Omni Bank is undergoing a merger and has two important decisions ahead. First, it must ensure that its model-based approach to customer interaction on the newly acquired friends savings and loan branches. Friends have a culture personal contact with their customers and are likely to be resistant to change impersonal. However, impersonal model much better at detecting fraud, which grows in the banking sector. The second solution is to use biometrics to help prevent fraud. Biometrics, such as eyes and fingerprints, can almost destroy some types of fraud, but its implementation has serious implications for the management of customer relationships. "Hide
by Francis H. Frey, Hanna Rodriguez-Farrar Source: Harvard Business School 15 pages. Publication Date: Sep 04, 2001. Prod. #: 602068-PDF-ENG
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