An in-depth look at how to build a customer-centric business process model Conversational in tone, Maximum Yield presents the six-stage customer-centric business process model that will enable banking executives and line-manager practitioners to direct organizational resources towards activities that will grow a more durable and profitable customer franchise. A "how to" instruction manual based on best practices observed around the world, Maximum Yield includes case studies, business process steps, and action plans for evolving the organization through business processes and technology. Jim Davis (Cary, NC) is Senior Vice President and Chief Marketing Officer for SAS Institute, the market leader in providing a new generation of business intelligence software and services that create true enterprise intelligence.