The future shape of retail banking; After some years looking at new ways of distribution and new channels to customers, such as the internet, the retail banking industry is taking a fresh look at its most familiar format: the retail branch. The reason, explains Karen Young, lies in the way that banks can now offer higher-value services.(Information Technology)(application of Customer relationship management software and VoIP (Network protocols))

African Review of Business and Technology,  February, 2005  by Young, Karen

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OUR WORKING LIVES may be dominated by the internet, but when it comes to money we're mostly pretty conservative and cling like limpets to our old friend--the retail bank on the high street.

Well, here's good news for us all: the banking industry itself is, after years of downgrading that brick and mortar outpost, starting to take a fresh look at the branch. The reason? The meeting of two desires: customers wanting a real-life face to sit with when discussing complex products like investments or mortgages and banks wanting to maximise earnings per customer. The whole area is being ...

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