Customer-Centricity for Financial Inclusion
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 cust...
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| Format: | Brief |
| Language: | English en_US |
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World Bank, Washington, DC
2014
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| Online Access: | http://documents.worldbank.org/curated/en/2014/06/20234721/customer-centricity-financial-inclusion http://hdl.handle.net/10986/20260 |
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okr-10986-202602021-04-23T14:03:55Z Customer-Centricity for Financial Inclusion Kilara, Tanaya Rhyne, Elisabeth ACCESS TO CREDIT ACCESS TO FINANCIAL SERVICES ACCOUNT BASIC NEEDS BEST PRACTICE BUSINESS CASE BUSINESS FINANCE BUSINESS GOALS BUSINESS INVESTMENT BUSINESS MODEL BUSINESS OPERATIONS BUSINESS STRATEGIES BUSINESS SUCCESS BUSINESSES CAPABILITY CELL PHONES CONSUMER PROTECTION CONTROL SYSTEMS CORPORATE CULTURE CROP FAILURES CUSTOMER EXPERIENCE CUSTOMER FEEDBACK CUSTOMER LOYALTY CUSTOMER PROFILING CUSTOMER PROFITABILITY CUSTOMER SATISFACTION CUSTOMER SEGMENT CUSTOMER SEGMENTS CUSTOMER UNDERSTANDING CUSTOMIZATION DEBT EMPLOYERS ENROLLMENT EXPOSURE FACE-TO-FACE CONTACT FAMILIES FAMILY FINANCES FINANCIAL CHOICES FINANCIAL EDUCATION FINANCIAL INSTITUTIONS FINANCIAL NEEDS FINANCIAL PRODUCTS FINANCIAL SERVICE FINANCIAL SERVICE PROVIDERS FINANCIAL SERVICES FINANCIAL SYSTEMS FORMAL FINANCES FORMAL FINANCIAL SERVICES GENDER HOME IMPROVEMENT HUMAN RESOURCES INCOME INCOMES INDEBTEDNESS INFORMATION TECHNOLOGY INSTITUTION INSURANCE INSURANCE PRODUCTS INTERFACES INTERNAL AUDIT INTERNAL CONTROL LANGUAGE BARRIERS LOAN LOAN OFFICERS LOAN REPAYMENTS LOW-INCOME FAMILIES MARKET RESEARCH MARKET SEGMENTS MARKETING MATERIAL MICROFINANCE MICROFINANCE INSTITUTION MICROFINANCE INSTITUTIONS MICROFINANCE LOANS NEW MARKET NEW MARKETS NEW TECHNOLOGIES PHONE PORTFOLIOS PRODUCT DEVELOPMENT PROFIT MARGINS PROFITABILITY PROTOTYPE RESULT RETAIL OUTLETS SAVINGS SAVINGS PRODUCT SELLING SERVICE PROVIDERS SMALL FARMS TARGETS USERS WEB WEB SITE 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. 2014-09-29T20:18:32Z 2014-09-29T20:18:32Z 2014-06 http://documents.worldbank.org/curated/en/2014/06/20234721/customer-centricity-financial-inclusion http://hdl.handle.net/10986/20260 English en_US CGAP brief; CC BY 3.0 IGO http://creativecommons.org/licenses/by/3.0/igo/ World Bank, Washington, DC Publications & Research :: Brief Publications & Research |
| repository_type |
Digital Repository |
| institution_category |
Foreign Institution |
| institution |
Digital Repositories |
| building |
World Bank Open Knowledge Repository |
| collection |
World Bank |
| language |
English en_US |
| topic |
ACCESS TO CREDIT ACCESS TO FINANCIAL SERVICES ACCOUNT BASIC NEEDS BEST PRACTICE BUSINESS CASE BUSINESS FINANCE BUSINESS GOALS BUSINESS INVESTMENT BUSINESS MODEL BUSINESS OPERATIONS BUSINESS STRATEGIES BUSINESS SUCCESS BUSINESSES CAPABILITY CELL PHONES CONSUMER PROTECTION CONTROL SYSTEMS CORPORATE CULTURE CROP FAILURES CUSTOMER EXPERIENCE CUSTOMER FEEDBACK CUSTOMER LOYALTY CUSTOMER PROFILING CUSTOMER PROFITABILITY CUSTOMER SATISFACTION CUSTOMER SEGMENT CUSTOMER SEGMENTS CUSTOMER UNDERSTANDING CUSTOMIZATION DEBT EMPLOYERS ENROLLMENT EXPOSURE