"Does investment in information technology contribute more to profitability or to strategic competitive advantage?" Leland Wines evp and CFO Bank of Walnut Creek "Our investment in technology is twofold; most of it is directed (at) improving customer service and being able to respond to client needs with greater efficiency and thoroughness. If you get an edge on the market with some competitive technology it will soon be widespread. So I think it's a short term strategic advantage, but mainly it's for providing better services for profitability and for market retention and growth." Craig D. Elderkin partner, banking and finance, Diamond Technology Partners, Inc. "The critical success factor around that kind of investment is the organization's mind set (on) individual customer needs and customizing delivery to meet the needs of those individual customers. The successful banks develop learning relationships through the use of technology that both increase customer retention and increase share of wallet while raising barriers to other banks. " Bob Landry consultant The Tower Group "It depends upon where that investment is made. Competitive advantage gives you profitability; I don't think they're mutually exclusive particularly in this day of mergers and acquisition."

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