The future of retail banking: delivering value to global customers
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Basingstoke [u.a.]
Palgrave Macmillan
2004
|
| Subjects: | |
| Online Access: | Publisher description Inhaltsverzeichnis |
| Physical Description: | XIII, 178 S. Ill., graph. Darst. |
| ISBN: | 1403911266 |
Staff View
MARC
| LEADER | 00000nam a2200000zc 4500 | ||
|---|---|---|---|
| 001 | BV023528528 | ||
| 003 | DE-604 | ||
| 005 | 20080104000000.0 | ||
| 007 | t | ||
| 008 | 030603s2004 xxkad|| |||| 00||| eng d | ||
| 020 | |a 1403911266 |9 1-4039-1126-6 | ||
| 035 | |a (OCoLC)249086273 | ||
| 035 | |a (DE-599)BVBBV023528528 | ||
| 040 | |a DE-604 |b ger | ||
| 041 | 0 | |a eng | |
| 044 | |a xxk |c XA-GB | ||
| 049 | |a DE-521 |a DE-188 | ||
| 050 | 0 | |a HG1601.D58 2003 | |
| 082 | 0 | |a 332.1/2/068 22 | |
| 084 | |a QK 300 |0 (DE-625)141640: |2 rvk | ||
| 100 | 1 | |a DiVanna, Joseph A. |e Verfasser |0 (DE-588)129274895 |4 aut | |
| 245 | 1 | 0 | |a The future of retail banking |b delivering value to global customers |c Joseph A. DiVanna |
| 264 | 1 | |a Basingstoke [u.a.] |b Palgrave Macmillan |c 2004 | |
| 300 | |a XIII, 178 S. |b Ill., graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 650 | 4 | |a Bank | |
| 650 | 4 | |a Banks and banking | |
| 650 | 4 | |a Financial services industry | |
| 650 | 4 | |a Customer services -- Management | |
| 650 | 4 | |a Value | |
| 650 | 0 | 7 | |a Wettbewerbsstrategie |0 (DE-588)4200234-5 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Bank |0 (DE-588)4004436-1 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Privatkundengeschäft |0 (DE-588)4115631-6 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Internationale Wettbewerbsfähigkeit |0 (DE-588)4027386-6 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Kundenmanagement |0 (DE-588)4236865-0 |2 gnd |9 rswk-swf |
| 689 | 0 | 0 | |a Bank |0 (DE-588)4004436-1 |D s |
| 689 | 0 | 1 | |a Privatkundengeschäft |0 (DE-588)4115631-6 |D s |
| 689 | 0 | 2 | |a Kundenmanagement |0 (DE-588)4236865-0 |D s |
| 689 | 0 | 3 | |a Wettbewerbsstrategie |0 (DE-588)4200234-5 |D s |
| 689 | 0 | 4 | |a Internationale Wettbewerbsfähigkeit |0 (DE-588)4027386-6 |D s |
| 689 | 0 | |5 DE-604 | |
| 856 | 4 | |u http://www.loc.gov/catdir/description/hol041/2003060964.html |3 Publisher description | |
| 856 | 4 | 2 | |m HBZ Datenaustausch |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016848730&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-016848730 | ||
Record in the Search Index
| _version_ | 1804138173209509889 |
|---|---|
| adam_text | Contents
List of Figures ix
Preface xi
Acknowledgements xn
Introduction I
Chapter I The Nature of Banking and its Future 6
Why is the nature of retail banking changing? 8
The return of the branch 12
Bankers: the historical intermediaries 14
The new lifestyle approach to global banking 20
The banking chameleon 40
Global cultural values and customization 46
Chapter 2 Getting There:Thinking Ahead 59
The branch of the future 62
Sensing the market and identifying the competitive problem 64
The future of money, payments and value exchanges 72
Globalization, regulation, mergers and acquisitions 81
The advance of technology and innovation 85
Social factors and demographics 93
Chapter 3 Being There: Preparing for the Future 100
What do these factors mean to your firm? 102
Organization, business processes and skills 106
Rethinking lines of business I 12
Developing revenue opportunities and fee income I 18
Branding, channels and customer behaviour 120
Chapter 4 Competing There: Competing With New Rules 127
Developing strategic initiatives 133
Innovating new products and technology 140
Becoming customer intimate 150
vii
vin Contents
Operational process excellence 155
Strategic sourcing and engaging co-opetition partners 159
Chapter 5 Conclusion: Synergistic Banking 165
Developing synergistic behaviour 167
Adopt a return on process mentality 170
Three steps to synergy 171
A final note 172
References 174
Index 177
List of figures
0.1 The value potential model 4
I. I The topology of retail banking I I
1.2 Historical banking value equation 15
1.3 Life-stage approach 23
1.4 Lifestyle approach 25
1.5 Customer life-stage and lifestyle approaches 26
1.6 Customer product matrix 27
