Banken for en verden i endring The bank for a ... - BNP Paribas

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Banken for en verden i endring The bank for a ... - BNP Paribas

• relations with clients and suppliers

A closely-attuned relationship

LISTENING TO OuR CLIENTS

ANd mEETING ThEIR NEEdS

Anticipating client expectations

The BNP Paribas consumer surveys unit brings

together a network of Group entities specialised

in market surveys, some of which are

authoritative reference points. These include

the Cetelem Observer for consumer spending

and the corporate fleet market observer set

up by Arval Service Lease for the car industry.

These structures offer synergies leading to a

better understanding of the different consumer

profiles and retail channels, and to more accurate

measurement of levels of satisfaction. They

also make it possible to design advanced indicators

on changes in consumer behaviour and

purchasing cycles, boosting the Group’s ability

to update its products and services offerings and

distribution methods with targeted innovations.

Demographic and sociological change, the use

of new information technology and an increasingly

nomadic lifestyle have given rise to ever

more diverse requests from the various categories

of clients. The Bank is also expected

to provide greater convenience and availability,

and to personalise its product offers based on

an understanding of each client’s situation.

Tailor-made services

The multi-channel bank meets these requirements

through a real-time integration of the

various channels of the distribution network:

appointments in branches, telephone contacts

through the Client Relations Centre and electronic

correspondence via bnpparibas.net. Thanks to

a single database that centralises and updates

all the information from the various sources,

this system has transformed and optimised the

marketing approach. More than 20 million new

contact opportunities were generated in 2006,

resulting in 10 million client interviews, a doubling

in two years. The internet channel made great

advances, with the number of monthly client

users of bnpparibas.net services surging past

the one-million mark for the first time in 2006.

This progress in personalised contacts led to a

significant improvement in the annual barometer

of client satisfaction.

91 BNP PARIBAS AND ITS STAKEHOLDERS

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