In a recent research report, Thomas K. Brown of Donaldson, Lufkin & Jenrette poses six questions that investors should ask a bank. The questions, reprinted below, say volumes about the importance of eVectively deploying information technology.
1. Do you have customer proWtability and segmentation information available to those dealing directly with the customer, whether in the branch or over the phone? If the company is not even developing customer proWtability or segmentation information at the point of customer contact, be concerned.