Abstract
The challenge for financial services organisations is to understand the impact that new channels will have on their existing branch network and customer base both now and in the future. This paper offers a practical approach to understanding the steps involved and introduces two new market-specific tools designed to aid financial services organisations in quantifying this demand. The paper concludes by looking at trends in channel management and channel integration with specific reference to the US asset management marketplace.
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Kimber, C. Strategic integration of customers and channels. J Financ Serv Mark 5, 332–336 (2001). https://doi.org/10.1057/palgrave.fsm.4770032
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DOI: https://doi.org/10.1057/palgrave.fsm.4770032
Keywords
- martini banking
- internet banking
- channel management
- market potential
- channel migration
- skinny networks
- bricks and clicks
- trends in US asset management
- banking
- customer relations
- e-business
- e-commerce
- financial brokers
- financial engineering
- financial institutions
- financial marketing
- financial models
- financial planning
- financial training
- insurance
- intermediation
- knowledge management
- management
- marketing
- marketing strategy
- pensions
- services quality
- virtual organisations