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Thursday, November 8, 2012

2:00 PM - 2:45 PM
Track: Boosting Outside Productivity View Track

PHONE HOME: MORE REVENUE AT LESS COST

David R. Tremblay, Business Development & Strategy Executive, Client Development Group, BANK OF AMERICA MERRILL LYNCH
Mike Marshall, Senior Director, Small Business Banking, CIBC

J.D. Power data suggests that small business customers feel significantly more satisfied and are significantly likely to refer and purchase the next product when banks assign relationship managers to them AND the relationship managers pay attention.  While business owners differ in their preference for remote versus in-person relationship management, routine attention from someone at their bank is better than no attention from anyone.  In this session, we’ll discuss current thinking about remote relationship management strategy challenges including role clarity and fulfillment processes;  integration of remote relationship managers with branch or field sales staff; recruiting, training, and retaining remote relationship managers; and compensation to call center staff and branches.

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