1.7 SBM Amigos 29
1.8 The financial dashboard 34
1.9 Applying the financial dashboard to customers 35
1.10 Lifestyle map 36
I.I I Fidelity s lnsurance.com 38
1.12 Dubai Bank: Royal Banking 39
1.13 Social economic/cultural bias 49
1.14 Islamic Banking Network 51
1.15 Aboriginal Banking 53
1.16 Aboriginal Banking Network 54
2.1 Customer motivations and elements of value 69
2.2 The radar screen 70
2.3 Customer value proposition 88
2.4 RSA ClearTrust 91
2.5 Customer needs/product map 94
3.1 Applying the customer dashboard 101
3.2 Management competencies for retail banking I 10
3.3 ANZ Grindlays Bank branch of the future I 12
3.4 Bradford Bingley s marketplace theme I I 3
3.5 Mobile banking vehicles 114
3.6 Banco Mercantil s personal portal I 16
3.7 Optimize the customer relationship 119
3.8 BPI Direct 121
3.9 Customer behaviour map 124
4.1 Zurich Financial: practice boards 135
4.2 Bank of East Asia s Cyberbanking 143
4.3 HSBC total relationship balance 144
ix
x List of figures
4.4 Yahoo PayDirect: HSBC Hong Kong 145
4.5 Halifax branch of the future design 153
4.6 Global banking survey data 155
4.7 Managing operational risk 157
4.8 Assessing money laundering risk 158
4.9 Strategic sourcing 160
4.10 Halifax plasma kiosk 161
5.1 ICICI s community focus 169
5.2 Return on process vs ROI 171
|
| adam_txt |
Contents
List of Figures ix
Preface xi
Acknowledgements xn
Introduction I
Chapter I The Nature of Banking and its Future 6
Why is the nature of retail banking changing? 8
The return of the branch 12
Bankers: the historical intermediaries 14
The new lifestyle approach to global banking 20
The banking chameleon 40
Global cultural values and customization 46
Chapter 2 Getting There:Thinking Ahead 59
The branch of the future 62
Sensing the market and identifying the competitive problem 64
The future of money, payments and value exchanges 72
Globalization, regulation, mergers and acquisitions 81
The advance of technology and innovation 85
Social factors and demographics 93
Chapter 3 Being There: Preparing for the Future 100
What do these factors mean to your firm? 102
Organization, business processes and skills 106
Rethinking lines of business I 12
Developing revenue opportunities and fee income I 18
Branding, channels and customer behaviour 120
Chapter 4 Competing There: Competing With New Rules 127
Developing strategic initiatives 133
Innovating new products and technology 140
Becoming customer intimate 150
vii
vin Contents
Operational process excellence 155
Strategic sourcing and engaging co-opetition partners 159
Chapter 5 Conclusion: Synergistic Banking 165
Developing synergistic behaviour 167
Adopt a return on process mentality 170
Three steps to synergy 171
A final note 172
References 174
Index 177
List of figures
0.1 The value potential model 4
I. I The topology of retail banking I I
1.2 Historical banking value equation 15
1.3 Life-stage approach 23
1.4 Lifestyle approach 25
1.5 Customer life-stage and lifestyle approaches 26
1.6 Customer product matrix 27
1.7 SBM Amigos 29
1.8 The financial dashboard 34
1.9 Applying the financial dashboard to customers 35
1.10 Lifestyle map 36
I.I I Fidelity's lnsurance.com 38
1.12 Dubai Bank: Royal Banking 39
1.13 Social economic/cultural bias 49
1.14 Islamic Banking Network 51
1.15 Aboriginal Banking 53
1.16 Aboriginal Banking Network 54
2.1 Customer motivations and elements of value 69
2.2 The radar screen 70
2.3 Customer value proposition 88
2.4 RSA ClearTrust 91
2.5 Customer needs/product map 94
3.1 Applying the customer dashboard 101
3.2 Management competencies for retail banking I 10
3.3 ANZ Grindlays Bank'branch of the future' I 12
3.4 Bradford Bingley's marketplace theme I I 3
3.5 Mobile banking vehicles 114
3.6 Banco Mercantil's personal portal I 16
3.7 Optimize the customer relationship 119
3.8 BPI Direct 121
3.9 Customer behaviour map 124
4.1 Zurich Financial: practice boards 135
4.2 Bank of East Asia's Cyberbanking 143
4.3 HSBC total relationship balance 144
ix
x List of figures
4.4 Yahoo PayDirect: HSBC Hong Kong 145
4.5 Halifax branch of the future design 153
4.6 Global banking survey data 155
4.7 Managing operational risk 157
4.8 Assessing money laundering risk 158
4.9 Strategic sourcing 160
4.10 Halifax plasma kiosk 161
5.1 ICICI's community focus 169
5.2 Return on process vs ROI 171 |
