Customer-Centricity for Financial Inclusion

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collection.link.163
https://openknowledge.worldbank.org/handle/10986/9394
collection.name.163
CGAP Brief
dc.contributor.author
Kilara, Tanaya
dc.contributor.author
Rhyne, Elisabeth
dc.date.accessioned
2014-09-29T20:18:32Z
dc.date.available
2014-09-29T20:18:32Z
dc.date.issued
2014-06
dc.date.lastModified
2021-04-23T14:03:55Z
dc.description.abstract
Every business depends on winning customer loyalty by providing value. This is also true when customers are from the base of the social and economic pyramid (BOP). Financial service providers who are serving or who want to serve this important customer segment need to invest in understanding the customers' needs and develop products that meet those needs. An important part of becoming customer-centric is shifting profitability analysis from transactions or products to customers and even customer segments. A shift toward measuring total customer profitability involves valuing the activity of a customer over a longer time. Data analytics can help organizations make this shift in business and performance monitoring models.
en
dc.identifier
http://documents.worldbank.org/curated/en/2014/06/20234721/customer-centricity-financial-inclusion
dc.identifier.uri
http://hdl.handle.net/10986/20260
dc.language
English
dc.language.iso
en_US
dc.publisher
World Bank, Washington, DC
dc.relation.ispartofseries
CGAP brief;
dc.rights
CC BY 3.0 IGO
dc.rights.uri
http://creativecommons.org/licenses/by/3.0/igo/
dc.subject
ACCESS TO CREDIT
dc.subject
ACCESS TO FINANCIAL SERVICES
dc.subject
ACCOUNT
dc.subject
BASIC NEEDS
dc.subject
BEST PRACTICE
dc.subject
BUSINESS CASE
dc.subject
BUSINESS FINANCE
dc.subject
BUSINESS GOALS
dc.subject
BUSINESS INVESTMENT
dc.subject
BUSINESS MODEL
dc.subject
BUSINESS OPERATIONS
dc.subject
BUSINESS STRATEGIES
dc.subject
BUSINESS SUCCESS
dc.subject
BUSINESSES
dc.subject
CAPABILITY
dc.subject
CELL PHONES
dc.subject
CONSUMER PROTECTION
dc.subject
CONTROL SYSTEMS
dc.subject
CORPORATE CULTURE
dc.subject
CROP FAILURES
dc.subject
CUSTOMER EXPERIENCE
dc.subject
CUSTOMER FEEDBACK
dc.subject
CUSTOMER LOYALTY
dc.subject
CUSTOMER PROFILING
dc.subject
CUSTOMER PROFITABILITY
dc.subject
CUSTOMER SATISFACTION
dc.subject
CUSTOMER SEGMENT
dc.subject
CUSTOMER SEGMENTS
dc.subject
CUSTOMER UNDERSTANDING
dc.subject
CUSTOMIZATION
dc.subject
DEBT
dc.subject
EMPLOYERS
dc.subject
ENROLLMENT
dc.subject
EXPOSURE
dc.subject
FACE-TO-FACE CONTACT
dc.subject
FAMILIES
dc.subject
FAMILY FINANCES
dc.subject
FINANCIAL CHOICES
dc.subject
FINANCIAL EDUCATION
dc.subject
FINANCIAL INSTITUTIONS
dc.subject
FINANCIAL NEEDS
dc.subject
FINANCIAL PRODUCTS
dc.subject
FINANCIAL SERVICE
dc.subject
FINANCIAL SERVICE PROVIDERS
dc.subject
FINANCIAL SERVICES
dc.subject
FINANCIAL SYSTEMS
dc.subject
FORMAL FINANCES
dc.subject
FORMAL FINANCIAL SERVICES
dc.subject
GENDER
dc.subject
HOME IMPROVEMENT
dc.subject
HUMAN RESOURCES
dc.subject
INCOME
dc.subject
INCOMES
dc.subject
INDEBTEDNESS
dc.subject
INFORMATION TECHNOLOGY
dc.subject
INSTITUTION
dc.subject
INSURANCE
dc.subject
INSURANCE PRODUCTS
dc.subject
INTERFACES
dc.subject
INTERNAL AUDIT
dc.subject
INTERNAL CONTROL
dc.subject
LANGUAGE BARRIERS
dc.subject
LOAN
dc.subject
LOAN OFFICERS
dc.subject
LOAN REPAYMENTS
dc.subject
LOW-INCOME FAMILIES
dc.subject
MARKET RESEARCH
dc.subject
MARKET SEGMENTS
dc.subject
MARKETING
dc.subject
MATERIAL
dc.subject
MICROFINANCE
dc.subject
MICROFINANCE INSTITUTION
dc.subject
MICROFINANCE INSTITUTIONS
dc.subject
MICROFINANCE LOANS
dc.subject
NEW MARKET
dc.subject
NEW MARKETS
dc.subject
NEW TECHNOLOGIES
dc.subject
PHONE
dc.subject
PORTFOLIOS
dc.subject
PRODUCT DEVELOPMENT
dc.subject
PROFIT MARGINS
dc.subject
PROFITABILITY
dc.subject
PROTOTYPE
dc.subject
RESULT
dc.subject
RETAIL OUTLETS
dc.subject
SAVINGS
dc.subject
SAVINGS PRODUCT
dc.subject
SELLING
dc.subject
SERVICE PROVIDERS
dc.subject
SMALL FARMS
dc.subject
TARGETS
dc.subject
USERS
dc.subject
WEB
dc.subject
WEB SITE
dc.title
Customer-Centricity for Financial Inclusion
en
okr.crosscuttingsolutionarea
Public-Private Partnerships
okr.date.disclosure
2014-09-25
okr.doctype
Publications & Research :: Brief
okr.doctype
Publications & Research
okr.docurl
http://documents.worldbank.org/curated/en/2014/06/20234721/customer-centricity-financial-inclusion
okr.globalpractice
Finance and Markets
okr.globalpractice
Transport and ICT
okr.globalpractice
Trade and Competitiveness
okr.googlescholar.linkpresent
yes
okr.identifier.externaldocumentum
000442464_20140925123009
okr.identifier.internaldocumentum
20234721
okr.identifier.report
90951
okr.language.supported
en
okr.pdfurl
http://www-wds.worldbank.org/external/default/WDSContentServer/WDSP/IB/2014/09/25/000442464_20140925123009/Rendered/PDF/909510BRI0Box30l0Inclusion0Jun02014.pdf
en
okr.topic
Finance and Financial Sector Development :: Access to Finance
okr.topic
Private Sector Development :: E-Business
okr.topic
Private Sector Development :: Competitiveness and Competition Policy
okr.topic
Private Sector Development :: Business in Development
okr.topic
Private Sector Development :: Emerging Markets
okr.unit
Finance & Markets - Consult. Grp (GFMGP)
okr.volume
1 of 1

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