A recent report from BAI listed Relationship-Focused Culture as one of four key initiatives outlined in their survey of US financial institutions.  This is a significant step in the right direction that should open the door to many changes. If banks truly begin to push their front line staff to be relationship-focused, then they will eventually have to make the changes to the inner workings of the bank to enable and support that front line staff.   Of course, we would prefer to see a top down approach to this transformation, but maybe this bottom up approach is more likely to succeed than previous attempts.  After spending millions on complex data warehouses and CRM systems, banks must have realized that a new piece of technology would not change the organization.  Maybe changing the front line culture will lead to the necessary transformation in processes, systems, and even organizational structures. For more information on Relationship Centricity, please see the article:  The Relationship-Centric Bank.

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