As banks strive to differentiate themselves in a crowded, competitive marketplace, many institutions are realizing that a customer-focused strategy is the surest way to win.

But the transition from a transaction-oriented to a sales-oriented organization is a tremendous challenge. Fortunately, information technology can make this transition easier by providing bank product retailers with a wealth of customer information, and by reducing the amount of nonproductive and nonselling activities that take up much of the traditional banker's time.

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