The importance of service management when entering into competition with other sectors

Date of publication: June 15, 1985

Author: Lars von Bahr


In the current situation of intensified competition with other financial institutions it is in my view necessary to gear the bank's marketing approach to the needs of the customers - and focus on their many different needs. Success is reserved to those who are able to market themselves as service undertakings with a wide range of financial services and internal marketing and training that Impart to all the employees a customer oriented focus. In this process, information on the needs and wishes of the customers, and hence market analyses, is a necessary tool.

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