Client Centricity

The financial market crisis has brought the very business models of many banks into question. What lessons should banks take from these events? What consequences will the industry have to face when dealing with clients? These questions are at the center of this book, with contributions from renowned experts and examples from theory and practice. Client commitment – the pursuit of pure customer focus – has become a success factor in many areas of the banking industry. This book sheds light on the theoretical aspects of client commitment and shows how its various facets are being put into practice.



JAN U. HAGEN is an associate professor at ESMT European School of Management and Technology. His research and teaching focus is on leadership and organizational behavior, error management, in particular.

In addition to his academic work, he has more than 15 years of management experience in the European financial service industry. He is the author of Confronting Mistakes.



ULRICH SCHÜRENKRÄMER is a member of the Management Committee Germany and Regional Head South (Germany) at Deutsche Bank. Prior to joining Deutsche Bank, he worked for Bayerische Hypotheken- und Wechsel-Bank. With over 30 years of management experience in corporate banking he worked in London, New York, and various locations in Germany. In addition to his professional

responsibilities and board memberships in the financial sector, he is a board member of several organizations focusing on educational and cultural concerns.