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Small Business Sales Challenge: Re-engaging Customers as the Branch Foundation Erodes

In the emerging customer engagement model, the emphasis is on streamlined and effective multi-channel interaction, guided by market and customer analytics.

As retail customers continue their migration to digital channels, banks are stepping up the pace of branch consolidation. Across the industry, institutions are busy tightening location count and staffing, anxious to cut expensive idle overhead as more consumer activity shifts to online, mobile, ATM and phone channels. But as retail-dominated change sweeps through the branch networks, the transition is posing challenges for an important companion line of business — small business banking. While many business ...

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