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Measuring Opportunity and Success

Measuring Opportunity and Success. Best Banking Practices - Looking from the Inside Out. The Key Questions. What is our strategic plan? What is our potential? Existing Retail & Commercial How successful have we been reaching that potential? Customer Development

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Measuring Opportunity and Success

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  1. Measuring Opportunity and Success Best Banking Practices - Looking from the Inside Out

  2. The Key Questions • What is our strategic plan? • What is our potential? • Existing Retail & Commercial • How successful have we been reaching that potential? • Customer Development • Employee Accountability/Recognition • Are our customers willing to give us their future business? • What is our market potential?

  3. Key Financial Ratios In order to market effectively, we must understand the key financial issues, and how they create the framework of our strategic plan

  4. Measuring Potential Through Segmentation Segmentation backed by national research allows you to quantify the opportunity for products, services, and balances, as well as estimate channel usage

  5. Product Potential in Segments

  6. Depth of Relationship – Retail HH’s Realizing Potential Do we still have opportunity for organic growth?

  7. Depth of Relationship – Commercial HH’s Realizing Potential Do we still have opportunity for organic growth?

  8. Create Accountability and Recognize Success A culture of recognition creates higher levels of customer satisfaction and higher cross sales Banks that provided bonus incentives to their commercial lenders for loan growth achieved higher levels of profitable, commercial loan growth. (Incentives also factored credit quality and document exceptions)

  9. Measure Customer Sentiment • Loyalty • Primary Financial Institution • Overall Satisfaction • Willingness to give us their future business • Barriers to future business • Willingness to refer us to their friends and family • Engagement – Emotional Connection to the bank • Leads to higher loyalty, higher SOW, and higher financial performance • Service Performance • What attributes are most important to your customers • How are we performing on different service attributes

  10. Measure Market Potential Existing and Proposed • Segmentation • Market Size • Market Share • Number of Competitors • HH growth, balance growth • Market Deposits • Deposit Share • Market Loans • Loans Share • Fair Share • HH’s • Loans • Deposits

  11. Answering the Key Questions • What is our strategic plan? – Understanding the financials • What is our potential? • Existing Retail & Commercial – Through Segmentation • How successful have we been reaching that potential? • Customer Development • Employee Accountability/Recognition • -Measuring through Household Metrics • Are our customers willing to give us their future business? • -Measuring Customer Loyalty, Engagement, and Service • Performance • What is our market potential? – Studying the Market

  12. Thank You Kory Kunze Bank Strategic Advisor kkunze@raddon.com Contact Information Raddon Financial Group 701 East 22nd Street, Suite 400 Lombard, IL 60148 Office: 800.827.3500 www.raddon.com www.theraddonreport.com

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