collaborative cross selling
DESCRIPTION
TRANSCRIPT
Akashdeep SharmaBusiness Development Consultant
Siebel SolutionsCorporate & Investment Banking
Siebel Financial ServicesA Complete Solution Set for C&I Bankers
Industry Sectors Covered• Corporate Banking
• Debt
• Fixed Income
• Research
• Middle Market - Commercial Banking• Specialist Product Groups• Small Businesses
Solutions• Sales & Coverage • Service• Marketing• Events• Analytics
Cross-Industry SolutionsCross-Industry Solutions
Siebel Finance – C&ISiebel Finance – C&I
Customer Centric Solutions for C&I Banking
Customer Centric Service
Sales ForceAutomation
Business IntelligenceBusiness Intelligence
Customer Data IntegrationCustomer Data Integration
Call Centerand Service
MarketingAutomation
ChannelManagement
Territory Management
EventsManagement
Enterprise Banking
Intelligence
End to EndCredit
Management
CollaborativeCrossSelling
Inconsistent coverage and delivery
Actions disconnected from desired
business results
Limited insightChange takes weeks or
months… if ever
Current State
Segment customer base based on present and
future revenues, ascertain appropriate strategies and impact
Match product solutions to customers, identify and analyze creative opportunities
Leverage coverage to create additional
opportunities.
Coordinated & collaborative coverage, information sharing
Becoming a Customer Centric C&l Bank
Siebel C&I Banking Customers
Corporate & Investment (C&I) Banking
• Consolidation
• Non-Traditional lenders• Private Equity• VC Funds
• Increasing Product Complexity
• Exotic Derivatives• Knockouts
• Baskets
• Increasing Customer Sophistication
• Regulation• Basel II• Sarbanes Oxley• KTC
7,540
0
2,000
4,000
6,000
8,000
10,000
12,000
14,000
1990 1992 1994 1996 1998 2000 2002 2004
Number of FDIC - Insured Commercial Banks
12,343
Industry TrendsIndustry Trends
C&I Sales Goal – Optimal Non Interest Income (NII) Generation
Environment:• Credit Demand is High, but margins are low
Strategy for Increased Profitability:• Focus on cross selling fee based (NII)
products that:• Have low capital expenditure
• Are highly profitable (Profitability = Revenue @ Low Risk = (High RAROC))
• Increase client loyalty
• Help the bank achieve “Trusted Advisor” status
• Create higher exit costs
Effective Cross Selling Requires:• Coordination and collaboration of RMs and
Product Specialists or…
Collaborative Cross Selling
Key to Profitable Corporate RelationshipsKey to Profitable Corporate Relationships
Revenue ($'000) vs. RAROC (%)
0
20
40
60
80
100
120
0 10 20 30 40
HHHL
LL LH
Siebel provides a common SFA/CRM platform for Corporate and Investment Banking that unifies customer and product information for all officers in all sales & product groups.
1. Make the Bank “greater than the sum of its parts”. Complete and integrated SFA information across business lines will support a coordinated sales process, making Siebel a driver of collaborative cross-organizational selling.
Result: increased sales and greater efficiency.
2. Allow Coverage Officers/RMs, Product Specialists, and their respective managers to make informed decisions that help manage their business roles more effectively
Result: better customer relationships and better sales management.
Solution Set - Collaborative Cross Selling
Collaborative Cross Selling Set - OverviewCollaborative Cross Selling Set - Overview
Collaborative Cross Selling Set - ObjectivesCollaborative Cross Selling Set - Objectives
C & I Banking – Challenges
Challenges
• 360° view of the customer
• Information Sharing
• Coordination
• Collaborative Planning
• Opportunity resource allocation & pipeline management
• Common Pipeline
OverseasBranchesOverseasBranches
PrivatePlacements
PrivatePlacements
PrivateBank
PrivateBank
DerivativesDerivatives
TradeServices
TradeServices
SecuritizationSecuritization
CashMgmtCashMgmt
ForeignExchangeForeign
Exchange
Fixed IncomeFixed Income
CustomersRelationship Manager
Multiple sales forces • Present unique challenges for C&I banking
C&I – Objectives & RequirementsObjectiveObjective Required CRM CapabilitiesRequired CRM Capabilities
Optimum client coverage through 360 degree view of customer
• Single repository of all customer interaction for all team members• Company based calendar• Share and restrict information with client coverage team and others while respecting “Chinese Walls” regulatory requirements
Meet the individual needs of product groups
• Fully supported individual product group processes• Business objects designed to function in a shared environment• Robust data model
Replicate “premium value” ideas across organization
• Identification of high margin opportunities• Intelligent routing and leverage of information• Lead generation – list management - campaign management
Streamline Daily Tasks & Improve Productivity
• Integrated value added tools (BI, Risk, Trading, Market, etc.)• Custom reports and analytics (Enterprise & Product Group)• Automated workflows
Drive Business and Measure Performance
• Allocate resources on high value “qualified” opportunities• Identify and address bottlenecks• Manage product groups together with common pipeline• Performance reporting
Key Performance IndicatorsKey Performance Indicators
Collaborative Cross Selling – Value Proposition
• Cross-Selling revenue
Value proposition: Siebel will help you increase cross selling and non interest income generation.
TargetsTargets
• Increase 8%
• Average number of products per customer
• Dependency on credit revenue
• Number “credit only” customers
• Increase by 1
• Decrease
• Reduce 10%
14
HSBC – Corporate, Investment Banking, and Markets
Siebel FINS call centre
Siebel Relationship Management
Institutional Sales & Research
Event Management
Siebel Rollups
Decentralized client data
No way to measure client services delivered
Unable to understand product opportunities
No way to adjust service mix to deliver appropriate service based on client revenue
No consistent process for managing client accounts globally
Headquartered in London, HSBC’sCorporate, Investment Banking and Markets business provides tailored financial solutions to major government, corporate and institutional clients world-wide.
Managed as a global business, it operates a long-term relationship management approach to build a full understanding of client financial requirements.
Needs and investment processes of clients are now understood on a global basis
All products and services that CIBM business can provide to Clients are tracked
Visibility enabled for all client interactions regardless of channel, location, and time zone
Cross selling opportunities are maximised
So
luti
on
Ben
efit
sC
hal
len
ge
s
Thank You