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.