Webinar: Credit Card Customer Retention

by Zilvinas Bareisis, September 9, 2011
Operations/ Benchmarking
Global, Asia-Pacific, EMEA, Latin America, North America


Customer retention is a critical activity for most financial institutions. However, there is considerable diversity in retention operational practices and performance results. Zilvinas Bareisis, London-based Senior Analyst with Celent's Banking group, explores customer retention performance and practices among 10 credit card issuers and a UK bancassurance player. While most deploy specialized resources, the degree to which the unit is dedicated to cards retention varies widely across the issuers. This webinar discusses why the customer retention area is in transition, with many respondents either actively changing their practices or recognizing the opportunity to improve.

This webinar draws on findings from the report Credit Card Customer Retention: Benchmarking Study Results.

For more information or a copy of the presentation, please contact Steve Nawrocki at +1.617.262.3128 or snawrocki@celent.com.

Audio from the event is available here.

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned operating unit of Marsh & McLennan Companies [NYSE: MMC].

Media Contacts

North America
Michele Pace
Tel: +1 212 345 1366

Europe (London)
Chris Williams
Tel: +44 (0)782 448 3336

Asia (Tokyo)
Yumi Nagaoka
Tel.: +81 3 3500 3023

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