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Course Content

PART 1: INTRODUCTION TO RETAIL BANKING
INTRODUCTION TO MODERN RETAIL BANKING
BANKS AND THE ACCUMULATION OF WEALTH
THE FIRST RETAIL BANKS
COMMERCIAL BANKS ENTER THE RETAIL BANKING MARKET
THE RISE OF RETAIL BANKING
RETAIL BANKING THROUGH THE ECONOMIC CYCLES
BUSINESS ON THE INTERNET
DIGITALISATION AND DIGITAL BANKING
FINTECH CASE STUDIES: WISE, REVOLUT
BANKING ON THE PHONE
RETAIL BANKING BUSINESS MODELS
BANK REGULATION
BANKING AND PAYMENTS
PART 2: DEVELOPING CUSTOMER MANAGEMENT CAPABILITIES
INTRODUCTION TO CUSTOMER MANAGEMENT
CORE CAPABILITIES OF CUSTOMER MANAGEMENT
KEY ROLES IN A CUSTOMER-CENTRIC BANK
MANAGE THE RELATIONSHIP BETWEEN THE BANK, ITS PEOPLE, AND ITS CUSTOMERS
GET, GROW, AND KEEP VALUABLE CUSTOMERS
HAVE A DEEP UNDERSTANDING OF CUSTOMER NEEDS, BEHAVIOUR, AND VALUE
PROSPECTS AND CUSTOMERS
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