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For eBusiness & Channel Strategy Professionals

What Drives Retention And Sales In US Banking?

Using Regression Modeling To Better Understand The Drivers Of Acquisition, Retention, And Cross-Selling In Banking

October 18, 2012

By Gina Sverdlov with Peter Wannemacher, Reineke Reitsma, Ryan Morrill

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Why Read This Report

In 2012, the age of the customer is in full swing. Gone are the days when companies could simply offer their services and customers could choose to take them or leave them — today, companies need to be customer-obsessed. An important step in being customer-obsessed is developing an understanding of current and potential customers' needs — and, in doing so, uncovering what drives business. In this report, we use regression analysis to examine the drivers of acquisition, retention, and cross-selling in the US retail banking industry to answer the question: "What really matters for US banking customers?"
Tags: Banking, Customer Advocacy, Customer Experience Management, Financial Services, Marketing & Strategy, Multichannel Customer Experience
US $ 499
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TABLE OF CONTENTS

  • Banking Success Means Understanding Consumer Choices
  • Drivers Vary By Firm

  • WHAT IT MEANS

    Knowing Your Clients'/Prospects' Drivers Is More Than Half The Battle

  • RECOMMENDATIONS

    Use Forrester's Regression Model To Test And Benchmark Your Brand
  • Supplemental Material
  • Related Research Documents
 
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