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Importance of customer relationship management in banking
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Wells Fargo offers a wide range of financial services, claiming in its investor presentations to operate more than 80 divisions while still being able to stand for more then one thing. In addition, the company claims to be one of the most "integrated" of financial services companies. For example, instead of running a stock brokerage with separate branches and different customers, Wells Fargo stock brokers sit in retail branches, and generally only serve banking customers. (wellsfargo.com)
Despite this wide range of divisions, Wells Fargo only describes in detail three different business segments when reporting results, which are Retail Banking, which is typically your everyday banking where you have your savings, checking accounts, loan officers, mortgage lenders and credit card companies. Wholesales Banking, in which this segment contains products sold to large companies, as well as to consumers on a wholesale basis. This includes lending mutual funds, asset-based lending, and commercial real estate. Consumer Finance and which is a lending to consumers, as far as home loan, automobile loans and student loans. This is unlike many other financial services companies which provide more detail about particular businesses or product lines.
Wells Fargo dominating the financial services by being one of the largest in the world, they are not too concerned about competitions such as US Bancorp, Citi Financial, BB&T, PNC Financial, and Country Wide, simply because most of these companies are not touching every sections of the market like Wells Fargo. Most of the banking companies are consumer lending banks, or just retail banking, but is not giving out any mortgage or in the case with Country Wide...
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...it for you. This is an opportunity Wells Fargo always has, because they have the resources and capital to do that. Or think of another way of making banking for consumer and businesses easier as they did back in the 1980s with the internet banking. Such as Cross-selling, which Wells Fargo defines as "needs based" selling, is seen as its most important strategy. The firm sees this as an "increasing returns" business model. Wells Fargo states that the idea is like "networking effect" of e-commerce, where opportunities grow geometrically. The Overall idea with cross-selling is that it reinvents how financial services are aggregated and sold to customers. The firm feels that its customers see the concept of "one-stop shopping" for financial matters. For many consumers, this is a very appealing feature.
Employees were using the cross-selling which is a concept of attempting to sell multiple products to consumers. This concept led to fraudulent actions, in fact employees were encouraged to order credit cards for pre-approved customers without their consent, and to use their own contact information when filling out requests to prevent customers from discovering the fraud. " The Wells Fargo scandal was far different. Instead of a select few doing bad things, the unethical behavior was widespread at the bank, with thousands of employees engaged in secretly creating new bank and credit-card accounts for customers without their knowledge, resulting in overdraft and other fees." (Kouchaki, 2016). According to the Los Angeles City Attorney, employees were opening and funding accounts without customers' permission or knowledge in order to "satisfy sales goals and earn financial rewards under the bank's incentive-compensation program." This means that the board members of the bank were aware of that it wasn't by the employees' own wills. In fact, they were pressured by aggressive goals and performance which led them to immoral behaviors. Facing this problem, Wells Fargo bank had to take some measures to avoid bankruptcy, losing customers, or loosing brand
Costco Wholesale Corporation was an uncommon type of retailers called wholesale clubs. These clubs differentiated themselves from other retailer by requiring annual membership purchase. Especially in case of Costco, their target market is wealthier clientele of small business owners and middle class shoppers. They are now known as a low cost or discount retailer where they sell products in bulk with limited brands and their own brand. The company is competing with stores like Wal-Mart, SAM’s, BJ’s, and Sears.
Bed Bath and Beyond is currently the largest superstore domestics retailer, although their market share is only 4%. Competitors like Target, Wal-Mart and JC Penney offer a wider variety of merchandise such as apparel and electronics. Since 2002 growth has been a result of acquiring the Christmas Tree Shops and the Harmon Stores. In addition BBBY believes that their product offerings, customer service and advertising program have contributed to the company's financial success.
The company operates in three divisions: lodging, contract services and restaurants which represents 41%, 46% and 13% of sales in 1987 respectively.
