Presented at the Bankers Association for Finance and Trades 12th Annual Conference on International

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Warren D. Shifferd, Jr. Senior Vice
President Comerica Bank Technology in the Balance
- Satisfying Customers, Employees and Shareholders
Presented at the Bankers Association for
Finance and Trades12th Annual Conference on
International TradeGaining the Edge in a
Competitive Market In cooperation withThe
Chicago Council on Foreign Relations
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Meeting the Needs of Principal Stakeholders
Customers
Employees
Shareholders
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Reexamining the Starting Point
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Who are our Customers today?

• What customer segments are we best positioned to
  serve?
• What are our customers telling us are their must
  haves and nice to haves?
• What level of participation (i.e., time, ) are
  they willing to contribute to achieve these
  goals? Any potential for partnership?
• Do their approved corporate technology
  investments support their must haves?

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Are we prepared?

• How do our products, processes and platform match
  up against our customers current and future
  needs?
• How will we prepare our employees to meet our
  customers current and future needs?
• Are we effectively utilizing the technology we
  have in the delivery of our services?
• Can we justify ongoing investment in our
  employees, products and technology?

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Does the value proposition hold?

• Are we meeting corporate ROI/ROE/ROA hurdles
  today? Across all product lines?
• What is the true impact of insourcing or
  outsourcing on the customer relationship?
• Are we willing to share the customer
  relationship?
• How can alliances and partnerships add value?

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Meeting the Needs of Principal Stakeholders Today
Customers
Alliances
Partnerships
Employees
Shareholders
Outsource
Insource