Achieving Transformation and Renewal in Financial Services

Achieving Transformation and Renewal in Financial Services

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The rules for survival and success have never been so unclear, the choice of strategies so uncertain and the pressure to act quickly so immense. This practical handbook focuses on cases and concepts that describe how leading players in financial services have addressed the challenges of organizational transformation and renewal. The editor and contributors provide a rich and diverse set of case examples on how companies have been rethinking and reshaping their business operations to ensure they remain competitive into the 21st century. They also consider some of the strategic implications of competing in a continuously changing 'wired world' and how to survive and thrive in such a turbulent environment.The key competitive advantage which the banks and building societies have, however, is their existing customer base and the ... It is clear that the future profitability of a banka#39;s retail customer base depends on achieving low customer defection rates. ... which in turn is a key driver to a#39;external service qualitya#39; (or good customer service) and hence customer satisfaction. ... In this way all the elements of the service chain are integral to the achievement of customer retention and profitability.

Title:Achieving Transformation and Renewal in Financial Services
Author: Rohit Talwar
Publisher:Woodhead Publishing - 1999

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