Multi-Channel Strategies for Retail Financial Services

A Management-Framework for Designing and Implementing Multi-Channel Strategies

  • Authors
  • Patrick¬†Dahmen

Table of contents

  1. Front Matter
    Pages I-XVIII
  2. Patrick Dahmen
    Pages 183-194
  3. Patrick Dahmen
    Pages 195-215
  4. Back Matter
    Pages 217-217

About this book


The retail financial services industry is undergoing fundamental changes, as better informed and more demanding customers decide for themselves how, when and where they purchase personalised product solutions. Distribution, i.e. managing the exchange processes with the customer, remains the only sustainable competitive advantage. Multi-channel strategies have therefore been designed to improve the management of customer relationships and simultaneously to reduce overall distribution costs.

Patrick Dahmen analyses the internal and external dimensions of multi-channel strategies. Based on his professional experience in the industry and the results of an international benchmarking study he develops a management framework for the strategic design and operational implementation of multi-channel strategies. Case studies illustrate the underlying managerial challenges.


Financial Services Finanzdienstleistung Multi-Channel-Strategy Multi-Kanal-Strategie Relationship Marketing Retail Financial Services Vertriebsstrategie design

Bibliographic information

  • DOI
  • Copyright Information Gabler Verlag | Springer Fachmedien Wiesbaden GmbH, Wiesbaden 2004
  • Publisher Name Deutscher Universit√§tsverlag
  • eBook Packages Springer Book Archive
  • Print ISBN 978-3-8244-8191-0
  • Online ISBN 978-3-322-81828-7
  • Buy this book on publisher's site