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...
| Main Authors: | , |
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| Format: | Brief |
| Language: | English en_US |
| Published: |
World Bank, Washington, DC
2014
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| Subjects: | |
| Online Access: | http://documents.worldbank.org/curated/en/2014/06/20234721/customer-centricity-financial-inclusion http://hdl.handle.net/10986/20260 |
| Summary: | 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. |
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