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The number one thing I hear from banking Clients is that the experience is not the same. Clients get different answers from different channels. This confuses and frustrates the Clients so much they end up canceling their service . How does this happen? The internal teams are not using the same language, systems and processes. Resulting in customers canceling their services. Acquiring a new customer can cost five times more than retaining an existing customer. Increasing customer retention by 5% can increase profits from 25-95%. The success rate of selling to a customer you already have is 60-70%, while the success rate of selling to a new customer is 5-20%. So why aren’t you investing in retaining your current client base? There are 3 main reasons this happens: Old or outdated systems Silo Mentality No documented processes I help you overcome these challenges by: Defining your current process, people and system synergy blueprint. Exploring optimisation options Redefining the blueprint and implementing it. Client results include: Implemented Global Trade solutions in Absa CIB which resulted in the bank winning awards in the Global Finance Awards in Africa region for 3 consecutive years from 2020, namely; Best Online Portal/User Experience (UX) Design_2020 Outstanding Financial Innovator_2021 Best Trade Finance Services_2020 and Best Online Portal_2020 Best Trade Finance Services Led the delivery of Business Process Management deliverables for one of Nedbank CIB’s projects resulting in 80% savings on the Risk/Fraud budget. If you are ready to calm the chaos and increase productivity book a call with me here: https://calendly.com/pruddym2/discovery-call I am in the process of writing a book titled “Your Customer’s Heartbeat”, soon to be published. I am a teacher at heart, who enjoys continuous learning and self-development. I also enjoy baking cakes, scones, biscuits and I also love empowering others to become the best version of themselves.