Banking Investigate

Transformation: Enabling Customer Retention During Tough Times

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Executive Summary

Today, when bank after bank has fallen in the face of subprime-inflicted mayhem, customers may not have a high opinion of the institution in which they are parking their money. Net value of banks continue to fall, markets are plummeting and investors fleeing over solvency and liquidity fears. The credit crunch is eating into the vitals of financial bodies. The simple fact is that the intangible foundations of trust and faith, on which banking rests, have been vaporized. Customers, crucial for the bank's survival, are worried and frightened.

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