CFO report: the new era of banking regulation
Renewed commitment to customer relationships
“Even in tough times, we maintained dialogue with clients.”Stephen Roberts, Chief Country Officer, Citigroup Australia
Banks are taking a more systematic and holistic approach to customer relationship management.
To accomplish this, banks are leveraging IT investments and other processes to capture more complete data and analysis of customer behavior to better understand and serve customers. This approach also aims to obtain a better view of the economic value generated by a given relationship — not only in terms of profit, but also with regard to capital usage, leverage and liquidity.
In the new era of banking, banks must better meet customer and shareholder expectations by approaching innovation as an ongoing process that extends beyond new financial products to the business model itself.
Robert Melnyk, Lead Partner, FSO Advisory Performance Improvement EMEIA, Ernst & Young GmbH, detailed that banks can innovate in the ways they:
- Segment and approach their customers
- Structure their businesses and execute their operations
- Operate around the globe, including emerging markets
- Leverage opportunities between different business units and product categories
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