| any_adam_object | 1 |
| any_adam_object_boolean | 1 |
| author | DiVanna, Joseph A. |
| author_GND | (DE-588)129274895 |
| author_facet | DiVanna, Joseph A. |
| author_role | aut |
| author_sort | DiVanna, Joseph A. |
| author_variant | j a d ja jad |
| building | Verbundindex |
| bvnumber | BV023528528 |
| callnumber-first | H - Social Science |
| callnumber-label | HG1601 |
| callnumber-raw | HG1601.D58 2003 |
| callnumber-search | HG1601.D58 2003 |
| callnumber-sort | HG 41601 D58 42003 |
| callnumber-subject | HG - Finance |
| classification_rvk | QK 300 |
| ctrlnum | (OCoLC)249086273 (DE-599)BVBBV023528528 |
| dewey-full | 332.1/2/06822 |
| dewey-hundreds | 300 - Social sciences |
| dewey-ones | 332 - Financial economics |
| dewey-raw | 332.1/2/068 22 |
| dewey-search | 332.1/2/068 22 |
| dewey-sort | 3332.1 12 268 222 |
| dewey-tens | 330 - Economics |
| discipline | Wirtschaftswissenschaften |
| discipline_str_mv | Wirtschaftswissenschaften |
| format | Book |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>02105nam a2200517zc 4500</leader><controlfield tag="001">BV023528528</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">20080104000000.0</controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">030603s2004 xxkad|| |||| 00||| eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">1403911266</subfield><subfield code="9">1-4039-1126-6</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)249086273</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV023528528</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="044" ind1=" " ind2=" "><subfield code="a">xxk</subfield><subfield code="c">XA-GB</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-521</subfield><subfield code="a">DE-188</subfield></datafield><datafield tag="050" ind1=" " ind2="0"><subfield code="a">HG1601.D58 2003</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">332.1/2/068 22</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QK 300</subfield><subfield code="0">(DE-625)141640:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">DiVanna, Joseph A.</subfield><subfield code="e">Verfasser</subfield><subfield code="0">(DE-588)129274895</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">The future of retail banking</subfield><subfield code="b">delivering value to global customers</subfield><subfield code="c">Joseph A. DiVanna</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Basingstoke [u.a.]</subfield><subfield code="b">Palgrave Macmillan</subfield><subfield code="c">2004</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">XIII, 178 S.</subfield><subfield code="b">Ill., graph. Darst.</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Bank</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Banks and banking</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Financial services industry</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Customer services -- Management</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Value</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Wettbewerbsstrategie</subfield><subfield code="0">(DE-588)4200234-5</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Bank</subfield><subfield code="0">(DE-588)4004436-1</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Privatkundengeschäft</subfield><subfield code="0">(DE-588)4115631-6</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Internationale Wettbewerbsfähigkeit</subfield><subfield code="0">(DE-588)4027386-6</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Kundenmanagement</subfield><subfield code="0">(DE-588)4236865-0</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="689" ind1="0" ind2="0"><subfield code="a">Bank</subfield><subfield code="0">(DE-588)4004436-1</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="1"><subfield code="a">Privatkundengeschäft</subfield><subfield code="0">(DE-588)4115631-6</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="2"><subfield code="a">Kundenmanagement</subfield><subfield code="0">(DE-588)4236865-0</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="3"><subfield code="a">Wettbewerbsstrategie</subfield><subfield code="0">(DE-588)4200234-5</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="4"><subfield code="a">Internationale