11Days03Hrs23Mins17Secs
Mar 17 2026

Retail Banking Mastery: Driving Customer Value And Bank Profitability(Mar. 17-19) Virtual

  • 9:00am
  • National Banking College

Rationale

This course focuses on enhancing customer value and profitability. Encompass fundamental retail banking principles, customer-centric strategies, data-driven sales management, and digital transformation. Essential modules often encompass comprehending consumer requirements and segmentation, fostering customer trust and loyalty. Optimising sales for enhanced profitability, and utilising technology to facilitate seamless experiences and generate new growth opportunities. Equip professionals with the necessary competencies to enhance client lifetime value and achieve sustainable profitability.

Programme Objectives

  • Equip participants with the knowledge and skills to design effective customer experience strategies aligned with their organization’s goals.
  • Provide tools and techniques to measure customer satisfaction, loyalty, and overall experience across multiple channels.
  • Guide participants in identifying and addressing pain points in the customer journey, driving customer-centric improvements.

Course Content

Introduction to Retail Banking:
The income statement of a retail bank and key selected ratios
The shift to digital and customer-centric banking models
Customer Value and Relationship Management
Customer Centricity: Strategies for delivering value and satisfaction
Customer Segmentation: Using data to understand and group customers
Product innovation- Key areas of digital product innovation in retail banking’
Customer service in retail banking
Profitability and Sales Management
Sales Dynamics: Strategies for improving sales efficiency and performance
Sales Targeting: Approaches to setting and achieving
sales targets based on value and profitability
Cross-Selling and Upselling: Strategies to increase revenue from existing customers
Product Development and Pricing: Aligning products
with customer needs and profitability goals.

Target Group

  • All Customer-facing Staff Operations
  • Customer Service Executives
  • Branch Heads
  • Relationship Officers and Managers

To register, contact the programmes secretariat now !

+233 (0) 302 760006