Consumer Bank Vision

CSD and RB have identified a number of aggressive goals by 2010

Targets
Increase affluent base from 4%
Acquire New
Customers
to 10% (previously 20%)
Number of Increase SME customer #s
Customers Be number 1 or 2 in all key
Retain Existing customer segments
Customers
Increase Top 3 for all focus products
Revenue
Overall Targets
Products / Increase products per customer
Customer from 1.3 to 1.7 (previously 2.0)
Dynamic Business Revenue per
Unit Customer
Revenue / Increase NOII ratio from 17% to
Top 3 in focus Product 25%
products
Decrease Fixed
SME advisor of Costs
choice Decrease Costs
Sales & service Decrease Reduce NPLs from 5% to 2%
Decrease NPLs
excellence Variable Costs
Most efficient bank
Customer Increase to 90% through sales &
Satisfaction service excellence

Staff Be recognised as an exciting and

Satisfaction dynamic business unit

1
 Consumer Bank Strategies
..which require execution of a number of new strategies if the numbers are to be achieved
Targets Strategies
Increase affluent base from 4% to
Acquire New Dramatic increase in sales
10% (previously 20%)
Customers
Increase SME customer numbers productivity and conversion
Be number 1 or 2 in all key Value add to client via deep
Retain Existing customer segments financial knowledge and superior
Customers Top 3 for all focus products relationship management
Customer centricity and intimacy
Products / Increase products per customer from needs understanding /
Customer from 1.3 to 1.7 (previously 2.0) anticipation to offerings and
services for all segments
Revenue / Increase NOII ratio from 17% to Drive towards a consultative and
Product 25%
value selling approach
Sales and Service excellence
Decrease NPLs Reduce NPLs from 5% to 2%
Drive high cross sell and share of
wallet to support customer centric
Customer Increase to 90% through sales & vision
Satisfaction service excellence

Staff Be recognised as an exciting and

Satisfaction dynamic business unit