Retail Banking Mastery: Driving Customer Value And Bank Profitability

Program Description

RATIONALE

This course focuses on enhancing customer value and profitability. Encompass fundamental retail banking principles, customer-centric strategies, data-driven sales management, and digital transformation. Essential modules often encompass comprehending consumer requirements and segmentation, fostering customer trust and loyalty. Optimising sales for enhanced profitability, and utilising technology to facilitate seamless experiences and generate new growth opportunities. Equip professionals with the necessary competencies to enhance client lifetime value and achieve sustainable profitability.

COURSE CONTENTS 

• Introduction to Retail Banking: 
• The income statement of a retail bank and key selected ratios
• The shift to digital and customer-centric banking models
• Customer Value and Relationship Management
• Customer Centricity: Strategies for delivering value and satisfaction
• Customer Segmentation: Using data to understand and group customers
• Product innovation- Key areas of digital product innovation in retail banking’
• Customer service in retail banking
• Profitability and Sales Management
• Sales Dynamics: Strategies for improving sales efficiency and performance
• Sales Targeting: Approaches to setting and achieving sales targets based on value and profitability
• Cross-Selling and Upselling: Strategies to increase revenue from existing customers
• Product Development and Pricing: Aligning products with customer needs and profitability goals.

LEARNING OUTCOMES

• Gain in-depth knowledge of retail banking and its operations.
• Develop strong lending skills for credit appraisal.
• Be able to apply risk management strategies in their respective roles.
• Be familiar with regulatory requirements.

LEARNING OBJECTIVES

• Equip participants with the knowledge and skills to design effective customer experience strategies aligned with their organization’s goals.
• Provide tools and techniques to measure customer satisfaction, loyalty, and overall experience across multiple channels.
• Guide participants in identifying and addressing pain points in the customer journey, driving customer-centric improvements

Retail Banking Mastery: Driving Customer Value And Bank Profitability

Duration: 3 days

Skill Level: All Levels

Delivery Mode: Virtual

Month: March