© 2004

Multi-Channel Strategies for Retail Financial Services

A Management-Framework for Designing and Implementing Multi-Channel Strategies

  • Authors

Table of contents

  1. Front Matter
    Pages I-XVIII
  2. Patrick Dahmen
    Pages 183-194
  3. Patrick Dahmen
    Pages 195-215
  4. Back Matter
    Pages 217-217

About this book


The retail financial services industry is undergoing fundamental changes, as better informed and more demanding customers decide for themselves how, when and where they purchase personalised product solutions. Distribution, i.e. managing the exchange processes with the customer, remains the only sustainable competitive advantage. Multi-channel strategies have therefore been designed to improve the management of customer relationships and simultaneously to reduce overall distribution costs.

Patrick Dahmen analyses the internal and external dimensions of multi-channel strategies. Based on his professional experience in the industry and the results of an international benchmarking study he develops a management framework for the strategic design and operational implementation of multi-channel strategies. Case studies illustrate the underlying managerial challenges.


Financial Services Finanzdienstleistung Multi-Channel-Strategy Multi-Kanal-Strategie Relationship Marketing Retail Financial Services Vertriebsstrategie design

About the authors

Dr. Patrick Dahmen promovierte bei Prof. Dr. Walter Ackermann am Institut für Versicherungswirtschaft der Universität St. Gallen. Er ist als Direktor bei der AXA Gruppe in Deutschland für das Konzern-Controlling verantwortlich und hat zuvor als Assistent des Vorstandsvorsitzenden der AXA Gruppe in Deutschland an der Ausgestaltung der Multi-Kanal-Strategie mitgearbeitet.

Bibliographic information

  • Book Title Multi-Channel Strategies for Retail Financial Services
  • Book Subtitle A Management-Framework for Designing and Implementing Multi-Channel Strategies
  • Authors Patrick Dahmen
  • DOI
  • Copyright Information Gabler Verlag | Springer Fachmedien Wiesbaden GmbH, Wiesbaden 2004
  • Publisher Name Deutscher Universitätsverlag
  • eBook Packages Springer Book Archive
  • Softcover ISBN 978-3-8244-8191-0
  • eBook ISBN 978-3-322-81828-7
  • Edition Number 1
  • Number of Pages XVIII, 215
  • Number of Illustrations 8 b/w illustrations, 0 illustrations in colour
  • Topics Finance, general
  • Buy this book on publisher's site
Industry Sectors
Chemical Manufacturing
Finance, Business & Banking
Consumer Packaged Goods