Get Over the Retail Versus Commercial Banking Divide

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ID Number: G00152516

This research is provided for historical perspective;
portions of this document may not reflect current conditions.

31 October 2007

Douglas McKibben

Banks must move beyond undifferentiated service based on payments and consumer lending to remain relevant to their customers and fight off competitive challenges.

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Table of Contents

Analysis

1.0

Introduction

2.0

Differentiating in a Changing Market

2.1		Who Are Retail and Who Are Commercial Customers?
2.2		To Differentiate, You Have to Know Your Customer
2.3		Create Flexible but Targeted Service Schemes

3.0

Re-engineering Customer Segmentation and Service Structures

3.1

Three Areas That Banks Must Not Ignore

3.1.1		Simple Electronic Retrieval
3.1.2		A Customer-Based Online Banking Structure
3.1.3		Integration of Customer Process With Bank Systems

4.0

Technology Strategies and Delivery Approaches

4.1		Multichannel Integration
4.2		Service-Oriented Architecture
4.3		Business Process Management

5.0

Recommendations

Recommended Reading

Banking Systems
Bank Channel Strategies
Banking Business Strategies

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Resource Id: 539318