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 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.

Bibliographic Details

Main Authors:	Kilara, Tanaya, Rhyne, Elisabeth
Format:	Brief biblioteca
Language:	English en_US
Published:	World Bank, Washington, DC 2014-06
Subjects:	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,
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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