Projects
Design and implementation of a new client advisory model for a leading bank in the business segment
"Specialization in business management is one of the strategic pillars to strengthen leadership in value segments"
Challenge
Banking products are increasingly perceived as a commodity and the value perceived by the customer tends to be based on specialized business advice. In this context, a leading bank in the business segment needed to consolidate its position in a sustainable and profitable way. The segment management model presented a series of challenges that had to be addressed: lack of commercial proactivity by managers; need to strengthen specialization; partial management of portfolios; and opportunities in linkage, capillarity and proactivity.
Solution
Our collaboration focused on defining and developing a Transformation Plan for the segment, which included:
  • Adaptation of the distribution model.

  • Solid business systematics.

  • Coordination of risk-business initiatives.

  • Boosting digital adoption.


All of this went together with a new commercial management tool enabling the standardization and industrialization of value propositions for the client, and the enhancement of the Network commercial planning by means of a detailed Client Account Plan.
Benefits to the Organization
Implemented in the second quarter of 2019, in only 6 months it was possible to present more than 200 personalized opportunities to TOP customers. With the formalization of the first 5 opportunities, it was possible to capture transactions of a volume of about €70M.

Additionally, the project allowed to: revitalize the management methods of different business segments; enhance customer experience; improve profit margins; and establish a new client-oriented vision throughout the organization, with fluid collaboration between different corporate areas.