Customer Management in SME Banking

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.

Bibliographic Details

Main Author:	International Finance Corporation
Format:	Working Paper biblioteca
Language:	English en_US
Published:	Washington, DC 2012
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 https://hdl.handle.net/10986/21739
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