Publication: Customer Management in SME Banking: A Best-in-Class Guide
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2012
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2015-04-14
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The objective of the Customer Management in Small and Medium Enterprise (SME) Banking Guide is to share and disseminate critical information for managing the SME client relationship, allowing banks that already serve the SME sector to move beyond lending to better capture the SME Banking opportunity. This Guide leverages IFC s SME Banking Diagnostic framework used to assess SME banking operations, as well as its SME Banking Benchmarking exercise used to analyze good practice business models. In addition, the Guide provides practical examples of customer management focused on SME banking from a number of featured financial institutions. Such examples may serve to highlight a good practice, or may simply serve to illustrate a learning experience. Financial institutions featured in this publication include Bankinter, DBS Bank, Diamond Bank, Garanti Bank, ICICI Bank, Banco Santander, and Türk Ekonomi Bankasi (TEB). Additional SME banking experiences are drawn from a variety of other banks and are cited throughout the text as appropriate. Profitably serving the SME segment requires a tailored customer management approach that will allow banks to answer these four questions: How can banks better understand SME customer needs? How can they match diverse needs with the right offer, service level, and delivery channel? How can customer management be used to maximize the revenue opportunity when servicing this market segment? How can banks effectively manage SME customers across their life-cycle? This guide will address these questions as well as take the reader through the customer life-cycle to target and acquire new SME clients.
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“International Finance Corporation. 2012. Customer Management in SME Banking: A Best-in-Class Guide. © International Finance Corporation. http://hdl.handle.net/10986/21739 License: CC BY-NC-ND 3.0 IGO.”
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