FACE-TO-FACE CONTACT FAMILIES FAMILY FINANCES FINANCIAL CHOICES FINANCIAL EDUCATION FINANCIAL INSTITUTIONS FINANCIAL NEEDS FINANCIAL PRODUCTS FINANCIAL SERVICE FINANCIAL SERVICE PROVIDERS FINANCIAL SERVICES FINANCIAL SYSTEMS FORMAL FINANCES FORMAL FINANCIAL SERVICES GENDER HOME IMPROVEMENT HUMAN RESOURCES INCOME INCOMES INDEBTEDNESS INFORMATION TECHNOLOGY INSTITUTION INSURANCE INSURANCE PRODUCTS INTERFACES INTERNAL AUDIT INTERNAL CONTROL LANGUAGE BARRIERS LOAN LOAN OFFICERS LOAN REPAYMENTS LOW-INCOME FAMILIES MARKET RESEARCH MARKET SEGMENTS MARKETING MATERIAL MICROFINANCE MICROFINANCE INSTITUTION MICROFINANCE INSTITUTIONS MICROFINANCE LOANS NEW MARKET NEW MARKETS NEW TECHNOLOGIES PHONE PORTFOLIOS PRODUCT DEVELOPMENT PROFIT MARGINS PROFITABILITY PROTOTYPE RESULT RETAIL OUTLETS SAVINGS SAVINGS PRODUCT SELLING SERVICE PROVIDERS SMALL FARMS TARGETS USERS WEB WEB SITE |
| spellingShingle |
ACCESS TO CREDIT ACCESS TO FINANCIAL SERVICES ACCOUNT BASIC NEEDS BEST PRACTICE BUSINESS CASE BUSINESS FINANCE BUSINESS GOALS BUSINESS INVESTMENT BUSINESS MODEL BUSINESS OPERATIONS BUSINESS STRATEGIES BUSINESS SUCCESS BUSINESSES CAPABILITY CELL PHONES CONSUMER PROTECTION CONTROL SYSTEMS CORPORATE CULTURE CROP FAILURES CUSTOMER EXPERIENCE CUSTOMER FEEDBACK CUSTOMER LOYALTY CUSTOMER PROFILING CUSTOMER PROFITABILITY CUSTOMER SATISFACTION CUSTOMER SEGMENT CUSTOMER SEGMENTS CUSTOMER UNDERSTANDING CUSTOMIZATION DEBT EMPLOYERS ENROLLMENT EXPOSURE FACE-TO-FACE CONTACT FAMILIES FAMILY FINANCES FINANCIAL CHOICES FINANCIAL EDUCATION FINANCIAL INSTITUTIONS FINANCIAL NEEDS FINANCIAL PRODUCTS FINANCIAL SERVICE FINANCIAL SERVICE PROVIDERS FINANCIAL SERVICES FINANCIAL SYSTEMS FORMAL FINANCES FORMAL FINANCIAL SERVICES GENDER HOME IMPROVEMENT HUMAN RESOURCES INCOME INCOMES INDEBTEDNESS INFORMATION TECHNOLOGY INSTITUTION INSURANCE INSURANCE PRODUCTS INTERFACES INTERNAL AUDIT INTERNAL CONTROL LANGUAGE BARRIERS LOAN LOAN OFFICERS LOAN REPAYMENTS LOW-INCOME FAMILIES MARKET RESEARCH MARKET SEGMENTS MARKETING MATERIAL MICROFINANCE MICROFINANCE INSTITUTION MICROFINANCE INSTITUTIONS MICROFINANCE LOANS NEW MARKET NEW MARKETS NEW TECHNOLOGIES PHONE PORTFOLIOS PRODUCT DEVELOPMENT PROFIT MARGINS PROFITABILITY PROTOTYPE RESULT RETAIL OUTLETS SAVINGS SAVINGS PRODUCT SELLING SERVICE PROVIDERS SMALL FARMS TARGETS USERS WEB WEB SITE Kilara, Tanaya Rhyne, Elisabeth Customer-Centricity for Financial Inclusion |
| relation |
CGAP brief; |
| description |
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. |
| format |
Publications & Research :: Brief |
| author |
Kilara, Tanaya Rhyne, Elisabeth |
| author_facet |
Kilara, Tanaya Rhyne, Elisabeth |
| author_sort |
Kilara, Tanaya |
| title |
Customer-Centricity for Financial Inclusion |
| title_short |
Customer-Centricity for Financial Inclusion |
| title_full |
Customer-Centricity for Financial Inclusion |
| title_fullStr |
Customer-Centricity for Financial Inclusion |
| title_full_unstemmed |
Customer-Centricity for Financial Inclusion |
| title_sort |
customer-centricity for financial inclusion |
| publisher |
World Bank, Washington, DC |
| publishDate |
2014 |
| url |
http://documents.worldbank.org/curated/en/2014/06/20234721/customer-centricity-financial-inclusion http://hdl.handle.net/10986/20260 |
| _version_ |
1764445025184251904 |