EBI Publications

2 w w w . e b i . g o v . e g customers and to capture more revenue per customer by offering new value-add services and more predictable fee-based products. These services are provided in compact retail branch bank offices situated in scores of locations around the country and around the world. Employing a network that spans a centralized headquarters location, a data center, regional offices and geographically dispersed retail bank branch offices. Networked systems host applications that handle a variety of bank transactions, such as deposits and withdrawals, loan payments, credit checks, and money transfers. Growing customer profitability with every interaction: The retail customer has changed. No longer the depository-based, interest-yielding savings account a primary long-term vehicle for investment. Retail customers have increasingly moved their assets to brokerage based accounts. Credit unions, mortgage lenders, brokerage firms and regional, national and international banks seeking to attract the same customer. Many financial institutions have invested heavily in Customer Relationship Management (CRM) systems, yet large financial institutions may have multiple distinct divisions and lines of business, each with their own view of an individual customer. To translate this vital customer data into both an increased share of customer wallet and additional cross-sales opportunities throughout the enterprise, retail banks must integrate disparate customer information from across the entire enterprise into a single view of each of their customers. Retail customers interface with their bank through multiple channels, and today's leading banks must ensure that the customer receives consistent, high-quality service across all service channels. Technology had made it possible to deliver services, providing instant updates to checking accounts and rapid movement of money for stock transfers through ATM (automated teller machines), call centers, home banking and on-line services (mobile and wireless devices). Retail investment products: As regulations have eased over the last few years, banks have been able to expand banking investment services from deposit taking, to a much wider range of retail savings investment products. This includes a range of savings accounts, brokerage accounts, mutual funds, insurance based

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