Develop strong customer relationships through new paths to the customer to assert themselves against the increasing number of branchenfremder competitors, increasingly in traditional fields of activity of the banks urge that need to develop these new routes to customers and intensify existing connections. The current trend study Bank & future 2011 the Fraunhofer IAO shows how banks on these new challenges and competitors are prepared. Still, the development of customer relations is the most important Lighthouse project from the perspective of the banks. In particular the intensification of customer management of existing customers is more important than new customer acquisition for many banks. Customers want with value-added services that are tailored to their individual needs, are more closely tied to banks. It aims to integrate further into the daily lives of our customers and their processes. New paths to the customer are also reached through mobile channels: due to the proliferation of smartphones and mobile devices, these are the bank customer Intensify interaction and far-reaching change.

The trend study illustrates the importance of mobile solutions and shows starting points for the development of existing solutions. The seventh trend study of the series Bank & future builds on the scientific findings of the research project Innovation Forum Bank & future at the Fraunhofer IAO and has now established itself as an important barometer of trends in the market. A free summary of the study is available from mid-July 2011 on the Internet under to the download available. The publication is at the price of 70 (incl. VAT and shipping) under the title Bank & future 2011 customer needs-based service and process innovations create value “about the ILO-shop under shop.iao.fraunhofer.de can be ordered online. More information: Fraunhofer IAO free download: trend study Bank & future 2007 Tobias Hug, Fraunhofer IAO