Banks of the Future, Networked Banks
Until recently, the banking sector was also dominated by euphoria over the Internet. This trend now threatens to turn around completely, although we must not forget that the Internet will continue to gain importance as a sales and delivery channel. At the same time, credit institutions which cling to old-fashioned ways are threatened not only by a loss of image but also by a loss of customer relationships and even more importantly their interface with the customer.
There is thus strong demand for models which are based on completely new organizational schemes and allow banks to install themselves in the value-added chain for the customer before a non-bank enterprise does it first. This will involve networked service creation and new delivery channels just as much as enhanced customer relationship management. At the same time, however, new products and services are required in order to remain competitive and increase customer satisfaction.