Executive Summary (This is a document excerpt)

Financial services institutions (FSIs) are once again focusing on retaining their existing customers, but with little success. Given a lack of clear metrics on what attrition is and no enterprise focus on the problem, FSIs are reactively rather than proactively trying to hold onto customers. To achieve success, FSIs should think more strategically about retention by baking it into every step of the customer life cycle: target, acquire, service, and develop. Smarter use of the technology tools available, revisiting processes to improve the customer experience, and ensuring the organizational culture supports retention are all ways to improve attrition rates.

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