Re-Activating Lapsed Leasing Customers
A behavioral analysis of the performance of account managers and operational groups led to a clear strategy for re-capturing leasing customers using other vendors, as well as improving retention of existing clients. Recommendations were easy to implement and led to substantial increases in revenue within 6 months.

Packaging financial services for Business Banking
Our role in this study was analysis and recommendations. The work used a database that the bank collected in another study. We applied sophisticated multivariate analysis to the material coupled with a thorough understanding of the business. The result was a market segmentation strategy that showed how lending & insurance products should be packaged and marketed to maximize both product sales and revenue.

The Future of the Public Sector
Using a modified Delphi technique, this formative opinion leader study was designed to identify trends in the public sector over the next 5-7 years and how they would affect the banking services that the sector needs. Opinion leaders from five public sectors were interviewed: health, colleges & universities, boards of education, municipalities and higher level government. Forces at work in the sectors proved to be similar and four stages in development could be predicted. We identified indicators of stage, as well as the appropriate products in seven product lines that should be developed and promoted at each stage.

Innovative Strategies for Financing Social Housing
This was an “Expert Opinion Study” to find new ways to fund social housing. In-depth interviews with corporate finance specialists focused on developing innovative strategies for funding social housing projects. Finance specialists from leading firms, guided by a carefully built set of questions, developed strategies to lower government borrowing costs and make it more practical to fund new social housing. Each participant was credited with their unique ideas in the report to facilitate government follow-up. The ideas were supplemented with ideas gathered from secondary research. Our job was also to translate the corporate finance ideas into simpler language to make the material easier to understand.

Streamlining Credit Approvals for Small Business
Our client had recognized problems in the turnaround time for vetting small business loan applications. Through an extensive interview process and following paper trails, we identified redundancies and unnecessary steps in their credit approval process. The study resulted in reducing turnaround time by one-third to one-half for small business loans.

Account Manager Performance – External versus Internal
We surveyed a select group of bank clients about the performance of their account manager. Their ratings were compared to supervisory ratings inside the bank. After correcting for differences in rating practices, we found that judgments were quite different. Results pointed to a client-centered strategy for monitoring and responding to account manager performance.