Customer Management in SME Banking : A Best-in-Class Guide

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 l...

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Bibliographic Details
Main Author:	International Finance Corporation
Format:	Working Paper
Language:	English en_US
Published:	Washington, DC 2015
Subjects:	ACCESS TO FINANCE ACCESS TO FINANCING ACCESS TO MARKETS ACCESS TO SERVICES ACCOUNT MANAGEMENT ACCOUNTING ACQUISITION COSTS ADVISORY SERVICES AFFILIATES AUTO LOAN AUTOMATION B2B BACK-OFFICE BALANCE SHEET BANK CUSTOMERS BANKING EXPERTS BANKING INDUSTRY BANKING MODELS BANKING RELATIONSHIP BANKING SECTOR BANKING SERVICES BANKS BARRIERS TO GROWTH BEST PRACTICE BEST PRACTICES BEST-PRACTICE BORROWING BUSINESS CENTERS BUSINESS COMMUNITY BUSINESS DEVELOPMENT BUSINESS LEADERS BUSINESS MODEL BUSINESS MODELS BUSINESS OPERATIONS BUSINESS OWNERS BUSINESS PLANNING BUSINESS STRATEGY BUSINESS TO BUSINESS BUSINESSES CALL CENTER CALL CENTERS CAPABILITIES CAPABILITY CAPACITY-BUILDING CAPITAL MARKET CASH FLOW CASH FLOWS CD-ROM CERTIFICATE CHAMBERS OF COMMERCE CHECKING CLIENT DATABASE COLLATERAL COMMERCIAL BANKS COMMODITY COMPANY INFORMATION COMPETITIVENESS CONTACT POINTS CORPORATE BANKING COST OF CAPITAL CREDIT APPROVAL CREDIT CARD CREDIT CARDS CREDIT FACILITIES CREDIT RISK CREDIT SCORES CURRENT ACCOUNTS CUSTOMER ANALYSIS CUSTOMER BASE CUSTOMER BEHAVIOR CUSTOMER BEHAVIORS CUSTOMER DATA CUSTOMER LOYALTY CUSTOMER MANAGEMENT SYSTEM CUSTOMER RELATIONSHIP CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMER RELATIONSHIPS CUSTOMER RETENTION CUSTOMER SATISFACTION CUSTOMER SEGMENT CUSTOMER SEGMENTS CUSTOMER SERVICE DATA MINING DAY-TO-DAY MANAGEMENT DEBIT CARD DEBT DEBT COLLECTION DEPOSITS DEVELOPMENT BANK DISTRIBUTION NETWORK DIVERSIFICATION E-MAIL ECONOMIC DEVELOPMENT ECONOMIC GROWTH ECONOMIC OPPORTUNITIES EMERGING MARKETS EQUIPMENT ETHNIC GROUPS EXCHANGE RATE FACTORING FARMERS FEMALE ENTREPRENEURS FINANCIAL INSTITUTION FINANCIAL INSTITUTIONS FINANCIAL MANAGEMENT FINANCIAL MARKETS FINANCIAL NEEDS FINANCIAL PLANNING FINANCIAL PRODUCT FINANCIAL PRODUCTS FINANCIAL SERVICES FINANCIAL SERVICES PROVIDERS FINANCING NEEDS FOREIGN EXCHANGE FOREIGN TRADE FREE SOFTWARE FRONT-END FUND MANAGEMENT GENDER GROWTH STRATEGIES GUARANTOR GUI HARDWARE HUMAN RESOURCES ID INFORMATION DISSEMINATION INFORMATION SHARING INFORMATION SYSTEM INFORMED CHOICES INNOVATION INNOVATIONS INSTANT MESSAGING INSURANCE INTEREST RATES INTERFACE INTERNAL CAPABILITIES INTERNAL DATA INTERNATIONAL FINANCE INTERNATIONAL LAW INTERNATIONAL TRADE JOB CREATION JOINT VENTURE LACK OF ACCESS LICENSES LIMITED ACCESS LOAN LOAN APPLICATIONS LOAN GUARANTEE LOAN PORTFOLIO LOAN PRODUCTS MANAGEMENT SERVICES MANAGEMENT SYSTEM MANAGEMENT SYSTEMS MANUFACTURING MANUFACTURING INDUSTRIES MARKET RESEARCH MARKET SEGMENT MARKET SHARE MARKETING MARKETING STRATEGY MATERIAL MEDIUM ENTERPRISE MEDIUM ENTERPRISES MERCHANTS MICRO-ENTERPRISE MICROFINANCE MONEY TRANSFER NEEDS OF WOMEN NEEDS OF WOMEN ENTREPRENEURS NEW MARKETS ONLINE BANKING OPERATING COSTS OVERDRAFT PAYROLL PROCESSING PERFORMANCE INDICATOR PHYSICAL PRESENCE POINT OF SALE PRESENT VALUE PRIVATE BANKING PRIVATE ENTERPRISES PRIVATE SECTOR PRIVATE SECTOR DEVELOPMENT PRODUCT CATEGORY PRODUCT DESIGN PRODUCTION CAPACITY PRODUCTIVITY PROFITABILITY PROJECT MANAGEMENT PUBLIC AGENCIES QUERIES RELIABILITY REORGANIZATION REPAYMENT REPAYMENT SCHEDULE RESULT RESULTS RETAIL BANKING RETENTION RETURN ON EQUITY RETURN ON INVESTMENT REVENUE POTENTIAL RISK MANAGEMENT SALES CHANNELS SALES OPPORTUNITIES SAVINGS SECURITIES SEGMENTATIONS SITES SMALL ENTERPRISES SOURCE OF INFORMATION SUBSIDIARY SUPERVISION SUPPLY CHAIN TARGETS TAX COLLECTION TECHNICAL EXPERTISE TELEPHONE TELEPHONE BANKING TIME FRAMES TRADE SERVICES TRANSACTION USES VALUE CHAIN VIDEO VIDEO-CONFERENCE VIDEOS WAREHOUSE WAREHOUSE RECEIPT WAREHOUSES WEB WOMEN ENTREPRENEUR WOMEN ENTREPRENEURS WORKING CAPITAL
Online Access:	http://documents.worldbank.org/curated/en/2012/01/24126127/customer-management-sme-banking-best-class-guide http://hdl.handle.net/10986/21739

Description
Summary:	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.

Customer Management in SME Banking : A Best-in-Class Guide

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