Customer Retention in Wealth Management 2009

리서치사	Datamonitor
발행일	2009년 08월	상품코드	99556
페이지 정보	40 pages
가격	US $ 4,495 ￦ 5,355,700 PDF by E-mail (Single User License) US $ 11,238 ￦ 13,390,000 PDF by E-mail (Global Site License)

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Abstract

Introduction

Customer retention needs to be more than a concern of a wealth manager, it needs to be a business strategy. A successful customer retention needs to be about delivering to HNWs a service that is beyond what they expect and crosses into the territory of exceeding their expectations so that they become loyal advocates for a wealth management brand.

Scope of this research

Compares HNW customer retention drivers across countries within Europe and countries within APAC.
Identifies the key strategies for keeping clients through this downturn.
Presents innovative customer retention strategies from wealth managers globally.

Research and analysis highlights

Customer retention is a key strategic issue in the wealth management business today. There is no time like the present for wealth managers to seize the opportunity in the crisis and to develop sound strategy for moving their business forward.

Key reasons to purchase this research

Compares HNW customer retention drivers across countries within Europe and countries within APAC.
Identifies the key strategies for keeping clients through this downturn.
Presents innovative customer retention strategies from wealth managers globally.

DATAMONITOR VIEW

CATALYST
SUMMARY

ANALYSIS

Customer retention is a key strategic issue in the wealth management business today
- Customer retention needs to be a defined business strategy
- There are differing risks associated with HNWs leaving their wealth manager to manage their own money or to find another wealth manager
Wealth managers need to understand the determinants of HNWs' choice of provider
- Features of the wealth management firm outside of service most influence HNWs' choice of provider in both Europe and APAC
- Wealth management service implication: Wealth managers can proactively enhance their level of personal service to help the image of the firm
- Although the reputation of a firm dominates investors' concerns, service aspects of the wealth management business are also important to HNW clients
In both Europe and APAC, wealth managers should be careful to give correct analysis and insight to retain their HNW clients
- In the downturn, wealth managers know that they need to not make errors to retain their HNW clients
- In both Europe and APAC, several points of client contact within the bank is also important to retain customers, as is resolving issues efficiently
- HNW clients are concerned about their portfolio performance
Wealth managers need to maintain frequent contact with their clients as they steer them towards new investment opportunities
- Telephone contact is maintained more frequently in APAC than in Europe
- Face to face contact is also maintained more frequently in APAC than in Europe
- Wealth managers need to be innovative in their contact with clients to build a strong working relationship
To effectively retain clients, wealth managers need to really get to know their clients
- There are regulatory requirements that necessitate wealth managers getting to know their clients
- Getting to know clients goes beyond capture of data to support regulatory requirements
- Innovative examples from around the globe where wealth managers create special events to get to know their clients better

APPENDIX

Methodology
- Wealth Management Market Leaders Survey 2009
Bibliography
Further reading
Ask the analyst
Datamonitor consulting
Disclaimer

TABLES

Table: Please rate your high net worth clients' characteristics
Table: What will determine HNWs' choice of wealth management service over the next 2 years?
Table: What is the best way to retain HNW clients today?
Table: When you speak with your HNW clients, what do they most want to discuss?
Table: How frequently on average do you have telephone contact with your HNW clients?
Table: How frequently on average do you have face to face contact with your HNW clients?

FIGURES

Figure: HNWs in APAC are more likely to leave their wealth manager to manage their own money
Figure: In Europe, German HNWs are most likely to leave to find another wealth manager and least likely to leave to manage their money on their own
Figure: In APAC, Hong Kong HNWs are most likely to leave their wealth manager to manage their money on their own and least likely to leave to find another wealth manager
Figure: Features of the wealth management firm external to service most influence HNWs' choice of provider in both Europe and APAC
Figure: In Europe, the financial stability of the company is the most important determinant of HNWs' choice of wealth manager
Figure: In Asia Pacific, the brand, image and reputation of the firm is the most important determinant of HNWs' choice of wealth manager
Figure: In both Europe and APAC, wealth managers should be careful to give correct analysis and insight to best retain HNW clients
Figure: Wealth managers in Europe need to ensure that they do not make errors in order to retain HNW clients
Figure: Wealth managers in APAC need to ensure that they resolve client problems as efficiently as possible
Figure: HNWs in Europe and Asia wish to talk with their wealth managers about portfolio performance
Figure: European HNWs are concerned about the performance of their portfolios and anxious about the future
Figure: HNW investors in APAC are concerned with the performance of their portfolios but are also looking for investment opportunities in the current market
Figure: Wealth managers in APAC are more likely to have weekly telephone contact with their HNW clients than their European counterparts
Figure: Wealth managers in Germany, Italy and France lead the way in Europe for weekly telephone contact with their HNW clients
Figure: Wealth managers in India, Hong Kong and Australia are more likely to have weekly telephone contact with their HNW clients than wealth managers in other APAC countries
Figure: Wealth managers in APAC are more likely to meet with their HNW clients on a monthly basis than is the case for their European counterparts
Figure: Quarterly meetings between wealth managers and HNW clients are most likely in Europe
Figure: APAC is divided between monthly and quarterly meetings between wealth managers and HNW clients