The customer-led bank: how to retain customers and boost top-line growth

摘要

Retail bank executives across the world are awakening to the realization that long-term growth and profitability hinge on their ability to attract and retain loyal customers. That recognition has been a long time in coming. It's being spurred by arnpotent combination of increasing competition, regulatory scrutiny and customers' easier access to a broad range of new products and services.rnBanks have worked hard to improve their bottom-line performance by using every cost-cutting weapon in their arsenal. They've shifted back-office operations and customer service offshore, streamlined business processes, boosted workforce productivity and squeezed more value out of information-technology spending. The effort made banks leaner. But essential as those efficiency gains have been, the relentless struggle did little to ignite new top-line growth.