Introduction;Customer; Retail Banking and Wealth Management; Business Customers; Products and Services; Consumer Protection (Legislation and Regulation);Relationship; Reputational Risk; Servicing Customers; The Role of the Relationship Manager; Tools and Techniques to Help the Relationship Manager;Management; The Use of Technology in Managing Customer Relationships; Portfolio Planning and Segmentation; Strategic Imperatives in Relationship Management;Live Case Study; Putting it all Together sakriti opis