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Management for Professionals

Customer Value Generation in Banking

The Zurich Model of Customer-Centricity

Authors: Auge-Dickhut, Stefanie, Koye, Bernhard, Liebetrau, Axel

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  • Offers a framework for the development of business models of banks
  • Shows how customer value is created in banks, focusing on the Zurich model
  • Includes an exclusive chapter on systemic change management
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eBook 46,00 €
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  • ISBN 978-3-319-19938-2
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Hardcover 57,19 €
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  • ISBN 978-3-319-19937-5
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Softcover 57,19 €
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  • ISBN 978-3-319-36879-5
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About this book

The banking sector is undergoing a process of fundamental transformation – mainly due to the challenges of digitalization, insistent customers, regulation and a volatile economic environment. This book provides an in-depth understanding of the underlying logic of 21st century’s banking environment and helps to develop a roadmap for the successful transformation of contemporary business models. The authors introduce the ‘Zurich model for a customer-centric banking architecture enabling the reader to develop a sustainable business model which copes with the challenges of this information age. They identify customer behavior traps in such an environment; introduce adequate strategic instruments and cornerstones for providing added value through financial services, and provide core factors for conducting a successful transformation process.

About the authors

Stefanie Auge-Dickhut is Head of Research and Deputy Director of the Swiss Institute for Financial Education (SIF) which is part of the Kalaidos University of Applied Science Switzerland. She has a broad knowledge as consultant and researcher with various publications and has worked in the finance field (team head Ernst & Young), notably in the banking industry (head of valuation HVB Consult) for more than 10 years. She is founding partner of Koye & Partner Consulting.

Prof. Bernhard Koye is Director of the SIF and a specialist in business models of banks and change management and a senior expert in banking education. Among others, he acted as divisional head executive education at Swiss Finance Institute; as department head for leadership and Executive training at UBS Wealth Management and as Managing Director of the Zurich Wealth Forum. He is founding partner of Koye & Partner Consulting.

Axel Liebetrau is a thought-leader for innovation and foresight in banking and insurance. He is speaker, consultant and entrepreneur with passion and commitment. Axel Liebetrau has a German degree in Banking and Finance and UK Master of Business Administration in International Management Consulting. He is founder of BIG – Banking Innovation Group, Europe's only management consultancy focused on innovation and trends in Banking and Insurance.

Table of contents (10 chapters)

Table of contents (10 chapters)

Buy this book

eBook 46,00 €
price for Spain (gross)
  • ISBN 978-3-319-19938-2
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover 57,19 €
price for Spain (gross)
  • ISBN 978-3-319-19937-5
  • Free shipping for individuals worldwide
  • Immediate ebook access, if available*, with your print order
  • Usually dispatched within 3 to 5 business days.
  • The final prices may differ from the prices shown due to specifics of VAT rules
Softcover 57,19 €
price for Spain (gross)
  • ISBN 978-3-319-36879-5
  • Free shipping for individuals worldwide
  • Immediate ebook access, if available*, with your print order
  • Usually dispatched within 3 to 5 business days.
  • The final prices may differ from the prices shown due to specifics of VAT rules
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Bibliographic Information

Bibliographic Information
Book Title
Customer Value Generation in Banking
Book Subtitle
The Zurich Model of Customer-Centricity
Authors
Series Title
Management for Professionals
Copyright
2016
Publisher
Springer International Publishing
Copyright Holder
Springer International Publishing Switzerland
eBook ISBN
978-3-319-19938-2
DOI
10.1007/978-3-319-19938-2
Hardcover ISBN
978-3-319-19937-5
Softcover ISBN
978-3-319-36879-5
Series ISSN
2192-8096
Edition Number
1
Number of Pages
XXII, 195
Number of Illustrations
18 b/w illustrations, 35 illustrations in colour
Topics

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