CBA sees technology as the key to business banking success
(31 March 2006 – Australia) Commonwealth Bank will roll out a new internet based business banking service called CommBiz and extend customer relationship management system CommSee across all service platforms for its business customers.
Announcing his first major strategy direction since taking charge at CBA, chief executive Ralph Norris said the bank would tackle the business banking market "head on" to maintain and enhance its position.
Norris pointed to the "smart use" of technology and the simplification of systems and processes to make quicker decisions for customers as the key to achieving success in the business banking market.
"Our areas of strategic priority are enhancing customer service, improving business banking performance, applying smart technology and operational excellence to exploit the bank’s scale and advantage and fostering trust and team spirit through greater collaboration across the business," Norris said.
He said the Which new Bank program had provided staff with first rate tools and systems but that it was time to place "fresh emphasis" on delivering better standards of customer service.
Norris said the strategy, which he described as "evolutionary" was about excelling in customer service and getting the basics right.
Norris pointed to the "smart use" of technology and the simplification of systems and processes to make quicker decisions for customers as the key to achieving success in the business banking market.
"Our areas of strategic priority are enhancing customer service, improving business banking performance, applying smart technology and operational excellence to exploit the bank’s scale and advantage and fostering trust and team spirit through greater collaboration across the business," Norris said.
He said the Which new Bank program had provided staff with first rate tools and systems but that it was time to place "fresh emphasis" on delivering better standards of customer service.
Norris said the strategy, which he described as "evolutionary" was about excelling in customer service and getting the basics right.
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