Retail Banking & Customer Experience#1067
Retail Banking Management
Prepares managers to run retail banking operations, products and branches, with strategies that grow customer acquisition, retention and profitability.
5 Days·Classroom
Customer Relationship Management for Banks
Shows banks how to use customer segmentation, lifecycle management and relationship planning to deepen engagement, offer personalized products and lift loyalty.
RBC · Retail Banking & Customer Experience#1071ClassroomEnglish,Arabic
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Free substitution at any time · 30+ days' notice: full refund minus 10%. Cancellation policy
Sectors:Finance, Investment & BankingCategories:Retail Banking & Customer Experience
Course Overview
Customer Relationship Management for Banks is a comprehensive professional training course designed to equip banking professionals with the strategic knowledge, relationship management skills, and customer engagement capabilities required to build lasting customer relationships and drive sustainable business growth. In today's highly competitive banking environment, Customer Relationship Management (CRM) has become a strategic business function that enables financial institutions to improve customer loyalty, increase profitability, deliver personalized banking solutions, and strengthen long-term customer value. This course provides participants with an in-depth understanding of Customer Relationship Management principles, customer lifecycle management, customer segmentation, relationship development, customer needs analysis, sales and service integration, customer retention strategies, complaint management, customer profitability analysis, and digital customer engagement. Participants will learn how to leverage CRM strategies to deliver exceptional customer experiences while supporting organizational objectives, regulatory compliance, and operational excellence. The program also explores the integration of Customer Relationship Management with Retail Banking, Corporate Banking, Digital Banking, Branch Management, Customer Experience, Marketing, Business Development, Data Analytics, Financial Technology (FinTech), Operational Risk Management, and Regulatory Compliance. Participants will develop practical skills in relationship planning, customer portfolio management, customer communication, consultative selling, customer data utilization, performance measurement, and strategic decision-making to maximize customer value and institutional performance. Through practical case studies, customer journey workshops, CRM simulations, relationship planning exercises, and real-world banking scenarios, participants will strengthen their ability to build trusted customer relationships, improve customer satisfaction, enhance service delivery, identify cross-selling opportunities, and implement customer-centric strategies. By the end of the course, participants will be equipped to implement Customer Relationship Management for Banks initiatives that improve customer loyalty, optimize business performance, increase revenue, and support long-term organizational success.
Learning Objectives
- Analyze Customer Relationship Management principles and evaluate their contribution to customer loyalty, business growth, and organizational performance by the end of the course.
- Develop customer relationship strategies that strengthen long-term customer engagement and retention.
- Evaluate customer financial needs and recommend personalized banking products and financial solutions.
- Apply customer segmentation, customer lifecycle management, and relationship planning techniques to improve customer value.
- Design customer engagement initiatives that improve service quality, customer satisfaction, and relationship profitability.
- Improve customer communication, consultative selling, negotiation, and relationship-building skills.
- Strengthen governance by implementing customer protection standards, regulatory compliance, ethical banking practices, and operational controls.
- Implement Key Performance Indicators (KPIs), customer satisfaction metrics, relationship management scorecards, and customer profitability measures to evaluate CRM performance.
- Assess the impact of digital transformation, artificial intelligence, customer analytics, financial technology, and omnichannel banking on customer relationship management.
- Align Customer Relationship Management strategies with Retail Banking, Corporate Banking, Customer Experience, Business Development, and strategic organizational objectives before course completion.
Who Should Attend
This course is designed for Customer Relationship Managers, Relationship Officers, Branch Managers, Assistant Branch Managers, Retail Banking Managers, Corporate Banking Managers, Customer Service Managers, Sales Managers, Business Development Managers, Product Managers, Wealth Advisors, Customer Experience Specialists, Marketing Professionals, CRM Specialists, Banking Operations Professionals, and employees responsible for managing customer relationships and delivering banking services.
The program is equally valuable for Chief Customer Officers, Chief Retail Banking Officers, Heads of Relationship Management, Executive Management Teams, Customer Experience Directors, Regional Banking Managers, Strategy Managers, Digital Banking Leaders, Government Banking Professionals, Public Sector Financial Institution Managers, FinTech Executives, and decision-makers responsible for customer engagement, customer retention, relationship management, service excellence, and business growth.
Learning Outcomes
- By the end of this course, participants will be able to:
- Develop strategic Customer Relationship Management plans that support organizational objectives and customer-centric banking.
- Evaluate customer needs and recommend suitable financial products and advisory solutions.
- Apply customer segmentation, relationship planning, and customer lifecycle management methodologies.
- Design customer engagement initiatives that improve loyalty, retention, and long-term profitability.
- Improve customer communication, consultative selling, and relationship-building capabilities.
- Strengthen compliance with customer protection regulations, operational controls, and ethical banking standards.
- Prepare executive CRM reports using KPIs, customer satisfaction metrics, customer profitability analysis, and relationship scorecards.
- Integrate Customer Relationship Management with Customer Experience, Digital Banking, Business Development, Operational Excellence, and Enterprise Risk Management.
- Assess the impact of artificial intelligence, customer analytics, financial technology, and digital transformation on relationship management strategies.
