The market:

• Customers - Mass Marketing along premium segment, high expectation resulted from the changing service market, free of block exemptions regulation
• Products - A Large variety of products, insignificant differentiation between competitors
• Distribution Channels- Multi sales and service channels (Branch, Contact center, Internet, ATM), part of the competitive advantage

The need:

• Changing perspectives
• Focusing on the customer:
• Customer potential realization
• Understand the trade-off between VTC and VFC

The solution:

• Implementing the C.E.R.B Model

Including:

• C.E.R.B operational manual:
• Branch level
• District Management level
• Headquarter level
• C.E.R.B segments management guidelines
• C.E.R.B Technology and direct channels guidelines
• C.E.R.B Implementation manual
• C.E.R.B Training  Program
• C.E.R.B toolkit

 For more information: The C.E.R.B Model