The private customer business of many regional banks is facing a structural reorganization. Rising costs, declining branch frequencies, increasing competition from digital providers, and rising regulatory requirements are changing the framework conditions in the long term.

At the same time, a considerable part of the economic potential still lies in existing business, but this is often not systematically tapped.

Many institutions have strong customer relationships and a strong regional base. However, sales, management and segment logic have often evolved historically and are only geared towards value-oriented exploitation of customer potential to a limited extent.

The central strategic challenge is therefore to consistently focus the retail business on customer value, productivity and integrated customer management.

Our observations from projects and market analyses

Successful institutions are increasingly aligning their private client business with four central principles:

• Systematic development of existing customer business
  Growth is increasingly generated through structured management of potential in existing business, not primarily through new business.
• Integration of private client, corporate client and wealth management logics
  Customer needs develop along life phases and asset situations. Successful banks therefore combine private client, corporate client and wealth management in integrated management models.
• Value-oriented sales management
  Sales are increasingly managed on the basis of data, with clear priorities based on customer value, the probability of closing a deal and strategic relevance.
• Productivity through structure and digitalisation
  Digitalisation only becomes effective when it is part of a clear control logic and is combined with segmentation, process optimization and automation.

Our approach

H&Z supports regional banks in structurally developing their retail business and systematically tapping existing customer potential.

Typical fields of action are

• Retail strategy and growth logic in the private customer business
• Segmentation and customer value management
• Sales management and potential management
• Integration of private client, corporate client and wealth management segments
• Increased productivity in sales and processes
• Digitalisation and data-based sales models

Target image

An integrated retail model that

• Systematically tapping customer potential
• Managing sales more productively
• Digital and personal interaction sensibly combined
• and sustainable growth in the private customer business.

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