Business TrackCUSTOMER CENTRICITY 2

Monday, October 8, 2018
1:30 PM - 3:00 PM
Grand Pacific Ballroom


Overview

Case Study: Commerce Bank


Details

Commerce Bank has become one of the fastest growing banks in the country, despite having defied conventional wisdom about how to grow deposits. Banks historically have grown either by competing on deposit rates or through acquisitions that expand their deposit base. Commerce has the lowest deposit rates in each of the local markets it serves and has acquired no other banks, yet its growth rate is unparalleled. Its secret? Commerce differentiates itself on service. Explores the highly refined service model that guides the design of its operations and service features and considers the trade-offs involved in competing on service.


Speakers

DENNIS CAMPBELL

Dwight P. Robinson, Jr. Professor of Business Administration

Harvard Business School

CUSTOMER CENTRICITY PART 2

Biography

Dennis W. Campbell joined the faculty of the Harvard Business School in 2003. He is currently the Dwight P. Robinson Jr. Professor of Business Administration. In addition to his academic position, he also serves as the Head of the Accounting & Management unit at HBS. During his time on the faculty, he has taught in and chaired a variety of courses in the school’s MBA, doctoral, and executive education programs in Boston, Asia and the Middle East.