Relationship Management in Banking : Principles and Practice, Paperback by Goulding, Steve; Abley, Richard, ISBN 0749482834, ISBN-13 9780749482831, Brand New, Free shipping in the US

Based on the standards of the Chartered Banker Institute, this textbook for students and practitioners in personal banking, private banking, and commercial lending offers a focus on building relationships with customers. Th covers types of business customers, customer development and retention, and customer service and portfolio planning. It describes tools and techniques such as PESTEL and SWOT analysis, and considers the effect of legislation, regulation, governance, and technology on banking relationship management. Ethical issues are also addressed. Th concludes with a chapter-length case study and a glossary. Pedagogical features include chapter objectives and summaries, activities, and discussion questions, with answers found in chapter appendixes. B&w charts and graphs are included. Annotation ©2018 Ringgold, Inc., Portland, OR ()