BANKING SPECIAL CLIENT LEADERSHIP Teamwork 34 issue 19 APRIL THE WORD to give me the opportunity to provide services other than credit, which is usually the initial basis for our relationship." What this boils down to, Treffers-Herrera adds, is that with every single cliënt she and her team try to leverage the capital usage to sell other products and generate additional fee income. "My cliënt and I both understand that they have a certain wallet for financial services and that Rabobank gets its fair share of that wallet." Both Rottjers and Treffers-Herrera agree, however, that Rabobank will only get a fair share of the wallet if it gets the execution right. Cross-sell is very hard work, Rottjers stresses, and takes a professional and committed attitude. Selling a product is one thing, but the right delivery is even more important, as every client's number one priority is that you deliver what you promise. 'This ability to deliver on promises is one of the reasons our Leveraged Finance department is doing really well on the cross-sell front. I believe Rabobank has made a lot of progress on this front in the last five years. We have excellent product areas that deliver what they promise. This is enormously important to clients, but just as importantly it gives our relationship managers the confidence to go for opportunities that require innovative thinking. And if you're cliënt is happy, that more or less guarantees more business in the future, Rottjers says. Rottjers and Treffers-Herrera are seen as people that are very successful at cross-selling. They both stress that it is always team work and that their success is completely dependent on teamwork throughout their organisations. One of the keys to her team's success, Treffers-Herrera says, is the fact that she tries to ensure everyone is aware of her strategy with clients and then involves her product colleagues as early as possible. She also thinks it is good practice to make sure that the right people in the Rabobank organisation build up relationships with the right counterparties at the bank's clients. "The more people involved in a cliënt relationship the more business you'll win. It puts you in a much better position to anticipate opportunities. This is what banking is all about: anticipating the opportunity, delivering the idea and executing. If you can do that you'll get a better deal than your rivals." This is something Rabobank is getting much better at, Ton Rottjers says, partly because it has successfully broken down a lot of the barriers between sales and product

Rabobank Bronnenarchief

blad 'RI The Word / The Word' (EN) | 2009 | | pagina 34