Every bank understands the imperative need to get closer to its customers to increase retention and maintain a competitive edge. Banks are increasingly facing more challenges in their effort to be closer to their customers. Customer expectations are changing rapidly being influenced by the fast change of pace in the industry as well as the increased quality of service they get from other industries. Also,the market has recently seen the uprising of several disruptive non-traditional players who are more agile and are altering the playing field dramatically. The above means that higher rates of customer churn is a reality today leading to flat lining or even decreasing growth.
