L’evoluzione dei processi commerciali e dei modelli di servizio nei rapporti banca-Pmi

A survey conducted in 2014 on a large sample of Italian banks on commercial approaches and service models concerning corporate customers shows an advanced situation in commercial planning, in the level of integration between distribution channels and in the use of information systems to support business processes. However, there is room for improvement of the service model, in order to increase staff engagement, to innovate and integrate distribution channels and to raise the quality of relationships.