Business Banking
RELATIONSHIP MANAGEMENT IN A DIGITAL WORLD
Barlow Research & The Boston Consulting Group (BCG) have partnered to identify the implications of forced digital business banking adoption and define what remote/digital relationship management servicing strategies will work for businesses.
Overview and Objectives
Businesses with and without an assigned Account Officer are leaning harder into self-service models. However, a best practice solution has yet to surface and it is unknown if remote delivery channels can sustain adoption over time. Barlow Research & The Boston Consulting Group (BCG) are partnering to identify the implications of forced digital business banking adoption and define what remote/digital relationship management servicing strategies will work for businesses.
Objectives:
- Align remote relationship management and digital engagement solutions with business preferences.
- Define potential roadblocks that prevent businesses from sustaining digital adoption post COVID-19.
Scope:
New primary research targeting 1,500 businesses with $100K-<$25MM in annual sales revenue to measure the impacts of:
- Forced digital business banking adoption.
- Expectations for post-COVID-19 relationship management.
- Openness to remote/digital relationship management & servicing strategies.
Deliverables:
- Comprehensive report including a full analysis of Voice of the Customer Insights.
- Next steps workshop facilitated by Barlow Research & BCG: group presentation of results & discussion among sponsors.
- Individual optimization meetings to review bank-specific implications.
Results anticipated Nov/Dec 2020
Please contact us
to schedule a phone meeting
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