...eresting for Vanguard because of the exponential increase in the number of potential clients, whom Vanguard doesn’t have to directly advise and serve about their products and services, combined with the high potential for profitability. The development of this broad qualified sales force could also be done at relatively low development cost. The positive aspects of this alternative are somehow strongly counterbalanced by the fact that huge efforts of mass advertising would be required in order to inform the potential customers about Vanguard’s brand, and over whom Vanguard would have no control in the sale process. Vanguard would also have to face some strong competition in its relation with the intermediaries, who are not always the most loyal sales representatives. This weakens the expected return on investment for this alternative, and finally led to its rejection.
They have a strong core transaction processing infrastructure for meeting operational needs of a company this size.
Each division has its own brand management, sales, finance, product development and operations line management and was evaluated as a profit center.
JPMorgan Chase is one of the largest and best known banks in the banking industry. JP Morgan Chase is a global financial service firm with operations in over 50 countries. With a CEO who is known as one of the banking industries top leaders it is obvious why they are in the top 10 of the fortune 500. Although JP Morgan Chase bank is one of the leaders in the industry I believe they are a long way away from being the most innovative bank around. Banks can be one of the most targeted locations for robberies which is why I find it important for them to protect their customers and themselves. Utilizing computerized bankers would be a good start to safety within their branches. Money should not be kept on the floor of any bank to avoid unnecessary situations.
In 1905, Wells Fargo survived a major natural disaster that caused it to change its way of portraying itself in the public. Without any concern or having nothing to do with the disaster, Wells Fargo still served as a commercial bank in San Francisco to support the West’s growing
At the same time to expand their services to be competitor in the payment industry. One of the main reason behind their success having excellent strategy in their external environment. In the external environment they have the extensive network throughout the world and they are still maintaining that standard in their
When American Express first came about, it would fit the assumed picture of a typical call center: a tall building filled with thousands of service agents aligned on every floor. For years, a typical work-day for each employee consisted of repeated, recorded, scripted, and timed phone conversations. Today, though, it is a whole new world. Today, no two conversations are the same. American Express finally realized that opening the gates and allowing employees be themselves would sell more product than ever before.
While Wells Fargo is doing very well and growing financially, it is important to keep in mind how the public sees them. It is necessary for them to keep obtaining new customers, and to continue to create an ethical culture among the employees. It is important for them to not slip back into their old routine, and not become too obsessed with opening new accounts. It is very appropriate that they are shifting their goals toward customer satisfaction in order to please existing and new customers. Overall, Wells Fargo has been fortunate, and has handled the scandal with
In 2015, Wells Fargo was named as the world’s most valuable bank being worth around 2 trillion dollars (Fortune, 2015). Wells Fargo started out of San Francisco with growth in the right direction for the U.S. economy. They are a financial services company that has banking, insurance, investments, mortgage, and consumer and commercial finance through 8,700 locations, 13,000 ATMs, the internet (Securities and Exchange Commission, 2015). With Wells Fargo progressing and gaining prosperity, it is a shame that they took a negative method to get to this point. The Wells Fargo scandal has caused many to look at the company poorly. They have lost copious clients due to their bad ethical misconduct and not treating customers with respect following
The industry is composed by a continuum of banks which produce a homogenous product — banking service. Domestic as well as foreign competition is violent. Not to forget the fact that ICBC has not been the first bank to embrace internet banking. So, it is all the more reason which places the bank in the most precarious position to continuously shield it self from the volleying competition.
The American Marketing Association provides the following definition of marketing: "Marketing is an organizational function and a set of processes for creating, communicating, and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stake holders" (Kotler & Keller, 2006). Clearly, the value to the customer must first be defined by understanding the customers' needs including those that may go beyond the product or service a company is selling. For example, Safeway, a grocery store chain, goes beyond fulfilling a customer's need for groceries by addressing other needs, such as convenience, thru a door-to-door delivery of their groceries. While another company, Wal-Mart, is successful by making their products widely available to as many people as possible at the lowest possible prices. Again, the product is only part of the equation; Wal-Mart's marketing mix also focuses heavily on price and distribution (place). Finally, Microsoft now allows customers the convenience of purchasing and downloading their favorite software titles directly from Microsoft's Windows Marketplace website instead of having to travel to a retail store.