ID Number: G00169675



Drivers of Commercial Customers' Banking Relationships
5 August 2009
 
Douglas McKibben  

A survey of companies in Europe and North America illuminates what influences their strategic decisions and investments, and what they value in their bank relationships.





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Table of Contents


    
 Analysis

1.0
    
 Introduction
2.0
    
 Survey of Commercial Banking Customers
3.0
    
 Customer Drivers and Challenges

3.1
    
 Business Issue

3.1.1
    
 Growth and customer retention drive company strategy and decision making.
3.2
    
 Key Finding

3.2.1
    
 Commercial business challenges diverge across geographies with cost control, financial risk management, and information concerns among the top rated.
3.3
    
 Implications

3.3.1
    
 Technology and innovation do not resonate with customers unless they are specifically related to value creation. Value-added information services, particularly in the areas of payments and trade finance, are important to customers and will differentiate banks.
3.3.2
    
 Innovation
3.3.3
    
 Data Integration
3.4
    
 Recommendations
4.0
    
 Importance of Banking Services and Satisfaction With Cash Management Services

4.1
    
 Business Issue

4.1.1
    
 Cash management and credit facilities are the most important bank services.
4.2
    
 Key Findings

4.2.1
    
 Few companies are committed to a single bank for all cash management services. However, for a large majority of companies, their primary cash management and credit relationships are with the same institution. Price and service quality are the principal reasons for changing providers.

4.2.1.1
    
 Bank-to-Customer Relationships
4.2.2
    
 Customers have a high level of satisfaction with functional capabilities and the service quality of cash management services; however, information consistency and pricing need improvement.
4.3
    
 Implications

4.3.1
    
 Customers' emphasis on price and service quality as the primary reasons for leaving relationships suggests a lack of product or feature differentiation among providers' offerings.
4.4
    
 Recommendations
5.0
    
 Summary

    
 Recommended Reading


List of Tables


Table 1.  
 Strategic Decision and Investment Drivers by Geography
 

Table 2.  
 Ranking of Commercial Business Challenges by Geography
 

Table 3.  
 Most Important Commercial Banking Services by Geography
 

List of Figures


Figure 1. 
 Satisfaction With Cash Management Services
 



Browse Topics:
 
Banking Systems
Banking Business Strategies




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Resource Id: 1115319