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- Title
Customer Retention and the Value of Mortgage-Servicing Rights.
- Authors
Baker, Pamela Smith
- Abstract
The article looks at how customer-retention activities can extend the useful life of mortgage-servicing rights (MSR). It is noted that the goal of providing highly desirable services and complimentary products is to create a lasting relationship with the customer wherein the mortgage company takes on the role of a respected financial counselor and is not simply a provider of a commodity. One potential effect of such activities is that customers have valuable incentives to keep their mortgage loans active for a longer period of time.
- Subjects
CUSTOMER retention; MORTGAGE loan servicing; CUSTOMER relations; CUSTOMER services; MORTGAGE banks
- Publication
Bank Accounting & Finance (08943958), 2007, Vol 21, Issue 1, p35
- ISSN
0894-3958
- Publication type
Article