Small Business Banking in Europe 2011

The fifth annual Efma-Finalta Small Business Banking in Europe Report is now available. The focus of this year's report is on service models for the small business segment.

The question of how customers are serviced is critical for banks. The ways in which relationship managers (RMs) handle customers - the contacts, meetings and sales - are the key levers that ensure whether or not the potential of the small business segment is fulfilled. One of the key findings from this year's report is that highly focused relationship management could be the key to success.

This joint research with Efma complements Finalta's in-depth benchmarking and best practice work. It draws from the findings from some of Finalta's small business benchmarking engagements provide additional insight.

This year's report has three key objectives:

  1. To examine key small business banking growth rates and trends;
  2. To assess current small business service models and identify where higher levels of performance are possible; and
  3. To highlight the different choices available to banks by considering what capabilities are required to succeed in two opposing service model options.

Over 70 banks from 29 countries participated in this survey. Respondents were typically Small Business Segment Heads or equivalent.

This report provides you with key industry benchmarks in the small business segment, an investigation of current capabilities and examples of market best practice.

To receive a copy, please contact research@finalta.eu

Note: The report is available only to Efma members, Finalta clients and media professionals.