Novantas Review Vol. 5 No. 2 | 2014
At a time of frustration in relationship expansion, much of the blockage stems from flawed assumptions about customer needs categories and the stages of cross-sell.
An effective framework for developing relationships and growing cross-sell revenues sets clear objectives for each stage of customer engagement with the bank.
With high-volume product push a thing of the past, banks will need new strategies and skills to win in the crawling recovery projected for home equity lending.
To nurture core deposit relationships in a tightening market, winning banks will leverage the customer information advantage for more targeted deposit pricing and marketing.
Bank wealth units have visibly boosted retail customer penetration rates in a short period of time, driven by improved internal collaboration and a sharper segment focus.
Profound changes in customer channel usage patterns now argue for a dedicated staff of telephone-based bankers who can strongly augment small business sales.
To improve market responsiveness and streamline complex operations, many commercial lenders need to establish a target operating model. One-off projects won’t suffice.
Online shopping and branch sales are now joined at the hip, yet most banks are not yet measuring the day-to-day effectiveness of digital in driving shoppers into the store.