Critical success factors in relationship management in corporate banking in South Africa

Date
2011-06-07
Authors
Owusu, Kwadwo Nini
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Abstract
The rapidly changing competitive banking industry throughout the world has forced banks to place increasing emphasis on establishing and maintaining relationships with their major customers. This research provides insight into the relationship between corporate customers and their banks. It specifically looks at the critical success factors in relationship management in corporate banking and the relative importance of the identified factors to both the bank and the corporate customer. In-depth semi-structured interviews were conducted with 23 participants from both the corporate customers and the banking community. The main research finding were that the critical success factors include: mutual value creation for both the bank and the corporate customer; the bank must know th eneeds of the corporate customer,understand the market and business of the corporate customer; communication within the bank itself and with corporate customers must be two-way and remain open and the bank must continue to remain a reliable source of and finace advice...
Description
MBA - WBS
Keywords
Relationship management , Banks and banking , Corporate banking
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