- Develop a practical implementation roadmap to strengthen customer relationships, improve customer satisfaction, enhance service quality, increase cross-selling opportunities, optimize customer profitability, and support sustainable banking growth.
Course Outline
Course Outline:
Foundations of Customer Relationship Management in Banking
- Strategic role of CRM in banking
- Customer-centric banking principles
- Customer segmentation and customer lifecycle management
- Understanding customer financial needs
- Practical application: Customer segmentation and relationship planning
Building Strong Customer Relationships
- Customer communication and relationship-building skills
- Consultative selling and financial advisory techniques
- Customer engagement and retention strategies
- Complaint management and service recovery
- Practical application: Conducting effective customer relationship meetings
Customer Experience and Business Growth
- Customer experience management
- Cross-selling and up-selling opportunities
- Customer profitability analysis
- Portfolio management and relationship development
- Practical application: Developing customer growth strategies
Governance, Digital CRM, and Performance Measurement
- Customer protection and regulatory compliance
- Digital CRM platforms and omnichannel engagement
- Artificial intelligence and customer analytics
- Performance measurement using KPIs, customer satisfaction metrics, and CRM scorecards
- Practical application: Building CRM performance dashboards
Building Sustainable Customer Relationships
- International best practices in banking relationship management
- Leadership in customer-centric organizations
- Continuous improvement and innovation in CRM
- Strategic planning for customer relationship excellence
- Final workshop: Developing a comprehensive Customer Relationship Management for Banks implementation plan that includes customer segmentation, relationship planning, customer engagement, customer experience enhancement, consultative selling, portfolio management, digital CRM integration, regulatory compliance, customer analytics, performance measurement, continuous improvement initiatives, and governance practices to strengthen customer loyalty, improve customer satisfaction, increase profitability, and support sustainable banking success.
Upcoming Dates
Selected date
Berlin · 30 Nov – 4 Dec 2026 · Classroom
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| City | Dates | Price per Participant | Early Bird | |
|---|---|---|---|---|
ManamaScheduled | 2 – 6 Nov 2026 | €4,700 | — | |
SalalahScheduled | 2 – 6 Nov 2026 | €5,300 | — | |
GenevaScheduled | 9 – 13 Nov 2026 | €6,300 | — | |
AmmanScheduled | 9 – 13 Nov 2026 | €3,100 | — | |
MilanScheduled | 9 – 13 Nov 2026 | €6,000 | — | |
TrabzonScheduled | 9 – 13 Nov 2026 | €4,700 | — | |
IstanbulScheduled | 16 – 20 Nov 2026 | €4,700 | — | |
AmsterdamScheduled | 16 – 20 Nov 2026 | €5,400 | — | |
MunichScheduled | 16 – 20 Nov 2026 | €5,400 | — | |
TunisiaScheduled | 16 – 20 Nov 2026 | €3,800 | — | |
Kuala LumpurScheduled | 23 – 27 Nov 2026 | €4,400 | €3,960until 2 Nov | |
ViennaScheduled | 23 – 27 Nov 2026 | €5,700 | €5,130until 2 Nov | |
MuscatScheduled | 23 – 27 Nov 2026 | €5,300 | €4,770until 2 Nov | |
BarcelonaScheduled | 23 – 27 Nov 2026 | €5,400 | €4,860until 2 Nov | |
OnlineScheduled | 29 Nov – 3 Dec 2026 | €1,700 | €1,530until 9 Nov | |
LisbonScheduled | 30 Nov – 4 Dec 2026 | €5,400 | €4,860until 9 Nov | |
BerlinScheduled | 30 Nov – 4 Dec 2026 | €5,800 | €5,220until 9 Nov | |
ZurichScheduled | 30 Nov – 4 Dec 2026 | €5,000 | €4,500until 9 Nov | |
LondonScheduled | 7 – 11 Dec 2026 | €5,600 | €5,040until 16 Nov | |
ParisScheduled | 7 – 11 Dec 2026 | €5,700 | €5,130until 16 Nov | |
CairoScheduled | 7 – 11 Dec 2026 | €3,300 | €2,970until 16 Nov | |
CasablancaScheduled | 14 – 18 Dec 2026 | €4,300 | €3,870until 23 Nov | |
MadridScheduled | 14 – 18 Dec 2026 | €5,400 | €4,860until 23 Nov | |
RiyadhScheduled | 14 – 18 Dec 2026 | €4,200 | €3,780until 23 Nov | |
DohaScheduled | 21 – 25 Dec 2026 | €4,400 | €3,960until 30 Nov | |
MakkahScheduled | 21 – 25 Dec 2026 | €4,200 | €3,780until 30 Nov | |
RomeScheduled | 21 – 25 Dec 2026 | €5,800 | €5,220until 30 Nov | |
DubaiScheduled | 27 – 31 Dec 2026 | €4,400 | €3,960until 7 Dec | |
ManamaScheduled | 28 Dec 2026 – 1 Jan 2027 | €4,700 | €4,230until 7 Dec | |
SalalahScheduled | 28 Dec 2026 – 1 Jan 2027 | €5,300 | €4,770until 7 Dec |
Available in: Istanbul · Dubai · London · Riyadh · Doha · Amsterdam
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