In association with:
Arrival 0800 - Departure 1045
Thursday 9 February, 2006
Watermen's Hall
16 St Mary-at-Hill
London
EC3R 8EF
Understanding the customer is central to improving profitability, but do banks really have the data necessary to understand how customer behaviour impacts profitability? The Customer Value programme looks at the availability and use of customer data in the financial services sector.
The breakfast briefing will be used to launch a new ifs research report on how institutions in the UK measure Customer Value. The research provides institutions with an opportunity to compare and benchmark themselves against their peers in how they collect and use customer and operational information to determine Customer Value.
The event will also provide an opportunity to hear from financial services professionals on how they have tackled Customer Value, how they measure it and how they have collected the raw information on their customers. A keynote case study from South Africa's First National Bank will look at how they have used measures of both purchasing propensity and activity/behavioural costing to understand what truly makes a customer profitable over both the short and long term.
Attendees at the seminar will receive copies of this limited distribution report.
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