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For eBusiness & Channel Strategy Professionals

Case Study: Citibank Perfects Online Account Opening

A Four-Year Effort Results In Significant Cost Savings And Revenue Generation

May 21, 2009

By Brad Strothkamp with Carrie Johnson, Courtney Tincher

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Why Read This Report

Citibank has topped Forrester's US bank public Web site rankings for the past two years. Citibank's success is due in part to an online checking account opening process that is an industry best practice. The account opening process took four years to redesign and reengineer but resulted in a major reduction in cost, a vast increase in revenue, and a superior customer experience for applicants.
Tags: Banking, Customer Experience Management, Financial Services, New Account Opening & Fulfillment, Online Banking, Online Financial Products & Services
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