Management development is increasingly perceived, marketed and sold as a wise investment rather than simply a socially good thing for industry to provide. The most powerful demonstration of its investment potential is perhaps available from the action learning models that Revans has pioneered...

In this article the authors describe how the International Management Centre from Buckingham developed a unique marketing and selling training programme for the National Westminster Bank. Using distance teaching methods, specially developed resources and a cascade approach to training, IMCB...

The real success for major bank marketing initiatives depends on the highest possible degree of leadership and direction from the most senior executive officer. Innovation must stem from determining what the customer is (or will be) seeking and fulfilling that demand in a unique way; the next...

Market segmentation is a powerful and discriminating method of grouping customers categorically so that their needs may be properly addressed. Segmentation can be devised on a geographic, demographic, sociographic or psychographic basis, but a bank will only maintain its competitive edge if all...

Any strategy for new product development must be the responsibility of the marketing department, with a concerted effort to invite, encourage and reward ideas from other sectors of the organisation. Product development will follow the principles of the product's and customer's life cycle,...

Foreign exchange facilities for tourists in the tourist resort of Vilamoura in Portugal are examined. The structure and all facilities are there but not the service — queue lengths and time taken to process transactions being the main problems.

An updated version of the original (1985) text, the book covers all aspects of marketing and selling bank services: the role of marketing; behaviour of customers; intelligence, planning and organisation; product decisions; promotion decisions; place decisions; price decisions; achieving sales....

There are times when I wonder how University Schools of Business ever got involved in offering “general management programmes”. I wonder even more when I hear colleagues tell me: “We're a General Management School.” I think my puzzlement stems from a lack of understanding of what others...

Many companies have no customer services objectives or strategies and the service performance received by customers is ample evidence of this fact. Companies which formalise their approach, on the basis of a cost/benefit study of the marketplace, usually find considerable marketing benefits. A...