In an era of margin pressure, intense competition and changing buying patterns, banks must rethink their approach to sales and customer management.
Opportunities and challenges abound across the retail segment. Branches remain a key sales channel, but as transactions and sales opportunities decline, sales practices must adapt and branch sales personnel must become more productive.
We provide a range of advisory services to improve sales effectiveness for retail banking — in face-to-face interactions as well as the evolving digital environment.
Sales Process and Management
We help banks redesign their sales process by applying proprietary data and analytics against market opportunities and competitive position to realign sales resources, redefine the sales model, and restructure the measurement and reward system.
Branch Sales Optimization
We apply to sales effectiveness the workforce management analytics that have traditionally been applied to branch service effectiveness. These techniques, models and benchmark data provide banks with the information to define and deploy sales roles and achieve higher branch sales productivity.
Cross-sell Program Development
We help clients improve cross-sell realization by identifying high opportunity targets within the existing customer base, analytical modeling of customer behavior and likely response, and then supporting the bank through campaign design, piloting and execution.
We provide banks the analytics to establish meaningful network performance metrics, based on distinctive market characteristics and distribution network capabilities. Our comprehensive dataset and tactical tools permit the bank to set goals for each distribution outlet that are sized to its particular market and are consistent with annual sales plans.
Q4 2016 Results, Trends and Insights
Outlook remains cautious despite record third quarter earnings for Canada’s major banks.
Canadian banks remain healthy but face challenges from a wobbly economy, digital disruption and restrictive regulation — all pointing to restructuring ahead.