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The Customer Wallet War

The Customer Wallet War

Persaingan industri perbankan saat ini tidak lagi hanya terjadi dalam perebutan jumlah nasabah, tetapi semakin bergeser menjadi perebutan customer wallet. Nasabah memiliki semakin banyak pilihan melalui bank digital, fintech, e-wallet, marketplace, dan berbagai platform embedded finance. Kondisi ini membuat bank perlu memahami perilaku transaksi, kebutuhan finansial, customer lifetime value, serta strategi untuk meningkatkan share of wallet secara berkelanjutan. Pelatihan ini membahas customer intelligence, wallet mapping, cross-selling, up-selling, personalization, ecosystem banking, digital engagement, hingga strategi customer wallet expansion dengan tetap memperhatikan profitability dan customer experience.

 

TUJUAN PELATIHAN

1. Memahami konsep customer wallet dan share of wallet dalam industri perbankan.
2. Mengidentifikasi faktor yang menyebabkan nasabah membagi kebutuhan finansialnya ke berbagai provider.
3. Menganalisis customer profitability dan customer lifetime value.
4. Mengembangkan strategi meningkatkan share of wallet nasabah.
5. Meningkatkan efektivitas cross-selling dan up-selling.
6. Memanfaatkan customer data dan analytics untuk meningkatkan customer engagement.
7. Membangun strategi customer retention dan relationship deepening.
8. Mengembangkan strategi memenangkan persaingan customer wallet secara profitable.

 

MATERI Training The Customer Wallet War

1. The Customer Wallet War Fundamentals

• Konsep customer wallet.
• Share of wallet vs market share.
• Customer wallet economics.
• Perubahan perilaku nasabah modern.
• Banking relationship sebagai competitive battlefield.

2. Customer Wallet Mapping

• Identifikasi financial needs nasabah.
• Wallet segmentation.
• Customer financial journey.
• Product ownership mapping.
• Identifikasi wallet leakage.

3. Customer Profitability Intelligence

• Customer profitability analysis.
• Customer Lifetime Value.
• Revenue contribution.
• Cost-to-serve.
• Identifikasi high-value customer.

4. Share of Wallet Strategy

• Strategi meningkatkan wallet penetration.
• Customer relationship deepening.
• Primary banking relationship.
• Product holding expansion.
• Wallet capture strategy.

5. Cross-Selling & Up-Selling Engine

• Cross-selling strategy.
• Up-selling strategy.
• Product bundling.
• Next-best-product.
• Next-best-action.

6. Customer Data & Wallet Analytics

• Customer 360°.
• Transaction behavior analysis.
• Spending pattern.
• Behavioral segmentation.
• Predictive analytics untuk wallet opportunity.

7. Personalized Banking Experience

• Hyper-personalization.
• Contextual offers.
• Personalized communication.
• Customer journey optimization.
• Relevance-driven engagement.

8. Digital Customer Wallet Battle

• Digital banking competition.
• Fintech dan e-wallet competition.
• Embedded finance.
• Open banking ecosystem.
• Digital touchpoint optimization.

9. Ecosystem Banking & Wallet Capture

• Banking ecosystem strategy.
• Partnership strategy.
• Merchant ecosystem.
• Lifestyle banking.
• Capturing customer needs beyond traditional banking products.

10. Retention & Wallet Defense

• Customer churn intelligence.
• Early warning indicators.
• Retention strategy.
• Switching behavior.
• Customer loyalty dan relationship defense.

11. Profitable Customer Wallet Management

• Revenue vs relationship depth.
• Risk-adjusted profitability.
• Pricing strategy.
• Cost-efficient customer engagement.
• Balancing acquisition, retention, dan profitability.

12. The Customer Wallet War Strategy Blueprint

• Customer wallet opportunity identification.
• Priority customer segments.
• Wallet expansion initiatives.
• Strategic KPI dan dashboard.
• Penyusunan Customer Wallet Capture Roadmap.