access to customer data controlled by these third-party entities.

Closing Thoughts
Strategic Finance
by Steve Klinkerman — Reporting accuracy is vital, but so too are strategies with solid financial grounding.

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