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Essay / Research Paper Abstract
This 5 page paper looks at different performance measures which may be used in a bank such as new customers, new products, cross sales, customer retention and revenue, and considers the ways in which they may be linked. This is assessed with the aid of causal chains. The bibliography cites 1 source.
Page Count:
5 pages (~225 words per page)
File: TS14_TEbankmeas.doc
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Unformatted sample text from the term paper:
placed under one of four category headings; learning/growth, internal business process, customer service and financial. It is worth noting some of these measures may be classed under more than one
heading; for example the number of new customers and number of new products have been placed under the heading internal processes, as this may reflect internal processes with new products
offered to customers as a result of the customer relationship management systems, automatic mailings etc. New customers may also be gained through the marketing and internal processes. However, they may
equally be considered a part of customer services, as it may be the employees that generate the new sales and gain the new customers in their interaction and good service
or through referrals. This also demonstrates the way that they are al interlinked. Table 1 Table of measures Learning/Growth Internal Business Process Customer Service Financial New Product Introduced New loans
created Customer Satisfaction Outstanding Loan Balances Employee training hours New Accounts Customer Retention Deposit Balances Sales calls to potential customers Thank-You Calls/Cards to new and existing customers Non-interest Income(NII)
Number of products per customer Number of new customers Employee Satisfaction Employee Turnover Referrals
Cross Sales It is now possible to look at the way that these are all linked together by creating some causal chains to show the way these
are all interlinked with one leading to the next. Figure 1 New product causal chain In this chain the
process starts with the development of a new product, this may be a new type of loan, investment or other financial service. The development of the product will then lead
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