22 CASE STUDY (Compulsory One of the new private banks tried to analyze its customer base, their banking habits and their aspirations, the market research brief was broad enough to include an investigation into customer psychographics, preferences as well as feelings for the bank, the Study was restricted to its customers. The research stumbled on to a starting finding for the bank on its loyalty factor. The implication is that the customers left the bank and migrated to some other service provider. The first Job was to define a customer for the purpose of the Stedy which was confined to existing customers of the bank's services as well as customer categorized as prospects'. Many service products were included in the study, but we will deal only with saving accounts. The acquired customers were either walk-in through personal selling by direct sales agents or bank personnel. A lost customer was defined as one who had stepped making any transactions for over a year, one who had closed his account or a prospect who did not finally agree to open a account. An analysis on the customer it lost and the underlying reasons thereof, makes interested observations. AYAM AY 12 Reasons for losing its customers Lost Customers( %) Customers did not understand the menage 5 Customer felt the bank personnel were rude Customer was dissatisfied with bank and its products 18 There were no follow ups from the bank in pursing the 65 customers Many customers for various reasons had changed their residuals and finding no other branch, or ATMs in the sincerity and due to inconvenience in going all the way to their earlier bankers, had opted to discontinue with the bank. 22 CASE STUDY (Compulsory One of the new private banks tried to analyze its customer base, their banking habits and their aspirations, the market research brief was broad enough to include an investigation into customer psychographics, preferences as well as feelings for the bank, the Study was restricted to its customers. The research stumbled on to a starting finding for the bank on its loyalty factor. The implication is that the customers left the bank and migrated to some other service provider. The first Job was to define a customer for the purpose of the Stedy which was confined to existing customers of the bank's services as well as customer categorized as prospects'. Many service products were included in the study, but we will deal only with saving accounts. The acquired customers were either walk-in through personal selling by direct sales agents or bank personnel. A lost customer was defined as one who had stepped making any transactions for over a year, one who had closed his account or a prospect who did not finally agree to open a account. An analysis on the customer it lost and the underlying reasons thereof, makes interested observations. AYAM AY 12 Reasons for losing its customers Lost Customers( %) Customers did not understand the menage 5 Customer felt the bank personnel were rude Customer was dissatisfied with bank and its products 18 There were no follow ups from the bank in pursing the 65 customers Many customers for various reasons had changed their residuals and finding no other branch, or ATMs in the sincerity and due to inconvenience in going all the way to their earlier bankers, had opted to discontinue with the bank