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:
B2B
GUI
ID
WEB
Online Access:http://documents.worldbank.org/curated/en/2012/01/24126127/customer-management-sme-banking-best-class-guide
http://hdl.handle.net/10986/21739
id okr-10986-21739
recordtype oai_dc
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 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
spellingShingle 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
International Finance Corporation
Customer Management in SME Banking : A Best-in-Class Guide
description 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.
format Working Paper
author International Finance Corporation
author_facet International Finance Corporation
author_sort International Finance Corporation
title Customer Management in SME Banking : A Best-in-Class Guide
title_short Customer Management in SME Banking : A Best-in-Class Guide
title_full Customer Management in SME Banking : A Best-in-Class Guide
title_fullStr Customer Management in SME Banking : A Best-in-Class Guide
title_full_unstemmed Customer Management in SME Banking : A Best-in-Class Guide
title_sort customer management in sme banking : a best-in-class guide
publisher Washington, DC
publishDate 2015
url http://documents.worldbank.org/curated/en/2012/01/24126127/customer-management-sme-banking-best-class-guide
http://hdl.handle.net/10986/21739
_version_ 1764449090036301824
spelling okr-10986-217392021-04-23T14:04:04Z Customer Management in SME Banking : A Best-in-Class Guide International Finance Corporation 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 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. 2015-04-14T21:11:57Z 2015-04-14T21:11:57Z 2012 Working Paper http://documents.worldbank.org/curated/en/2012/01/24126127/customer-management-sme-banking-best-class-guide http://hdl.handle.net/10986/21739 English en_US CC BY-NC-ND 3.0 IGO http://creativecommons.org/licenses/by-nc-nd/3.0/igo/ International Finance Corporation Washington, DC Publications & Research Publications & Research :: Working Paper