Driving Customer Loyalty Through IT Excellence
Driving Customer Loyalty Through IT Excellence
2 Pages::: CASE STUDY ::: The German direct bank ING-DiBa has com- pleted a long phase of growth with its customer numbers climbing from 1.8 million in 2002 to over 6.6 million in 2008. Over the same period the total volume of mortgages provided by the bank rose from two billion to 45 billion euros. It will hardly come as a surprise, therefore, that managing the growth was the number one pri- ority for Kees van Rossem. The key factors driv- ing t
