Bringing together global knowledge and local best practices

Implementing differentiated customer-centric strategies: Retail-banker-friendly strategy development that resonates with your customers and shareholders

Financial Service organizations frequently cite superior customer management as a key differentiator when trying to attract new clients and retain current customers.  Banking operations practices such as checking product fee assessment and waiver policies, time deposit rate exception policies; holistic customer-level risk management scoring and customer servicing strategies are all a part of retail banks' daily customer management processes.  This white paper proposes a framework to design and deploy holistic customer-centric strategies that synthesize systems of record (SOR) information and qualitative banker insights that are critical to customer experience.  It is intended to be a roadmap for retail banking strategists within centrally managed strategy teams.