I-NET Enabled Customer Focus The Case of LGT Bank in Liechtenstein

I-NET technology (Internet/Intranet) holds great potential for the structuring and support of a company’s business processes. Prior to introducing such technology, however, the following questions need to be answered: Where does this potential lie exactly? Where are the differences in comparison with other IS/IT projects? How productive is an I-NET project? LGT Bank in Liechtenstein is an internationally active private bank. In 1996 the bank revised its corporate strategy with the aim of changing from a product-driven to a customer-centric organization and thus improving client benefits. As a result, changes became necessary in the bank’s structures and processes and new demands were made on its information systems. The bank decided to overcome the deficits with an Intranet application and to integrate frontand backoffice processes via a common information system. Accordingly, the bank built up an appropriate company-wide I-NET infrastructure. This report describes the procedure adopted by LGT Bank in Liechtenstein in developing the application and introducing the technology; it portrays the technical and organizational solution and outlines the differences in comparison with conventional IS/IT projects. The report concludes with an analysis of the project’s success factors. It therefore provides data in answer to the above-mentioned questions and serves as a guide for enabling other companies with similar conditions to successfully implement such projects.