The Challenges and options that face a financial institution when setting up a self-service Internet site are daunting, but they should not be allowed to paralyze an organization's bid to capture high-value customers-college educated, 30- to 50-year-olds of medium to high income.

Even so, moving to the Internet is difficult. The Web represents an interesting hybrid of customer service and sales capabilities. It potentially combines the value add of the retail branch relationship manager with the costs and efficiencies of the automated telephone response systems.

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