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Banking

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BANKING SECTOR

Challenges for Public Sector Banks
Public sector banks are trying to overcome huge challenges, many of them stemming from legacy issues, in their effort to set up good Financial Planning and wealth management practices.

Financial Planning for Customer Delight

et me state at the outset that this article is not a lament. On the other hand, it is an attempt to place before the readers the path traversed by the public sector banks (PSBs) to set up a Financial Planning and wealth management practice. It is a chronicle of the resolve displayed by them when faced with hurdles. Apart from the economic scenario currently prevailing, most banks have the good fortune of being led by wise and charismatic leaders. The combination of these two factors may help ease the journey.

L

First things first. It took not only a lot of time but also many unsavory developments, such as loss in market share, flight of mass affluent (MA) and HNWI customers to competitors, archaic and unexciting products, and little or no growth in non-interest income, for PSBs to realize the flaw in their business model. The diagnosis was that they had not focused on customers who were maintaining valuable relationships with them for years. They had no special treatment for these customers. The banks did not recognize that these customers were expecting

38 | FINANCIAL PLANNING JOURNAL | APRIL - JUNE 2008

BANKING SECTOR

C. S. Jain
General Manager (New Business) State Bank of India

products and services tailored to their requirements, together with preferential treatment. By this time the competitors had already forged ahead and captured the imagination of the MA/HNWI segments. PSBs came to realize to their discomfiture, that the time lost by them had spawned many other challenges. The loss of customers, market share and profitability were not the only crucial ones.

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