Smack-Technologies Pvt. Ltd.

Strategy

The customer value of cross-selling

The core of our vision-based strategy is "cross-selling"— the process of offering customers the products and services they need, when they need them, to help them succeed financially. The more we give our customers what they need, the more we know about them. The more we know about their financial needs, the easier it is for us to work together for them to bring us more of their business. The more business they do with us, the better value they receive and the more loyal they become. The longer they stay with us, the more opportunities we have to satisfy even more of their financial needs. That's the mutual benefit of cross-sell.

As a diversified financial services company, we have a clear cross-sell advantage over companies that offer just a few financial products or that do so through only one channel. But for a large company to work seamlessly across business lines to understand and fulfill all of its customers' financial needs isn't easy. It takes years of hard work and dedication. When accomplished, as in our case, it results in a true competitive advantage.

For example, in Wholesale Banking (which serves medium and large business customers), we measure customer relationships using a system that pulls together all components of the customer relationship. Team members responsible for managing those relationships are rewarded for understanding the entire relationship and doing what's right for the customer whether the product or service provided is in their group or not.

By serving our customers well, we want to be the premier provider of financial services and be known as the best in every product in every market in which we do business—in retail banking, business banking, credit, investments, retirement, mortgage and wholesale banking. We want to be the first provider our customers think of when they need their next financial product.

We may have strong deposit share in any given state, but our market share of total household financial assets in that state may be far less. So, we have a lot of room to grow through cross-sell.

At Wells Fargo, sales and service are inseparable. More sales do not always lead to better service, but better service almost always leads to more sales. Put simply, our product is service. Our value added is our financial advice.

The quality of our service keeps customers coming back for more and is our single biggest driver of revenue growth. We want our customers to find a friendly face in our stores, hear a warm voice on the phone and find it easy to do business with us online or on the go. We want them to feel like they are having a conversation with someone interested in understanding them and helping them succeed financially. When they do come to us with a problem, we want to fix it as quickly as we can.

Technology: The personal touch

We use technology to personalize service, not to depersonalize it. Technology allows us to connect with our customers in new ways every day. It enables our customers to control when, where and how they want to do business with us, and it gives our customer-contact team members the ability to quickly access the information they need to earn 100 percent of every customer's business.

Thanks to technology, we know how many products— and which specific products—each customer has with us. We can also predict the next products they'll most likely need based on account balances, life events, transaction history, and how they access Wells Fargo. Technology is also essential for cross-selling, targeted marketing, and protecting confidential information about our customers. We use it every day for analyzing customer profitability as well as creating and pricing new products and services based on the depth of existing customer relationships.

When we focus our technology resources on service to customers, we can achieve a true competitive advantage for Wells Fargo, but technology alone does not guarantee such an advantage. What's important is the creativity and speed with which we put that technology to use to benefit our customers.

Customer-centric, not product-centric

  • We do not view any product in isolation, but as part of a full and long-lasting relationship with a customer and with that customer's total financial needs.   We start with what the customer needs—not with what we want to sell them.

  • We also want to offer our products to customers in ways that are most convenient to them. That means all of our distribution channels— stores phone banks, ATMs, the internet and mobile banking channels—work together, integrated with our products, to benefit customers.

    We know customers have a variety of financial needs. So we don't want to offer our customers—especially new customers—just one product at a time. We offer them packages of products that save them time and money.

    When it comes to serving our customers well, we're all salespeople and we're proud of it. Superb salespeople know the importance of service. Our products are service and advice. There's no sale without superb service from our entire team—from our customer-contact people to our operations centers and everyone in between.



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