Commercial Management II Exam

What of the following aspects is NOT directly linked to Commercial Management?

• Business models

• Digital marketing

• Credit risk modelling

• Design of new products

What aspects should be review as part of a definition of a business model?

• Value proposition

• Cost structure

• Channels

• All answers are correct

What is NOT a potential recommendation in a commercial profitability improvement project carried out in a bank?

• More aggressive strategies for collecting fees

• Creation of a committee for governance of data privacy and protection

• Discrimination of prices between branches and digital channels to migrate clients to online banking

• Define objective criteria for the collection of frees from clients

Which of the following efficiency initiatives is usually undertaken by companies in the long term...?

• Tactical plan for cost reduction

• Strategic plan for cost transformation

• Launching of new products and service lines

• Definition and implementation of KPIs

What of the following is a direct benefit of a 360 customer view?

• Compliance with data privacy regulations

• Launching of products in new geographies

• Better understanding of the customers' behaviours

• Siloed customer information

A customer journey is...

• The process by which a customer interacts with a company in order to achieve a goal

• The process used by clients to complain to a bank

• The migration of customer operations to a new data platform

• Their life journey, how they pursuit meaningful and worthwhile goals while giving their best and enjoying the process

What of the following is a physical channel for interacting with customers?

• Social media

• Telephone

• Chat

• Branches / stores

What is NOT a potential recommendation on a project focused on improving the performance of the branch network of a bank?

• Launching a new mortgage product

• Digitalisation of the branches

• Dimensioning of the staff working in the branches

• Footprint assessment and optimisation

Elements such as IVR, routing, identity verification, etc. are elements of one of the following channels...

• Branch

• Telephony

• Social media

• Email

Companies are moving towards an engagement model with clients which is / has...

• Customer-centric

• Mostly high margin activities

• Predominantly physical interactions

• Product-centric