To streamline its distribution network a large regional bank had been closing branches based on traditional measures of productivity. Later in the process the bank recognised that other metrics were needed as branches did not contribute equally to bank profitability. To better assess a branch's contribution it investigated how each branch served its customers in…

BPIR Categories

1.3.3 Review customer relationship approach
1.1.1 Customer performance/satisfaction measurement
2.2.4 Formulate and review business unit strategy

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