Building a customer-centric operating model: Aligning segments, products, and channels

Published: February 22, 2010

Financial institutions can expect to compete in a difficult, low growth environment for the foreseeable future. Building wallet share with existing customers will be a major driver of growth. For many, winning in this environment will require moving from a transactional to consultative relationship model. At the core of the issue, financial institutions need to clarify how segments, products and channels interact to deliver the experience.

Low-growth environment for the foreseeable future

Focus on attractive segments

Major driver of growth

Consultative relationship model

Many organizations are structured

Core of the issue

Segments must take on a lead role

Capabilities must support roles

Planning process

Performance management process

Delivery platforms

More flexible operating model

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Building a customer-centric operating model: Aligning segments, products, and channels

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