From holistic marketing to holistic customers

Roger Donbavand and Maryan Broadbent

This paper shows how two quite disparate banks in culture and outlook -Natwest Bank and the Royal Bank of Scotland - came together and evolved a comprehensive CRM strategy.

From Holistic Marketing To Holistic Customers

Getting CRM right

Maryan BroadbentRoyal Bank of Scotland andRoger DonbavandBusiness Development Research Consultants

Retail Banking in the New Millennium: A Challenge and an Opportunity

In retail banking in the United Kingdom the focus is on retaining and acquiring customers. However, one crucial word is missing from this sentence profitable. What all banks want to retain and acquire are not any customers, but profitable ones. However this is becoming harder to do.

The financial service marketplace in the United Kingdom has changed dramatically in the past decade. From what was...

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