I couldn't believe my ears, but Victor Riley, Keycorp's energetic CEO, was preaching relationship banking to me: "To compete in the next century we need to establish a relationship with the customer in order to protect the franchise.

The key going forward is to do banking differently. We also need a distribution system that is large enough to reduce the per item cost, and an array of proven, effective products. We must provide a full range of products, yet not be all things to all people."

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