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Question of Balance
by Bill Stoneman —
Getting the most from the branch may entail splitting
it into two complementary businesses: transactions and
consultative selling.
Channel
Harmonics
by Steve Klinkerman
— By animating all delivery channels with interactive
technology, Royal Bank of Canada is moving toward the
day when the system owns the customer. A Q&A with
CIO Marty Lippert.
Survival
Tactics
by Kenneth Cline —
BankBoston CEO Chad Gifford hopes his merger with Fleet
produces a long-term survivor. But integration and performance
challenges loom ahead.
Back Office
Blues
Hiring and retaining good workers is a constant struggle.
Strengthening recruiting and improving workplace quality
will help.
Cashing In
on Annuities
Improved products and marketing are helping banks in the
annuity market share race.
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