• A capital dilemma

    Robert Stowe England
    Robert Stowe England Oct 26, 2016

    It’s a tough time for community banks to raise capital–and the regulators aren’t making it any easier.

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  • Branch Networks in Transition

    Gary S. Shaivitz Jun 1, 2010

    A changing customer base will require new forms of bank branch networks in the future, with the emphasis on smaller and more specialized facilities.

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  • Entering the Sales ‘Zone'

    ken Cline_resized
    Kenneth Cline Jun 17, 2010

    Consultant Kevin Hoffberg says building a high-performing sales culture in banking requires athletic-like focus and determination.

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  • Independent Risk Oversight, Not More Regulation

    Seamus McMahon Jul 1, 2010

    Effective risk oversight on a national and global scale requires a government-sponsored but non-regulatory organization.

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  • Re-thinking Credit Treatment Strategies

    Lynne Labrador Jul 16, 2010

    To avoid damaging good customer relationships because of credit issues, financial institutions need to take a more proactive approach to handling delinquencies.

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  • The Case for Outsourcing ATMs

    David Dove Aug 1, 2010

    Many banks recoil at the notion of giving up control of their ATM networks, but cost and value considerations make it worth considering.

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  • Value for Value

    Debbie Bianucci
    Debbie Bianucci Aug 1, 2010

    Post-financial crisis, banks will need to improve their performance in four key areas to restore lost revenue growth.

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  • Helping to Restore the Customer Connection

    Michael Ruckman Aug 1, 2010

    In the wake of the financial crisis, helping customers in their time of need may be the key to competitive advantage and stability for the future.

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  • The Relationship Approach to Retail Loan Growth

    • Rick Spitler
    • Gaurav Gupta
    Sep 1, 2010

    As lenders fight for growth through market share gains, the competitive emphasis will tilt from pushing products to cultivating fuller customer relationships.

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  • Leveraging Online Banking for Small Businesses

    Christine Barry Sep 1, 2010

    Although banks have identified small businesses as a priority segment, most have failed to build the online product capability that these customers need.

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  • Reverse Elasticity Drives Up Deposit Balances

    Dan Geller Sep 1, 2010

    As consumers fret about the future and seek safety for their funds, banks are actually seeing deposit balances increase even when they lower their interest rates.

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  • Customer Onboarding: The 90-Day Countdown

    • Courtney Vogel
    • Kieran Kilmartin
    Sep 1, 2010

    Effective customer onboarding requires choreographing all the communication streams that flow towards a new customer, regardless of channel or product line technology.

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  • Prepaid Cards: Right for Banks?

    KAREN EPPER HOFFMAN_resized
    Karen Epper Hoffman Sep 1, 2010

    While the popularity of general-purpose reloadable prepaid cards is growing at a fast clip, banks need to weigh the pros and cons of offering them.

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  • Managing Inquiries and Requests, Anytime, Anywhere

    Monica Hovsepian Sep 1, 2010

    To provide an effective and seamless capture and resolution to customer inquiries and requests, banks need to integrate the front office with the back-office operation through a solution known as inquiry and request management.

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  • Customer Response on the Run

    Carolyn Hall Sep 1, 2010

    An automated customer experience management program enables banks to gather customer feedback in real time – and gives them a chance to keep complaints from turning into defections.

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  • Improving Customer Service via Employee Onboarding

    Rebecca Doepke Sep 1, 2010

    Onboarding is not just for customers; it can also be used to welcome new employees to their jobs and improve their effectiveness.

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  • Alternative Data for Improved Risk Management

    Chet Wiermanski Sep 1, 2010

    Recent lender losses have underscored the need to supplement credit bureau reports with alternative data sources.

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  • Prioritizing the Frontline

    Paul Robert Sep 30, 2010

    Post financial crisis, banks have a window of opportunity to reconnect with customers by improving service on their frontline.

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  • The Case for Building Customer Lifetime Value

    Sherief Meleis Sep 30, 2010

    At a time when banks want to serve each customer as fully as possible, most don’t yet have a good grasp on priority household financial needs and the value of meeting them.

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  • Playing Offense and Defense in Social Media

    Nicole Sturgill Oct 14, 2010

    As the power of social media can no longer be ignored, banks must prepare both offensive and defensive strategies to connect with customers.

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