Packed with international case studies and examples, the book begins with a detailed analysis of the state of CRM and e-business in the financial services globa

An integrated view of IT and business processes through extended IT governance allows financial institutions to innovate operations which improve business and o

Despite the ill effects of COVID-19 and the temporary closure of business operations worldwide, some organizations, such as the food and pharmaceutical industri

Endorsed by the Chartered Banker Institute as core reading for the Personal & Private Banking and Commercial Lending modules, Relationship Management in Banking

Preface Corporations that achieve high customer retention and high customer profitability aim for: The right product (or service), to the right customer, at the