IDEAS home Printed from
   My bibliography  Save this article

How to design customer-centric processes in the banking industry




Banks and other financial services providers continuously claim to offer customer-oriented services, yet they still focus on delivering products instead of providing solutions to their customers’ needs. For instance, banks offer business customers only products and services that solve isolated problems, such as liquidity, financing, and investment services, and fail to reflect the intrinsic requirements of business clients, such as procurement, order fulfillment, and sales. Hence, customers are rarely fully satisfied with banking services. Consequently, the consistent alignment of financial services to customer processes becomes increasingly important for enhancing the competitiveness of banks. This paper will present the design of a customer-centric business process model, which allows banks to closely align their business processes with those of their customers and as a result achieve a high level of customization and to provide a new spectrum of services that add value to the clients. The sample that will be analyzed in this paper will comprise of small and mediumsized enterprises.

Suggested Citation

  • Heckl, Diana & Moormann, Jürgen, 2007. "How to design customer-centric processes in the banking industry," Journal of Financial Transformation, Capco Institute, vol. 21, pages 67-76.
  • Handle: RePEc:ris:jofitr:0866

    Download full text from publisher

    File URL:
    File Function: Full text
    Download Restriction: no

    More about this item


    banks; customer-centric; customer process; financial services;

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing


    Access and download statistics


    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ris:jofitr:0866. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Prof. Shahin Shojai) or (Rebekah McClure). General contact details of provider: .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.