Context
This case study presents the strategic support provided to a regional financial institution facing a gradual decline in its customer base and a significant drop in cross-selling over a five-year period. Despite having a large customer base, the organization was steadily losing market share to direct competitors.
Symptoms
Decline in customer base and cross-selling performance.
Objective of the Approach
Understand the root causes of the decline in customer base and cross-selling, and adjust communications and service offerings to better meet the needs of various customer segments using a customer satisfaction survey.