The Road to Customer-Centricity: Driving Success in Tomorrow's Banking Business


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Source: Fiserv
Date: January 2008
Type: White Paper
Rating: (0)

Overview: This paper published by Fiserv explains that a customer-centric bank uses business strategies across the company to best serve customers - it is a bank that revolves around its customers and what is best for them. The culture of a customer-centric bank is focused around the overall customer experience, not sales. For designing a customer-centric bank, it is important to embed some principles into the business plan such as: focus on the customer relationship; create valuable (and memorable) customer interactions; utilize data analytics and data mining techniques; and design flexible products which are described in detail in this paper.

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