Service management_final case

1. The prominent financial
management and advisory
company – serving governments,
institutions and investors
throughout the world.
Merrill Lynch places client relationships first and is
proud to conduct or business based on five
unwavering principles: Client Focus, Respect for the
Individual, Teamwork, Responsible Citizenship and
Integrity.

2. MERRILL LYNCH BEFORE SUPERNOVA
How FAs work –
Customer
acquisition is
prime goal

3. SUPERNOVA
Why FAs rarely contacted their
clients
What
manage client
relationships
Object Ultimate client
experience

4. 12-4-2 Client’s
minimum annual
contact
12 monthly contacts
w/w 4 portfolio
reviews and 2 face-to-
face meetings.
Large client
base(avg. 550 per
FA),
Not organized
Time constraints

5. Segmentation Organization Acquisition

6. Segmentation
Number
of clients
200 per FA based on
different criteria.
minimum
asset$1 million
other
clients
Transferred to other FAs
or Financial Advisory
Center

7. Organiztion
Have a multi financial plan in
place
You will be contacted by FA
at-least 12 times every year
Response within one hour and
resolution within 24 hours

8. Acquisition
Now FAs find 2 to 4 hours
everyday for client acquisition
Each year FA to acquire some new
high-quality clients