Traditionally, banks have controlled products and services they offer to customers. Today’s customers are rapidly redefining these relationships as their ability to design their own banking relationships strengthens.
Attracting and retaining customers is now a process of understanding how customers interact with banks through multiple distribution channels.
Never before have banks had to know more about their customers to deliver value-added services and facilitate their lifestyles. To leverage these opportunities, banks must understand the fundamentals of customer expectation management, transaction trend analysis, segmentation and relationship building.
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