28th May 2002

Bank One Case Study

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In recent years, Bank One’s retail Business Banking Group had served the "top five percent"o f its customers through 440 relationship managers who acted as the single point of contact for a customer’s total financial needs. Despite this approach, the Group was losing premier customers at an alarming rate due to lack of consistency through-out the organization. Bank One found it was doing business 24 different ways in 24 different markets.

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