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Bibliothèque Embedding Social Performance Management in Financial Service Delivery

Embedding Social Performance Management in Financial Service Delivery

Embedding Social Performance Management in Financial Service Delivery

Resource information

Date of publication
Septembre 2014
Resource Language
ISBN / Resource ID
oai:openknowledge.worldbank.org:10986/20261

After decades of growth and
experimentation, financial service providers (FSPs) have
learned that to achieve financial inclusion and generate
benefits for lower-income clients, one must be
customer-centric. The products should be designed to help
the poor improve lives, and service delivery must be
responsible, transparent, fair, and safe. Decision-making at
each level of the business should place customers at the
center, to ensure solutions add value to people's
lives. Some FSPs are customer-centric: their systems,
processes, and employees help build loyalty, trust, and
long-term relationships with customers. Others find it
challenging, especially when serving low-income customer segments.

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Authors and Publishers

Author(s), editor(s), contributor(s)

Koning, Antonique
Wardle, Leah

Publisher(s)
Data Provider