CLIENT CENTRICITY MOVES UP THE AGENDA:Customer focus

摘要

"We put the client at the centre of everything we do," has almost become a mantra for the industry; something transaction bankers say and something they all aim to do. Client centricity, however, is easier said than done and many transaction banks are focusing on how they can best cater to their customers' needs. Stefan Dab, a senior partner at the Boston Consulting Group, says that client centricity is high on the agenda for transaction banks, and adds that excelling in client centricity means higher profitability for these banks. "The awareness of [transaction] banks on customer centricity has dramatically increased," says Mr Dab. "If you look at [transaction] banks, few really excel in customer service." He adds that most have focused on product differentiation and less on customer centricity, and that "now we are starting to see a shift: transaction banks are more customer focused and a bit less product focused".