JAIIB · RBWM

DELIVERY MODELS & CUSTOMER RELATIONSHIP MANAGEMENT

Chapter notes, video classes, MCQ practice tests and quick-revision one-liners for Retail Banking and Wealth Management — JAIIB.

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One-liners from this chapter

Free sample — 8 of 65 rapid-fire Q&A cards.

What is a delivery model in the context of retail banking?

A delivery model refers to the channel or method through which a bank delivers its products and services to customers, such as branches, ATMs, internet banking, or mobile banking.

What is a Self-Service Terminal (SST) in the context of banking delivery?

Automated machine enabling deposits, withdrawals, and account inquiries without staff.

What is the primary objective of Customer Relationship Management (CRM) in banking?

The primary objective of CRM in banking is to acquire, retain, and grow profitable customer relationships by understanding customer needs and delivering personalized services.

What is Customer Acquisition Cost (CAC) in banking CRM?

Total cost incurred to attract and onboard one new bank customer.

Which delivery channel allows customers to perform banking transactions 24x7 without visiting a branch?

ATMs (Automated Teller Machines) and internet/mobile banking allow customers to perform transactions 24x7 without visiting a branch.

What is the concept of 'Customer Centricity' in modern retail banking?

Placing customer needs at the core of all banking products and decisions.

What is omni-channel banking?

Omni-channel banking is a seamlessly integrated approach where customers can interact with a bank across multiple channels (branch, mobile, internet, ATM) with a consistent and unified experience.

What is Doorstep Banking and who does it primarily serve?

Banking services delivered at customer's home, primarily serving elderly and differently-abled customers.

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