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Customer Centricity, Analytics, & Community Banks
February 21 @ 2:00 pm - 3:30 pm
Customer centricity is the idea that banks should focus on the needs of their customers to achieve sustainable, valuable relationships. Using ideas developed by Wharton marketing researcher Peter Fader, this WiBinar will discuss how to develop performance metrics, product development, customer relationship management, and company culture to focus on the needs of the bank’s valued customers and increase long-term profits. The session will also cover why community banks are particularly well-suited to this approach. Finally, the presentation will use examples from different industries to illustrate how analytics can enhance these efforts.
Explore the concepts of customer centricity and customer lifetime value
Identify ways to implement a customer-centric approach
Discuss how analytics can enhance the value of a customer-centric strategy
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