Wells Fargo Case Analysis
Wells Fargo Case Analysis
Wells Fargo Case Analysis
1. INDUSTRY DYNAMICS
2. THE STRATEGY
SUCCESS DEPENDENT ON
Attractingnew customers to reach target
Retaining the customers
Simultaneous reduction in costs and spending
Importantly, making it easy for customers to migrate and stay
Continuous process and product innovation
WELLS FARGO OFS
MULTIPLE MEASURES WILL SHOW A BETTER PICTURE OF THE PRESENT AND THE FUTURE
THE BSC THEREFORE SHOULD FOCUS ON THE LEADING INDICATORS AND NOT LAG MEASURES
THE THREE THEMES: Add and retain customers, increase revenue/customer, and reduce costs/customer.
WELLS FARGO OFS
UPDATE
OBJECTIVES MEASURE
OBJECTIVES MEASURE
Customer usage Sessions per active customer (Precise numbers not yet
developed)
Increase efficiency No. of customers/agent