This page contains information
about the various tools available to small business banking program members,
including a sample of the syndicated questionnaire, the Relationship Management Staffing Model, the Small Business Internet Banking Test Drive, Next Product to Purchase Model, and Banking in the Middle (BIM) Strategy Simulation Model. See below for full descriptions of each item.
Relationship
Management Staffing Model (SM)
Barlow Research’s Relationship Management Staffing Model is a tool that
can be used by your bank to determine what resources are needed to meet the
needs of your customers. Using our proprietary database of over thirty-thousand
syndicated business banking survey responses, from companies in the small business
and middle markets, Barlow Research knows what a customer demands in terms
of customer service in order to remain satisfied. This includes the average
number of annual visits and telephone calls they should receive from their
relationship manager, and their expectations for resolution of errors they experience. With
this normative data, and customizable estimations of the time necessary to
complete these tasks, the model will calculate an ideal account load for each
banker, and even calculate the total number of bankers needed to service your
customer base.
In addition to servicing
current customers’ needs, the staffing model is also able to include
time spent prospecting for new customers, making it a fully functional
Hunter/Skinner model. Users of this model have the ability to customize
nearly every number that affects the calculations to tailor the model to
their institution’s situation and needs. Available through
a Web interface or as a stand-alone run-time application in both Small
Business and Middle Market versions.
This tool is only available to members of the Small Business Banking Research Program or to institutions who have subscribed to the Strategy Dashboard.
"Banking in the Middle" Strategy Simulation (SM)
Thinking about your institution's strategy for the "Banking in the Middle" ($2.5MM to $25MM) segment? Barlow Research has built a strategy simulation tool to assist our clients with making these difficult decisions at the high-level view. The model is based on nine strategic criteria: objectives, measures of success, reward system, strategy, banker responsibility, lead product, information systems, Internet banking pricing, and segment identifier. Select the options that best describe the strategy your bank is currently using (or considering adopting), and the model will point out possible conflicts or congruencies in your approach so that you, your staff, and most importantly your customers are receiving solid and consistent information.
This tool is only available to members of the Small Business Banking Research Program.
Small
Business Internet Banking Test Drive (SM)
The Small Business
Internet Banking Test Drive is an ongoing study conducted by
Barlow Research Associates to look at the Internet Banking platforms
offered to Small Business customers by many of the largest banks in the
United States. Barlow Research maintains a customer relationship
with each bank through a small subsidiary company, having opened
a small business checking and savings account at each institution.
With these relationships established, we then access our accounts through
each bank's small
business online banking platform - and we bring our clients along
for the ride.
The analysis of the
Internet banking platforms is divided into eleven "chapters",
each containing a series of related functionalities. These Internet
banking features were analyzed and tested online by Barlow Research analysts. Through
the Test Drive's online reporting system, a narrated video screen
capture is available for each of the top eleven banks in the United States (by small business market share) within each chapter (121 total movies). Small Business Banking program members may view these short movies to see our customer experience
first-hand. The research
analysis and screen captures were most recently updated in the first quarter
of 2010. This report has the power to give banks a "Road Map" to
small business Internet banking success.
This tool is only available to members of the Small Business Banking Research Program.
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