Wettbewerbsfähigkeit</subfield><subfield code="0">(DE-588)4027386-6</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2=" "><subfield code="5">DE-604</subfield></datafield><datafield tag="856" ind1="4" ind2=" "><subfield code="u">http://www.loc.gov/catdir/description/hol041/2003060964.html</subfield><subfield code="3">Publisher description</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">HBZ Datenaustausch</subfield><subfield code="q">application/pdf</subfield><subfield code="u">http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016848730&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-016848730</subfield></datafield></record></collection> |
| id | DE-604.BV023528528 |
| illustrated | Illustrated |
| index_date | 2024-07-02T22:34:31Z |
| indexdate | 2024-07-09T21:23:59Z |
| institution | BVB |
| isbn | 1403911266 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-016848730 |
| oclc_num | 249086273 |
| open_access_boolean | |
| owner | DE-521 DE-188 |
| owner_facet | DE-521 DE-188 |
| physical | XIII, 178 S. Ill., graph. Darst. |
| publishDate | 2004 |
| publishDateSearch | 2004 |
| publishDateSort | 2004 |
| publisher | Palgrave Macmillan |
| record_format | marc |
| spelling | DiVanna, Joseph A. Verfasser (DE-588)129274895 aut The future of retail banking delivering value to global customers Joseph A. DiVanna Basingstoke [u.a.] Palgrave Macmillan 2004 XIII, 178 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Bank Banks and banking Financial services industry Customer services -- Management Value Wettbewerbsstrategie (DE-588)4200234-5 gnd rswk-swf Bank (DE-588)4004436-1 gnd rswk-swf Privatkundengeschäft (DE-588)4115631-6 gnd rswk-swf Internationale Wettbewerbsfähigkeit (DE-588)4027386-6 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Bank (DE-588)4004436-1 s Privatkundengeschäft (DE-588)4115631-6 s Kundenmanagement (DE-588)4236865-0 s Wettbewerbsstrategie (DE-588)4200234-5 s Internationale Wettbewerbsfähigkeit (DE-588)4027386-6 s DE-604 http://www.loc.gov/catdir/description/hol041/2003060964.html Publisher description HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016848730&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | DiVanna, Joseph A. The future of retail banking delivering value to global customers Bank Banks and banking Financial services industry Customer services -- Management Value Wettbewerbsstrategie (DE-588)4200234-5 gnd Bank (DE-588)4004436-1 gnd Privatkundengeschäft (DE-588)4115631-6 gnd Internationale Wettbewerbsfähigkeit (DE-588)4027386-6 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4200234-5 (DE-588)4004436-1 (DE-588)4115631-6 (DE-588)4027386-6 (DE-588)4236865-0 |
| title | The future of retail banking delivering value to global customers |
| title_auth | The future of retail banking delivering value to global customers |
| title_exact_search | The future of retail banking delivering value to global customers |
| title_exact_search_txtP | The future of retail banking delivering value to global customers |
| title_full | The future of retail banking delivering value to global customers Joseph A. DiVanna |
| title_fullStr | The future of retail banking delivering value to global customers Joseph A. DiVanna |
| title_full_unstemmed | The future of retail banking delivering value to global customers Joseph A. DiVanna |
| title_short | The future of retail banking |
| title_sort | the future of retail banking delivering value to global customers |
| title_sub | delivering value to global customers |
| topic | Bank Banks and banking Financial services industry Customer services -- Management Value Wettbewerbsstrategie (DE-588)4200234-5 gnd Bank (DE-588)4004436-1 gnd Privatkundengeschäft (DE-588)4115631-6 gnd Internationale Wettbewerbsfähigkeit (DE-588)4027386-6 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Bank Banks and banking Financial services industry Customer services -- Management Value Wettbewerbsstrategie Privatkundengeschäft Internationale Wettbewerbsfähigkeit Kundenmanagement |
| url | http://www.loc.gov/catdir/description/hol041/2003060964.html http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016848730&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT divannajosepha thefutureofretailbankingdeliveringvaluetoglobalcustomers |