Customer-centric sales in banking

New data shed light on commercial and consumer relationship-based banking

With the rise of customer-savvy fintech disruptors and low consumer trust in the financial services industry, it’s no secret that banks feel the pressure to drive personalized customer experiences.

However, statistics show that banks are slow to accelerate this move from a focus on selling products to selling customer-centric relationships.

A recent study conducted by Forrester Consulting on behalf of Pegasystems found:

  • Only one-third of the 250 banking professionals surveyed have successfully made the transition from product-based to relationship-based selling to remain competitive.
  • Another 29% are still deeply stuck in product-based selling approaches that often prioritize booking revenue over the real needs of each customer.

However, the wide majority of firms surveyed realize they must make this shift—and soon.

continue reading »

More News