Revenue Growth Opportunities | Client Centricity

Client Needs & Objectives

  • Using non reliable profitability indicators push banks in focusing mainly –or only on the sources of revenue
  • Lack of clear segmentation strategy and implementation causes wrong focus on client coverage strategies
  • Leading CIB players are expected to review their Client Coverage organisation, tools and processes, with clear objective to constantly improve costs to income ratio
  • Difficulties in having a strong differentiation on products due to lower appetite on complex structures requires CIBs to break silo / product driven historical organisation by promoting client centricity
  • Objective: review Client coverage resources and client segmentation in order to increase revenues

Our approach

  • Define strategic objectives around client profitability and build a solid data centre at the most granular level to ensure efficient steering of client activity
  • Based on profitability figures, design a robust segmentation strategy and propose clear segments definition to be steered in newly implemented client centric governance
  • Review coverage organisation by breaking silos and equip sales force with “sales cockpit” transversal tool
  • Improve user experience throughout trade lifecycle through process digitisation, strengthening of services offer (derived or disruptive), and internal client culture increase

Client Benefits & Main Results

  • Adequacy of client coverage resources with defined client segmentation and associated strategy

  • Favoured synergies across business lines through enhanced information sharing

  • Increased client satisfaction thanks to raise of perceived value and internal process constant improvements

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