Marketing and Sales Processes Centrally Controlled

Multichannel (Glossary)  Banking Services.

Much is happening in the way of financial services from both a user and provider perspective. While consumers are making greater use of Internet and mobile banking services, standardized financial products from non-banks are increasingly penetrating the market. Loans by department store chains or credit cards from discounters are no longer exceptions. According to a recent study by Forrester Research, retail bank customers are managing more of their banking tasks without visiting a branch. The most popular form of self-service is the ATM, with more than 80% of consumers performing cash transactions on this device at least once a month.

Reestablishing Customer Relationships.

This development has led to dwindling customer loyalty, and the distance between banks and their customers has widened even further from the lost, of trust due to the financial crisis. Against this background, numerous banks have begun to reestablish customer relationships by offering innovative services and tailored products, bundling sales channels and meeting customers’ entire needs. The challenge is to create the right mix between personal service and industrial efficiency through optimized processes.