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Looking Beyond Products to Customer Lifetime Value

Ever since large-scale banks began surfacing more than four decades ago, the management division of labor has centered on products and channels. Each product team primarily focuses on meeting its individual profit goal for the year, with far less emphasis on building the overall profitability of each customer relationship. This system actually can work quite well in a strong market, where surging customer demand helps to satisfy the essential quest for sales volume. In turn, ...

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