Retail banking : business transformation and competitive strategies for the future /: business transformation and competitive strategies for the future. (2015)

• Record Type: Book
• Further Information: Note: Anna Omarini, Department of Finance, Bocconi University, Italy.
• Authors: Omarini, Anna, 1967-
• Contents: PART I: SETTING THE SCENE: USING PAST EXPERIENCE TO INFORM THE FUTURE OF RETAIL BANKING -- What You Will Find In Part 1 -- 1. Introduction: From Bank To Retail Bank -- 1.1. What You Will Find In This Chapter -- 1.2. Where We Are Now Depends On How We Got There -- 1.3. A Preliminary Issue: What Is A Bank? -- 1.4. We Aim To Start From The Origins Of Banking -- 1.4.1. When Regulators Started Reshaping The Market -- 1.5. Toward A Definition Of Retail Banking -- 1.5.1. Phases In The Evolution Of Retail Banking -- 1.5.2. Defining Retail Banking In Terms Of The Selling Proposition -- 1.5.3. Other Features Of Retail Banks -- 2. The History Lesson And The Need To Turnaround -- 2.1. What You Will Find In This Chapter -- 2.2. From Past To Present: Retail Banks Need A Change -- 2.3. Retail Banks And The Financial Crisis At The Turning Point -- 2.3.1. Where Do We Stand, Some Years On From The Start Of The Crisis? -- 2.3.2. A Brief Overview On The Ongoing Reforms Agenda -- 2.4. Is There A Way For Retail Banks To Increase Control On Their Profits? -- 2.4.1. Looking Into A Retail Bank Income Statement And Its Traditional Metrics -- 2.4.2. The Key Root Value Driver For Retail Banks -- 2.5. When And How Retail Banks Diversified: A Brief Review -- 2.5.1. Diversification And Marketing Challenges -- 2.5.2. When Diversification Benefits May Be Limited -- 2.6. Can Retail Banking Be Considered A Business In Transition? -- 2.6.1. Poor Differentiation Should Pave The Way To A More Customer Driven Approach -- 2.6.2. When Non-Bank Competition Enters The Retail Banking Market -- 2.6.3. A Renewed Interest In Retail Banking Activities -- 3. The Customer-Centric Perspective: How To Get It -- 3.1. What Will You Find In This Chapter -- 3.2. Some Definitions About Services, Main Features And Managerial Implications -- 3.2.1. Beyond The Service Promise: The Service Blueprint -- 3.2.2. Reconsidering The Unique Features Of Financial Services -- 3.3. Why Do Banks Need To Shift Their Mindset From Offering Products To Servicing Customers? -- 3.4. It Is Time For Banks To Start Considering Themselves As Special Intermediaries -- 3.5. A Roadmap To Future Customer-Centric Retail Banking -- 3.5.1. The Starting Point -- PART II: CONTROLLING CONSUMPTION AND ENGAGING CUSTOMERS SEEMS TO BE THE ISSUE TO EVERY RETAIL BUSINESS -- Abstract: What You Will Find In Part II -- 4. Winning The War For The Modern Customer A Guest Chapter Written By Martin Butler -- 5. The Modern Bank Customer -- 5.1. What You Will Find In This Chapter -- 5.2. Who Is 'Controlling' The Bank-Customer Relationship? -- 5.2.1. Consumer Protection And The Process Of Switching -- 5.2.2. Customer Mobility: Strengths And Weaknesses -- 5.2.3. Do Bank Costumers Change? -- 5.2.4. Pricing Is An Issue For Retail Banks -- 5.2.4.1. Try To Look At Prices Differently -- 5.3. From Retailers To Retail Banks How To Win The War For The Modern Bank Customer -- 5.4. Being Market-Oriented -- 5.4.1. The Customer Relationship Management Approach Comes Before Customer-Intimacy -- 5.5. A Renewed Focus On Customer Retention -- 5.6. From Customer Retention To Cross-Buying -- 5.7. Next Step: Customer-Intimacy -- 5.7.1. Customers' Interpretation Of Intimacy -- 5.7.2. Banks' Interpretation Of Intimacy -- 5.7.3. Benefits And Drawbacks Of A Strategy Of Customer-Intimacy -- 5.7.4. Customer-Intimacy: Some Precautions -- PART III: THE RETAIL BANKING OF TOMORROW -- Abstract: What You Will Find In Part 3 -- 6. Business Transformation, Strategy, And Organization: The Issue Is In The Execution -- 6.1. What You Will Find In This Chapter -- 6.2. Markets Trends And Changes Boost Bank Transformation -- 6.2.1. Look For 'Your' Business Opportunities -- 6.3. Before Starting The Journey, The Industrial Model Needs To Be Overcome -- 6.4. Customer-Centered Means Organizational Change -- 6.4.1. Technology And Organizations: A Cultural Issue -- 6.5. Toward A Transdisciplinary Perspective For Retail Banks -- 6.6. From Business Transformation To Organizational Changes -- 6.7. Operational Leadership For Retail Banks -- 7. Conclusions And Recommendations -- 7.1. No Clear Path Back -- 7.2. Lessons Learnt And Hot Questions Still To Answer -- 7.3. Here Do We Start? -- 7.4. Staying Competitive: A To-Do List -- PART IV: APPENDICES.
• Publisher Details: Houndsmills, Basingstoke, Hampshire New York, NY : Palgrave Macmillan
• Publication Date: 2015
• Extent: 1 online resource (xxvi, 297 pages), illustrations
• Subjects: 332.1068/4; Engineering; Banks and banking -- Customer services; Bank management; Bank marketing; BUSINESS & ECONOMICS -- Finance; Bank management; Bank marketing; Banks and banking -- Customer services; Business & Economics -- General; Economics; Economics; Technology & Engineering -- Construction -- Heating, Ventilation & Air Conditioning; Building construction & materials; Electronic books
• Languages: English
• ISBNs: 9781137392558; 9781349678808; 1349678805; 1137392541; 9781137392541
• Related ISBNs: 113739255X; 9781137392541
• Notes: Note: Includes bibliographical references (pages 279-290) and index.; Note: Print version record.
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.