 Operations, Sales & Service White Papers |
| Title |
Author |
Date |
Branch Strategies 
(Non-Members, click here to purchase) |
Jim Jerving |
September 2009 |
ACH Payments: A Key Tool in Your Electronic Payments Toolbox
(Non-Members, click here to purchase) |
Judy Dahl |
May 2009 |
The Decoupled Debit Dilemma
(Non-Members, click here to purchase) |
Elizabeth D. Thompson |
January 2009 |
Scoring at the Core: Strategies to Build Core Deposits—And Member Relationships
(Non-Members, click here to purchase) |
Karen Bankston |
January 2009 |
Credit Union Rewards Programs that Enhance Member Relationships
(Non-Members, click here to purchase) |
Neil Bartlett |
August 2008 |
Maximizing Debit Profitability and Usage
(Non-Members, click here to purchase) |
Darla Dernovsek |
June 2008 |
Strengthening Member Connections: 2007 Best Practices Awards from the CUNA OpSS Council
(Non-Members, click here to purchase) |
Karen Bankston |
May 2008 |
Taking Care of Business Members: The Case for Business Services as a Relationship-Building Strategy
(Non-Members, click here to purchase) |
Karen Bankston |
April 2008 |
Net Promoter® Score in Action
(Non-Members, click here to purchase) |
Elizabeth D. Thompson |
April 2008 |
Rethinking Branch Design: Strategies for Non-Traditional Approaches to Branch Design and Operations
(Non-Members, click here to purchase) |
Darla Dernovsek |
February 2008 |
Innovative Products that Generate Revenue
(Non-Members, click here to purchase) |
Jim Jerving |
November 2007 |
Creating an Experience Culture
(Non-Members, click here to purchase) |
Elizabeth D. Thompson |
August 2007 |
Small Business Services from an Operations Perspective
(Non-Members, click here to purchase) |
Neil Bartlett |
February 2007 |
Converting Indirect Members
(Non-Members, click here to purchase) |
Jim Jerving |
January 2007 |
Balancing Sales and Operations
(Non-Members, click here to purchase) |
Mark Arnold |
November 2006 |
Sales versus Service?
How a Members-First Approach Elevates Sales to Highest Form of Service
(Non-Members, click here to purchase) |
Karen Bankston |
October 2006 |
| BITS: Guide to Business-Critical Power (FREE) |
A publication of BITS |
June 2006 |
What Every Operations Professional Should Know in Preparation for Strategic Planning
(Non-Members, click here to purchase)
|
Karen Bankston |
November 2005 |
Energizing Win-Win Negotiations
(Non-Members, click here to purchase)
|
Sandra Bernard Dugas, Ph.D. |
October 2005 |
| Selling to the E-Member (Non-Members, click here to purchase) |
Darla Dernovsek |
January 2005 |
| Check 21: What’s Now? What’s Next? (Non-Members, click here to purchase) |
Darla Dernovsek |
December 2004 |
Using Balanced Scorecards in the
Credit Union Sales Management Process |
Denny Graham |
July 2004 |
| ALM Results to Directors |
Robert F. Lestina |
December 2003 |
| Credit Union Growth Strategies: Building Participation and Opportunity |
Karen Bankston |
June 2003 |
| Making Change Happen |
Darla Dernovsek |
May 2003 |
Branch Evolution Automation, Self-Service Strategies, Cross-Selling, and More
|
Darla Dernovsek |
April 2003 |
Fraud Prevention Strategies for Online Financial Services*
*links to page on cuna.org |
BITS Fraud Reduction Steering Committee |
April 2003 |
| Knowledge Management: Paying Attention to What Matters |
Darla Dernovsek |
October 2002 |
| Putting CRM to Work for Credit Unions |
Darla Dernovsek |
July 2002 |
| Creating an Integrated Credit Union Contact Center |
Darla Dernovsek |
June 2002 |
| Incentive Programs: The High Road to Peak Performance |
Dick Radtke |
March 2002 |
| Maximize Benefits and Minimize Costs with Simple Financial Tools |
Eric J. Bolland |
November 2001 |
Using Analysis Techniques for Decision Making and Maximizing Profits |
Eric J. Bolland |
June 2001 |
Call Center Cost / Benefit Analysis and Staffing Considerations |
Elizabeth D. Thompson |
May 2001 |
| Call Center Technologies |
Elizabeth D. Thompson |
April 2001 |