Bank executive at client strategy summit

Lawrence Micallef, head of strategic planning at Bank of Valletta, attended the annual Customer and Client Strategy in Finance Business Summit in London.

The summit, organised by Euromoney, brought together sales, marketing and distribution specialists from the financial services industry.

Mr Micallef's presentation dwelt on the techniques necessary to deliver a successful customer relationship management strategy, using human, technological and infrastructural means to give a more personalised service to customers.

Mr Micallef also explained how BOV's software, built in-house, helped the bank to assist its customers in finding the best solutions to their financial needs.

The BOV's relationship management strategy adopts a three-phased approach, namely, a data warehouse, a customer contribution module and a CRM front-office system.

In November 2003, the Institute of Financial Services (UK) had named BOV's CRM strategy as being the best and most innovative among submissions from world renowned banks.