Relationship banking in practice: perspectives from retired ands current bank managers

Technological advances in retail banking have led to improved knowledge about customers and search-buy behaviours can now be tracked in more sophisticated and predictive ways. The challenge appears to be how to leverage this new knowledge in ways that deliver value to customers and the Bank when customers are interacting less frequently with staff members in-branch. While it would never be feasible to return to the highly personalised and intimate relationships between bank branch managers and their customers in former generations something of the personal appears to have been lost in the increasingly automated banking environment.