Personal & Business Banking, Standard Bank Design of Customer Engagement Model

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1 Epis Tsfi Pi, Nihil. s Egg Ml : s Sy Psl & Bsiss Bkig, S Bk Dsig f s Egg Ml Db Ovviw y Rgi: Sh fi Isy: Bkig s Pfil S Bk is l i bkig hlgy i Sh fi, wh i livs svis hgh h pis f psi. S Bk ls svis 18 sb-sh is 21 is h is, ilig h ky fiil s f Ep, h Ui Ss si. Bsiss Sii kwlgig liiis i biig sigl viw f is ss, h pg i iv pp sgi f h s pfli bl i bil lship psii i is hs k by ilig is fiil slis ffigs sgis h h lv s sg. W sk b h lig psl bsiss bk i Sh fi by 2015 Willi Sg, Di Bkig Tsfi Pg, S Bk. I 2010, h Psl Bsiss Bkig Exiv i f S Bk f Sh fi, s p f is 2015 Sgy, visi siplify, sis, ipv s svi gw h bsiss. Th Bkig Tsfi pg ws s liv his visi, iv sgi hs s Oii, hl vi, Effiiy Effivss Bs py wk f iv i bk liship wi i psii i hs ks by livig h bk s s vl ppsii. Pps Sli Epis Tsfi Pi, Nihil, sig h s gg l, wih pbiliis s s lysis, ss-sll, x bs i, sigl viw f s, ss is lipl sls svi hls. Bsiss Bfis Tg s Sgy Dply Rh s Sgy Dply qi s Sgy Dply Svi s Sgy Dply Ebl h Pss Sgy Dply Nihil ws sgi p i his sfi jy ply sigifi l i fig h Epis Dsig ls f his bkig sfi jy. Nihil vlp h s Egg Ml s sps h bk s qi kp s iiy s h fil f pis sig. This l fss vlpig s s lysis, ss-sll x bs i, sigl viw f s pbiliis ss is lipl sls svi hls.

2 Ky sfil hs il s Oii, hl vi, Effiiy Effivss Bs py wk f f fw lkig viw gig s gg lly yslliz his ifi pis viw i s gg l, b vlp bil i SP Bkig Svis Bsiss Sii S Bk Psl & Bsiss Bkig pvis bkig h fiil svis iivil ss sll--i siz piss i Sh fi. Th ky svis ff il Mgg Lig, Isl sl fi lss, ps, sil lig ps, Bss. I h ps fw ys, h Sh fi Bkig Isy hs g s f hg. Whil i is f h lgs s gl ss wihi h gig ks, h glbl i iis hs lf his ip s ip i sigifi wys. This hs f h bkig s qsi h piisi v pjis flly -xi h s bs h wy i whih h bks p. Whil h sps f big f hs b ss sviv s kp s vigil, S Bk k higs sp fh. I fss skig w wys gw pfis whil pviig pi s svi, ipvig pil ffiiis hlig plx glis. I 2010, h Psl Bsiss Bkig Exiv i f S Bk f Sh fi, s p f is 2015 Sgy, visi siplify, siz, ipv s svi gw h bsiss. Th Bkig Tsfi pg ws s liv his visi, whih w sgi hs s Oii, hl vi, Effiiy Effivss Bs py wk f iv i bk liship wi i psii i hs ks. Eh sgi h pis f s f bjivs, whil s Oii hl vi hs fs pviig ig slis f hgig s, xll s xpi xig h li-hl vi, h Effiiy & Effivss hs fs pss sisi lvgig is f sl, h Bs Bk Wk F h fs h ky ipiv is gg i sff. Mi Bk Rliship i ivig si-l s qisii ss -p-sll hgh lg- liships. Th vll pg sis f 7 ky sgs, fiig Pg Sgy, Bsiss hi, p Dsig, Pg Epis Dsig, Bsiss Rls Plig, Bsiss Rls SDL, Ps Ipli Igi. kwlgig liiis i biig sigl viw f is ss, h pg i iv pp sgi f h s pfli bl i bil lship psii i is hs k by ilig is fiil slis ffigs sgis h h s f lv s sgs. H i ws ipiv f fw lkig viw gig s gg lly yslliz his ifi pis viw i s gg l, b vlp bil i SP Bkig Svis, h bk s bkig sys. Pps Sli S Bk sl Nihil s is p i his jy ws bilig ifi pis-wi viw f s Egg. Th Epis Tsfi Pi f Nihil hlp S Bk P&BB pliz sig

