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Endorsed by the Chartered Banker Institute as required reading for the Chartered Banker programme and recommended for banking studies at higher education, develops the capability to manage key customer relationships.

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Introduction;Customer; Retail Banking and Wealth Management; Business Customers; Products and Services; Consumer Protection (Legislation and Regulation);Relationship; Reputational Risk; Servicing Customers; The Role of the Relationship Manager; Tools and Techniques to Help the Relationship Manager;Management; The Use of Technology in Managing Customer Relationships; Portfolio Planning and Segmentation; Strategic Imperatives in Relationship Management;Live Case Study; Putting it all Together

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