Managing the value chain in a large nordic bank: The case of Danske Bank

Abstract

The scope of the study is to analyze the relationship between employee satisfaction and motivation on one side and customer loyalty and customer profitability on the other in Danske Bank. Danske Bank is the leading financial institution in Denmark and one of the largest and highest rated in the Nordic region. Danske Bank has for many years measured and analyzed various aspects of business performance. In 2002 Danske Bank and Ennova, the partner of Danske Bank in performance measurement, teamed up with Center for Corporate Performance at The Aarhus School of business in order to set up a scientific approach to the analysis of performance measurement data. This lead to a project, from which some of the results are presented here. The main conclusion is that in Danske Bank there is a very significant relation between satisfied and motivated employees and the bottom line results of the bank. This relationship holds good whether you are focusing on sales or whether you are focusing on costs. © 2009 Springer-Verlag Berlin Heidelberg.