Building High Quality Client Interaction in Retail Financial Services in Emerging Markets Publication Date: 30 September 2009 Page No. : 30 Total No. of Figures/Tables: 17 Publication Price: US$2000

ABOUT THIS REPORT

Compared to mature markets, banks in emerging markets in Asia Pacific are expected to grow their income in retail financial services by 11% in 2009.

While banks in emerging markets have been spared a wholesale destruction of income, the issue they face is not growth but how to better capitalise on future growth opportunities once consumer demand for financial services returns to full swing. Better client interaction with integrated middle and back office functions will be key for emerging market players to move forward.

Moving from a transactional to a service proposition, many banks in emerging markets have implemented data warehouses and developed analytical capabilities. However, banks continue struggling to create synergies between front, middle and back office functions and to translate this into higher customer loyalty, retention and profitability.

This report identifies the top five challenges of banks in campaign management, loan application, lead generation, cross sell, account maintenance and performance management. It also highlights the mechanics of an integrated sales and services proposition. This includes not only better interfacing between various departments, systems and applications, but also leads-, campaign management and front line servicing. It also emphasizes better risk management in the sales and service process. Drawing from interviews with eight top retail financial services institutions, this report helps banks to assist in improving its sales and service proposition.