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By Patrick Dahmen

The retail monetary providers is present process basic alterations, as higher educated and extra difficult clients come to a decision for themselves how, whilst and the place they buy personalized product ideas. Distribution, i.e. dealing with the alternate procedures with the client, is still the single sustainable aggressive virtue. Multi-channel suggestions have hence been designed to enhance the administration of purchaser relationships and concurrently to minimize total distribution costs.

Patrick Dahmen analyses the interior and exterior dimensions of multi-channel ideas. in line with his specialist adventure within the and the result of a global benchmarking examine he develops a administration framework for the strategic layout and operational implementation of multi-channel recommendations. Case stories illustrate the underlying managerial demanding situations.

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Extra info for Multi-Channel Strategies for Retail Financial Services: A Management-Framework for Designing and Implementing Multi-Channel Strategies

Example text

In addition, these multi-channel shoppers are also more valuable: Jupiter Research estimates that these multi-channel shoppers spend about one third more than their single-channel counterparts. 12• Similarly, in the spring of 2002, Forrester Research revealed in a survey that multi-channel consumers spend about 30% more than consumers who use just one distribution channel. Furthermore, about 50% of consumer use online and omine distribution channels to the same extent. 121 These research conclusions represent one fundamental justification for the implementation of multi-channel distribution strategies, where the customer can choose between various distribution channels depending on the specific situation.

Academic and Empirical Relevance of the Research Subject 33 product offering and, thus, with an abundance of options to choose from - Gross qualifies this trend as the 'multi-option society'. 12. The multitude of options also refers to the entire value system (value pluralism), which breaks up and become unstable, undergoing constant changes. This change in the value system was initiated by a shift in the value system from a society focussed on discipline, work and diligence (workers' society) to a more open society, seeking a work-life balance, autonomy and fun (event society).

1999, pp. 25-6. Porter, M. 2001, pp. 65-70. Ehrler, B. 1999, pp. 115-124. , Verweire, K. and Roelandt, P. 2001, p. 117. Ehrler, B. 1999, pp. 115-124. Heinsen, A. 2001, p. , Balasubrarnanian, S. and Bronnenberg, B. 1997, p. 334. Schramm-Klein, H. 2003, p. 32. Academic and Empirical Relevance of the Research Subject 37 ferent distribution channels via a multi-channel distribution system requires first and foremost the possibility of exchanging data across these channels. The Internet, which has been designed to foster this (inter-)connectivity, is, therefore, an important technological prerequisite for the implementation of a true multi-channel distribution strategy.

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