1. MI021/CS021 Computers in Management Sept. 18, 2006 ING Direct Case www.gallaugher.com

2. Topics Covered ING Direct –Atoms vs. Bits-based businesses –Advantages over traditional banks –Limitations for continued advantage

4. Fire Bad Customers! If someone has a lot of demands we'll say "This is not the right thing for you. You need to go back to your community bank, which will gladly charge you for the service you want." Arkadi Kulhmann CEO ING Direct USA A ‘bad’ customers might Call customer service too often Ask for paper copies of statements Demand special treatment b/c they have high account balances