In the first quarter of 2011, Total Solutions surveyed 30 medium sized organizations to test their perception of the quality of Account Management in Banks. This survey comprised of research performed in conjunction with Professional Capital and Willem Verbeke, associated to Erasmus University
The most important conclusions of this research included:
a) Account managers are customer friendly
b) Know the decision makers
c) They do not seem to present new ideas or solutions
d) Are not familiar enough with the business processes and the most important customers of their clients
The survey indicated that although some of the Account Managers have a very good relationship with their Clients, there is a general lack of new ideas being proposed or innovation when attempting to find solutions to problems experienced. As a result, Financial Institutions are now focussing heavily on the need to ensure that their Account Managers are seen as specialists in their area.
A specialised Account Manager is able to provide the Client with better and more focussed solutions by offering access to a wider range of products, suited to the more exacting needs of the Client. In addition, Account Managers who are familiar with the business processes and specific requirements of their clients, are more easily able to assist in identifying potential credit risks.
A highly qualified Account Manager gives the organization an advantage. If the Account Manager has enough knowledge of the clients processes and their most important requirements, they can be more proactive and come up with better-targeted solutions in order to provide the organization with timely and accurate analysis.
If an organization still wants to participate in the research, they can find the survey in the following link: www.ts.eu/onderzoek.html (8 questions, about 5 minutes)
For more information about this research and for possible solutions, please contact:
Robi Dattatreya, Total Solutions
or
Maarten Colijn, Professional Capital.