Title Relationship Management in Banking
Subtitle Principles and Practice (Chartered Banker)
Author Steve Goulding, Richard Abley
ISBN 9780749482831
List price GBP 39.99
Price outside India Available on Request
Original price
Binding Paperback
No of pages 400
Book size 152 X 235 mm
Publishing year 2018
Original publisher Kogan Page Limited
Published in India by .
Exclusive distributors Viva Books Private Limited
Sales territory India, Sri Lanka, Bangladesh, Pakistan, Nepal, .
Status New Arrival
About the book Send Enquiry
  
 

Description:

Endorsed by the Chartered Banker Institute as core reading for the Personal & Private Banking and Commercial Lending modules, Relationship Management in Banking supports and develops the need to be able to manage key customer relationships. The text considers the nature of commercial relationships and help the reader synthesise complex factors in order to develop a robust relationship management methodology. It will draw from bonafide case studies and examples that can demonstrate key relationship management concepts as well as bring learning to life and share examples of customers, good and bad, from a range of different sectors.

Through case studies and providing online updates to regulations, Relationship Management in Banking considers how to critically analyze approaches to relationship management used for a variety of banking customer types and examine the impact of legislation, regulation, governance and technology on banking relationship management and customer acquisition and retention. Online supporting resources include a glossary and updates to regulation.


Contents:

Preface

Introduction

Chapter 1: Business customers • Learning objectives • Introduction • Types of business customers • Small and medium enterprises (SMEs) • Segmentation • Sector specialists • Sole traders • Partnerships • Limited companies (corporate personality) • Private limited companies (Ltd Company) and public limited companies (PLCs) • Limited liability partnerships (LLPs) • Published accounts • Filing accounts • Reporting regimes • Appointment of auditors • The contents of accounts • Other non-personal accounts • Executors and administrators • Trusts • Chapter summary • Objective check • Further reading • References • Appendix 1.1 • Appendix 1.2

Chapter 2: Products and services • Learning objectives • Introduction • Bank accounts • Savings and investments accounts • Premium banking • Private banking • Personal overdrafts • Personal loans • Credit, debit and charge cards • House purchase loans • Bridging loans • Probate loans • Further advances • Second mortgages • Business lending products • Business overdrafts • Sales (receivables) financing • Loan accounts • Secured and unsecured loans • Second mortgages • Asset finance (hire purchase and leasing) • International trade finance • Bills of lading • Bill discounting/acceptance credits • Forfaiting • Guarantees/avalization • Standby letters of credit • Bonds, indemnities and guarantees • Foreign exchange risks • The spot market • Forward currency contracts • Forward currency options • Currency swaps • Interest rate management • Fixed rate loans • Caps, collars and floors • Forward rate agreements • Interest rate futures • Interest rate swaps • Product suitability • Digitalization • Chapter summary • Objective check • Further reading

Chapter 3: Reputational risk and ethics • Learning objectives • Introduction • The global financial crisis • Mis-selling • Market abuse • RBS’s Global Restructuring Group (GRG) • Corporate governance • UK Corporate Governance Code (2016) • Ethical behaviour • Sustainability of financial services • Corporate social responsibility (CSR) • Product governance • Rebuilding trust and reputation • An industry response • The Chartered Banker Code of Professional Conduct • Doing the right thing and making the right decisions: questions to ask yourself • Raising concerns • Chapter summary • Objective check • Further reading • References • Appendix 3.1

Chapter 4: The changing nature of banking • Learning objectives • Introduction • Customer data and information • Big data • Challenger banks • FinTechs • Open banking • Alternative finance and the government bank referral scheme • Customer expectations • Omnichannel experience • Digital channels • New designed branches • Social media and banking • Cyber-security • Customer relationship management (CRM) systems • Sharing information • Relationship management digital tools • Chapter summary • Objective check • Further reading • References • Appendix 4.1

Chapter 5: The changing nature of regulation and legislation • Learning objectives • Introduction • Regulation • Senior Managers and Certification Regime (SMCR) • Independent Commission on Banking (ICB) • Financial Services (Banking Reform) Act 2013 • Payment Services Regulator (PSR) • The Second Payment Services Directive (PSD2) • EU Payment Accounts Directive (PAD) • Current Account Switch Service (CASS) • Financial Ombudsman Service (FOS) • Financial Services Compensation Scheme (FSCS) • European Banking Authority (EBA) • Basel Committee on Banking Supervision (BCBS) • Banking Conduct Regime • Banking Conduct of Business Sourcebook (BCOBS) • Mortgages and Home Finance Conduct of Business Sourcebook (MCOBS) • Consumer Credit Sourcebook (CONC) • Fair treatment of customers • Lending Standards Board (LSB) • Standards of Lending Practice (SLP) • Legislation • Anti-money laundering • Bribery Act 2010 • Data protection • Open banking, GDPR and CASS • Consumer protection • Markets in Financial Instruments Directive II (MiFID II) • Small Business, Enterprise and Employment Act 2015 (SBEEA) • Bank levy • Chapter summary • Objective check • Further reading • References • Appendix 5.1

Chapter 6: The role of the relationship manager • Learning objectives • Introduction • Salesperson versus relationship manager • Retail customers • Business customers • Competences, skills and knowledge • Teamwork • The role of teams • 360-degree peer review • Chapter summary • Objective check • Further reading • References

Chapter 7: Tools and techniques to help relationship managers • Learning objectives • Introduction • PESTEL • Porter’s five forces • Competitive advantage • The strategic environment matrix • Product portfolio matrix • Ansoff’s growth matrix • Assessing management capabilities • The decision-making unit (DMU) • SWOT analysis • Chapter summary • Objective check • Further reading • References • Appendix 7.1 • Appendix 7.2 • Appendix 7.3 • Appendix 7.4 • Appendix 7.5

Chapter 8: Customer service and portfolio planning • Learning objectives • Introduction • Customer service • Service quality • Service quality gaps • Customer satisfaction • Customer data and key account planning • Portfolio planning • Developing a contact programme • The consultative mindset • The trusted financial professional • Chartered Banker Institute’s Code of Professional Conduct • Chapter summary • Objective check • Further reading • References

Chapter 9: Relationship strategies: customer retention, development and acquisition • Learning objectives • Introduction • Selling • Customer retention, development and acquisition • Chapter summary • Objective check • Further reading • References • Appendix 9.1 • Appendix 9.2

Chapter 10: Case study: gaining new business • Learning objectives • Introduction • Background • Meeting 1 • Meeting 2 • Meeting 3 • Meeting 4 • Meeting 5 • Meeting 6 • Chapter summary • Objective check • Appendix 10.1 • Appendix 10.2 • Appendix 10.3 • Appendix 10.4 • Activity answer 10.1 • Activity answer 10.2 • Activity answer 10.3 • Activity answer 10.4 • Activity answer 10.5 • Activity answer 10.6 • Activity answer 10.7 • Activity answer 10.8 • Activity answer 10.9

Glossary

Index


About the Authors:

Steve Goulding worked for a UK Bank for 35 years, the majority of which were spent in Commercial and Corporate, while 25 as Relationship Director. He is now an author, coach and mentor for a number of financial services personnel, and provides management consultancy services for a number of businesses.

Richard Abley has operated within the banking industry since 1978, fulfilling a number of customer-facing and leadership roles in Business and Corporate Banking. Simultaneously, he has lectured to many hundreds of bankers seeking to obtain their professional qualifications, and has co-authored several books on banking.


Target Audience:

People interested in relationship management in banking.

 
Special prices are applicable to the authorised sales territory only.
Prices are subject to change without prior notice.