3 s gg is -gig pss, whih s hgh lipl sgs, iifyig iff gps f ss wihi h s bs pig h hgs i h s pfli v i s gg l gi by h v-hig gl f livig h bk s s vl ppsii. s gg is -gig pss, whih s hgh lipl sgs, iifyig iff gps f ss wihi h s bs pig h hgs i h s pfli v i. Th pss highly lis lyil ls, y, ips bsiss iii bjivs f s ffiv sls. Th s Egg Ml sis f 5 ky ps, ly Tg h s, Rh h s, qi h s, Svi h s Ebl h pss. Th s gg l wv hs ps gh pvi sigl viw f h s bl ilig f h fiil slis ffigs sgis h h s f h lv s sg. Th ky pi ss by Tg h s p vlv s sgi, whih si [] Vl g vl f h s, [b] Ex Vl pil vl f h s, [] Bhvi hw h s bhvs, [] Ns why s h s bhv i his wy. Th s p ws Rh h s whih sgh vlp illig iis iv by spi s s Egg : pbiliy Lsp 1 g T s s Sigl Viw f s Mk Sgi h s gg l wv hs ps gh pvi sigl viw f h s bl ilig f h fiil slis ffigs sgis h h s f h lv s sg 2 h h R 3 s s h h i w q s K I b s Ns lysis Mg hl Mg & Mg Offig Piig Fwk Sls Pipli Mg ss- Sls Fwk Ls & pig Mg b O s i s B x N / s f O s B x N s/ i ly v g i p R sis ly f P 4 h i v S s Iss Nifiis Qis & plis 5 Ebl h Pss

4 s f his hlgy s h pis sig ls vlp w lv f h x f h bk s sgy h g jiy f h l b s by h SDL sg f h sfi pg isly kwlg, vig h i s liship lifyl hgh psi ii hls, whih ss g hl g sgis. Th qi h s p i vlpig sigl viw f h s, lysig s liships vlpig hiqs ls pvi spi qisii, i pbiliis ss & p sll. This ws ss by vlpig pis sh s s s lysis, g fiil ffigs, ls pig g, piig, ss-sll sls pipli g. This sg l wih h Svi h s p by vlpig hiss psss pvi siplifi, sis ffii s svi xpi fili hgh ffiv i-b b g. This ws ss piily by vpig h isss ifiis & s qis & plis pis. Th ls p Ebl h Pss p fs vlpig his spp sis s xpi pss hgh v lyis pvi lv ifi f ily g isis. Nx Bs i (NB) siss f Nx-Bs Offs (NBO) s Rliship Mg bs is. Whil Nx-Bs Offs is g iivil ss, bs h s s p hligs s wll s v iggs ps bhvi, s Rliship Mg is bs h qi xiiz s hgh is b pl ii. Ths is il, bihy ifiis, ivsis, vf lii viws, i sy sgy l is. Bsiss Bfis Th s Egg Ml ws lb i pppi pis sig l. F h f h pis hl, ky iviis s fi by h Epis Dsig Mhlgy il - ghig lysig qis sig SP Vill pbiliis fiig -b sgi fwk sb-ps shig bs / lig pis fiig fil -fil qis iifyig pf is wig il pss ps i lig wih h pis pss hi lifyig gizil s, ls jb sipis siig s giv h sizi qi, pil lvls xisig vl vliig bsiss lv by ppig si-bs pypig sig SP pibiliy by ig hil pypig sig sbxs. Us f his hlgy s h pis sig ls vlp w lv f h x f h bk s sgy h vwhlig jiy f h h l b s by h SDL sg f h sfi pg. F Pls Th x ky ils is h vlp ply f h s gg l i SP Bkig Svis s p f h pl bsiss lss. This will b liv hgh il Sfw Dvlp Lif-yl Bsiss pbiliy Dvlp, ypilly sisig f lysis, sig, bil, s ply phss whih xis wihi h sg.

5 F M Ifi F ifi b Epis Tsfi Svis, ll Nihil Sls T ss ifi b Nihil sig h Wl Wi Wb, g : T ss ifi b S Bk sig h Wl Wi Wb, g : b Nihil Nihil is ISO 9001:2000 SEI SM MMI R Lvl 5 ifi glbl bsiss slig slis Igi py. s l i h f lig, ivi kwlg g wih p hg g fwk M 3 TM, Nihil s Epis Tsfi Pi ps wih lis i sssflly slig bsiss sgis i bsiss sls. F ifi b Epis Tsfi Pi, g : M 3 - Th hg Mg Fwk Th M 3 fwk is is bs l h hlps pis isly i bsiss gls k iiiivs h pf. Nihil s M3 sfs gizi s Visi (Bsiss Sgis) i Rliy (Bsiss Rsls) by: Iifyig h x f gp bw Visi Rliy Dfiig l- bjivs, ss i pls ll lvls Bigig h gp bw s xpis gizil pf ig l bs gizi pig skills py ix f iivils Iifyig lig g f vy iivil ig l f lig, shig, llbi ivi Fsig vi f is xpii ipv Iig hg g isiiliz lig libig p pf isly sig L TM F ifi b M 3 h hg g fwk, g : Th Nihil vg hlisi viw f slig ky sgi sss f gizi - Ppl, Pss, Thlgy Kwlg Sgy xi sig h p M 3 fwk whih lks ll - gisi sfi Fs is ipv wih li gg h pi f vl i Mis bs livy l bigig il sfil hg i Ti, Qliy, s, Piviy Th sls-bs g sig ipv g ffivss biliy, s lisi sls xp, i pgss glly, hliz sls hiv i f g isis

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