On December 8-10, in Chelyabinsk, Vneshtorgbank held a regular meeting of heads of its customer-driven businesses and regional managing directors. On top of the agenda were the issues of enhancing the efficiency and transparency of customer relationship management.
Welcoming the participants, Deputy Chairman Igor Zavyalov said that "presently, Vneshtorgbank is the second largest commercial bank of Russia in terms of own funds and net assets, which as of October 1, 2004,ounted to RUR 65.3 billion and RUR 356.4 billion, respectively. Offering banking services and products to its customers, the Bank continues to apply leading edge technologies and global best practices. As a result of such innovative strategy in the sphere of customer relationship management, Vneshtorgbank posted an increase in almost all major performance indicators - the aggregate number of the Bank`s customers has exceeded 65 thousand, Corporate Loan Portfolio has reached USD 6.7 billion. "
Underlining the customer relationship management lies a concept of segmenting the corporates into large and strategic customers, as well as small- and mid-size businesses, while preserving the sectoral principle of decision making. This approach allows tailoring the Bank`s products and services to meet the need of the strategic customers.
Igor Zavyalov is also cited to say that at the same time "enhanced range of services extended to mid-size customers will make it necessary to introduce new standardized products, to be offered both separately and in a bundle. New customer services will also demand innovative work practices. The growth potential of VTB`s mid-size customer business lies in a more active customer relationship management in the Bank`s branches, and a faster decision making procedure due to broader powers given both in the head office and in the branches ".
The participants in the meeting will also discuss major directions of Vneshtorgbank`s development and some peculiarities of its regional customer relationship management. Also on the agenda are the issues of credit and investment policy, implementing the action programs of customer-driven business development in the leading industry sectors. Of importance are prospects and objectives of the regional network development aimed at corporate business enhancement. The progress made in the Program of lending to small-size business will also be discussed, given that 9 new regional branches and 3 Moscow offices have joined the Program, thus making the total number of Vneshtorgbank`s divisions involved reach 27. Another point of interest is the Program of consumer and mortgage lending, which is now being implemented all over the regional network of Vneshtorgbank which comprises 48 branches and more than 130 offices in different regions of the country.