From Customer Relationship Management to Customer-Managed Relationships: The Key to Successful Retail Bank Onboarding

Tara Litchfield  |  Director of Experience Design

May 16, 2017

In retail banking, it’s a well-established axiom that the best time to expand the account relationship is during onboarding. What is not so clear-cut is, what is the best approach to maximize opportunities during those first 90 days of onboarding. What are the right products to offer customers? When? How? This research uncovers new ways to establish trust and boost cross-sell and upsell in a new banking relationship.

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Tara Litchfield
As Catalyst’s director of experience design, Tara develops engaging and effective experiences for our clients’ customers. She leads research initiatives that uncover new insights, then translates those insights into optimized customer experiences. She has worked with a variety of Fortune 500 clients, including American Express, Honeywell, Kaspersky Lab, Paychex, Sears, Anthropologie, Carpet One, Reebok, Verizon, and Campbell’s Soup, among others.

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