CLIENT FOCUS
The Word: And any disadvantages?
The Word: The advantages for us are
clear, but what are the benefits for
clients
Machiel Jansen Schoonhoven - aligning resources
Robin Bargmann - improving communication
Rutger Schellens - personal
accountability
That helps the cliënt make sound de-
cisions. We can also assist by point-
ing out potential risks they may not
be aware of.
Arnold Knijpers (AK): Clients are
already discovering that the world is
changing, especiallv the world of
financial services. Hunding is increas-
ingly more expensive for the cliënt.
The financial services players are
focusing more and more on so-called
value-added products because they
have to perform in terms of return
on invested capital too. In the real
world, banks are businesses like any
other. Increasingly and especiallv in
light of new regulatory environments,
such as BIS II (see pages 28-30),
banks will have to be much more
selective in how and with whom
they do business. Life will be more
MJS: The obvious one is that we can
be better informed and better coor-
dinated in our relationship with the
cliënt. That nteans we perform better,
which is an advantage for all con-
cerned, but particularly the cliënt.
RS: The more you know about a
cliënt, the more insight you have
into the whole financial picture, the
easier it is to offer informed advice.
communication structure and en-
couraging an earlier involvement of
the product specialist in the relation
ship management process.
Machiel Jansen Schoonhoven (MJS):
Obviously, relationship managers
and product specialists work together
all the time, but there is room for
improvement. The wallet-sizing and
account planning project gives us a
solid framework for that cooperation
and a process that helps us all focus.
Cross-selling is crucial, and everyone
knows that.
The Word I 9
