Bank One, a leading US business and personal financial institution, recognised its level of charges to top customers were subsidising other customers. To identify its profitable customer segments the bank implemented a set of measures to identify the profit drivers in the top segment and, armed with the data, the was able to focus its resources more productively, and it improved service levels to and stabilised relationships with, key customers....

BPIR Categories

4.1.1 Identify market segments & target customers
1.3.3 Review customer relationship approach

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