Relationship Management in Banking: Principles and Practice

ISBN-13: 9780749482831 / Angielski / Miękka / 2018 / 400 str.

Steven Goulding; Richard Abley

Opis

Endorsed by the Chartered Banker Institute as required reading for the Chartered Banker programme and recommended for banking studies at higher education, develops the capability to manage key customer relationships.

Spis treści

• • Chapter - 00: Introduction;
  • Chapter - 01: Business customers;
  • Chapter - 02: Products and services;
  • Chapter - 03: Reputational risk and ethics;
  • Chapter - 04: The changing nature of banking;
  • Chapter - 05: The changing nature of regulation and legislation;
  • Chapter - 06: The role of the relationship manager;
  • Chapter - 07: Tools and techniques to help relationship managers;
  • Chapter - 08: Customer service and portfolio planning;
  • Chapter - 09: Relationship strategies: customer retention, development and acquisition;
  • Chapter - 10: Case study - gaining new business;
  • Chapter - 11: Glossary

O autorze

Steve Goulding worked for a UK Bank for 35 years, the majority of which were spent in Commercial and Corporate, with 25 of those years honing his skills as a Relationship Director. He is now an author, coach and mentor for a number of financial services personnel, and provides management consultancy services for a number of businesses. Richard Abley has operated within the banking industry since 1978, fulfilling a number of customer-facing and leadership roles in business and corporate banking. Simultaneously, he has lectured to many hundreds of bankers seeking to obtain their professional qualifications, and has co-authored several books in field of Commercial and Corporate banking.