The Situation After years of expansion and acquisitions, KeyCorp (Key) has grown into a $92 billion asset, bank- based financial services company providing a full complement of products and services to more than 2.4 million consumer and commercial clients. In recent years, the bank’s revenues and net income had stagnated—costs were high and the bank was losing market share. Key needed to become more client-focused if it was going to improve its

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