Branch Networks and Insurance Selling Available to Purchase

Banks and building societies are increasingly concerned to sell insurance and investment products within their branch networks. Reports on the different ways in which this process is managed within three major UK financial services institutions. Examines how the different forms of integration create distinctive problems for management. Argues that management has to balance the requirements for integration with the need to develop a change process which minimizes conflict and encourages co‐operation between different groups within the companies. Integration is seen as a long‐term change process which institutions need to manage in ways that fit their own existing cultures and structures. Such a change process can be most effective where it develops from a strong customer orientation so marketing has a central role to play.