Christopher Roßmann

(Author)

Customer journey analytics for the financial sector. How do customers make decisions regarding their bank?Paperback, 23 October 2019

Customer journey analytics for the financial sector. How do customers make decisions regarding their bank?
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Print Length
106 pages
Language
English
Publisher
Science Factory
Date Published
23 Oct 2019
ISBN-10
3964870188
ISBN-13
9783964870186

Description

The financial industry is facing wide-ranging changes due to historically low interest rates, higher regulation and the rise of online banks and digitization. Traditional retail banks have been losing market share, bank branches have been merged as well as products and services changed. Christopher Roßmann shows how important it is that banks understand their customers' decision-making process. Therefore, he conducts a customer journey analysis for the German saving bank. He focusses on comprehensive bank consultations. Roßmann uncovers reasons for a low perception of the consultation approach by customers. In his book, he provides improvement proposals for several units of the bank and develops an improved target vision for the customer journey. In this book: - Sparkasse; - Sparkassen-Finanzkonzept; - process management; - product management; - marketing; - UX

Product Details

Author:
Christopher Roßmann
Book Format:
Paperback
Country of Origin:
US
Date Published:
23 October 2019
Dimensions:
21.01 x 14.81 x 0.64 cm
ISBN-10:
3964870188
ISBN-13:
9783964870186
Language:
English
Pages:
106
Publisher:
Weight:
149.69 gm

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