Journal Detail

Journal 4 – Customers

March 2002

There is a growing recognition from major global financial institutions that their businesses are no different from any other. To attract and retain clients they need to improve the means by which they communicate with their clients, manage their assets, and understand their needs. This issue is dedicated to the topic of customers.

In recent years, there has been a growing recognition on the part of the major global financial institutions that their businesses are no different from any other; that they face the same business management issues as their peers within the manufacturing industries. Major financial institutions are beginning to recognize that to attract and retain clients they need to improve the means by which they communicate with their clients, manage their assets, and understand their needs. This is why this issue of the journal has been dedicated to the topic of customers.

The first section of this issue focuses on delivery channels. We look at the different channels that are available to financial institutions to day and examine how they are being utilized. The implications of the Internet as a delivery mechanism are also addressed within the context of today's regulatory and institutional frameworks.

The second section focuses on managing client assets and portfolios. The articles in this section discuss how the changing regulatory environment will necessitate a completely new approach to asset gathering. In addition, new operational and investment styles are reviewed in order to determine whether they can help global banking institutions improve the services, both in terms of asset management and service support, they provide their clients.

In the last section, we look at how the softer aspects are becoming key in attracting clients. The papers presented in this section review the success that branding strategies have had in gathering clients and assess the success that our industry has had in this space vis-a-vis other industries.

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