For Financial Services Professionals

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	July 7, 2006 The Financial Services Survival Guide Retail Financial Services Firms Need To Master Five New Skills by Bruce D. Temkin with Peter Hult	Average: 10  (2 ratings)

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Executive Summary

Forrester's customer advocacy rankings show that retail financial services firms aren't meeting the current needs of customers. What's causing the problem? Organizational silos. But Forrester sees an end to this status quo. The changing needs of customers, increasing competitive pressure, and emerging technology capabilities will push leading firms to break down their internal silos and create innovative new products and services. As the industry goes through this change, firms will need to master five new skills: customer-centric DNA, solution management, cross-channel process agility, integrated merchandising, and interactive education.

TABLE OF CONTENTS

• Financial Services Firms Need To Bust Their Silos
• Five Skills For Making Financial Institutions More Responsive

WHAT IT MEANS

• New Skills May Require New Organizations
• Related Research Documents

This is an excerpt

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