Direction Series  New From Synergistics

Overview

According to the SBA, there are approximately 25.8 million small businesses. Financial services providers can use a variety of approaches to meet the needs of this large and lucrative market. The role of the relationship manager can be critical when it comes to serving the small business market. Beyond being a contact point in the event of a problem, relationship management has the ultimate goal of widening account and service relationships. [D64]

Strategic Questions

• How widespread is the usage of relationship managers in the small business market?
• What areas do small business relationship managers handle for small business customers?
• What staff member typically fills the role of relationship manager for small business customers?
• How acceptable is it to small businesses to be contacted for cross-selling purposes?
• How often does contact occur?
• Through which channels do relationship managers typically contact small business customers?
• What features or attributes are important to small businesses when choosing a small business banker?

List of Exhibits

1. Incidence of Relationship Managers by Sales Volume
2. Incidence of Relationship Managers by Industry
3. Areas Handled by Relationship Manager
4. Type of Relationship Manager
5. Frequency of Contact from Relationship Manager
6. Method of Contact
7. Acceptability of Cross-Selling Business Services
8. Important Small Business Banker Selection Features
9. Small Business Market
10. Number of Full-Time Employees
11. Type of Industry
12. Average Monthly Branch Visits by Industry