• 

  Client-centricity - Journal Vol. 21

•  Letter from Rob Heyvaert
•  Letter from Shahin Shojai, Editor

NOBEL LAUREATE VIEW

•   A perspective on the recent financial crisis
  
  A discussion with Prof. Lawrence R. Klein
  Benjamin Franklin, Professor Emeritus of Economics, The University of Pennsylvania,Winner of The Bank of Sweden Prize in Economic Sciences in Memory of Alfred Nobel 1980
•   A perspective on the challenges facing the Chinese economic development
  
  A discussion with Prof. Robert W. Fogel
  Charles R. Walgreen Distinguished Service Professor of American Institutions, The University of Chicago Graduate School of Business,Co-winner of The Bank of Sweden Prize in Economic Sciences in Memory of Alfred Nobel 1993

SPECIAL CONTRIBUTION

•   Customer centricity a primer
  
  Larry Selden, Professor Emeritus of Business, Graduate School of Business, Columbia University, Visiting Distinguished Scholar, The Wharton School, University of Pennsylvania, and Founder, Selden & Associates

DELIVERY

•   The making of an insurance giant - a mature western industry new in China (Opinion)
  
  Donald A. Marchand, Professor of Strategy and Information Management, IMD and Chairman and President of enterpriseIQ
  Winter Nie, Professor of Operations and Service Management, IMD
•   Share of wallet in Australian retail banking an empirical study with implications for practice and research (Opinion)
  
  Chris Baumann, Lecturer in Commerce and Assistant Director, Graduate Accounting and Commerce Centre, Macquarie University
  Gregory Elliott, Professor of Business (Marketing), Associate Dean, International, and Head Business Department, Macquarie University
  Suzan Burton, Associate Professor, Macquarie Graduate School of Management, Macquarie University
•   Reputational risk and conflicts of interest in banking and finance the evidence so far
  
  Ingo Walter
  Seymour Milstein, Professor of Finance, Corporate Governance and Ethics, Stern School of Business, New York University
•   Applied financial marketing myth versus reality
  
  Shahin Shojai, Global Head of Strategic Research, Capco
  Julian Badcock, Partner, Capco
  Alex De Fursac Gash, Consultant, Capco
•   How to design customer centric business processes in the banking industry
  
  Diana Heckl, Project Manager at ProcessLab, Frankfurt School of Finance & Management
  Jurgen Moormann, Professor of Banking and Head of ProcessLab, Frankfurt School of Finance & Management
•   Banking at the checkout are retailers really a threat to banks
  
  Peter Welch, Independent consultant specializing in the banking sector
  Steve Worthington, Professor of Marketing, Faculty of Business and Economics, Monash University

CONTENT

•   A customer centric approach to community bank growth (Opinion)
  
  J. Bryan Bennett, President, Insight Data Group, LLC.
•   Customer centric document management (Opinion)
  
  Eric Broda, Managing Principal, Capco
•   Achieving data quality the key to a client centric environment
  
  Nolan S. Gesher, Senior Relationship Manager, ProfitStars, a division of Jack Henry & Associates, Inc
•   Suitability and appropriateness under MiFID faithful watchdogs or terrible twins
  
  Alessandra Chirico, Head of Research, European Capital Markets Institute, and Research Fellow, Centre for European Policy Studies (CEPS)
•   Switching costs emotional effects on dissatisfied customers behavior
  
  Jean-Charles Chebat, Chair Professor, HEC-Montreal
  Kaès Ben-Amor, Graduate Student, HEC-Montreal
•   Seven Ways to Drive Your Customers Away
  
  Suresh Gupta, Partner, Capco
  Rahul Kapur, Managing Principal, Capco
  Keith MacDonald, Partner, Capco
•   Compliance and master data management the new profit cocktail
  
  Joe DosSantos, Senior Director, Field Solutions, Siperian, Inc.
•   KYC-CRM
  
  Thomas Berger, Senior Consultant, Capco
  Erik Tjonneland, Consultant, Capco