Customer acquisition and retention in European wealth management 2008

Customer acquisition and retention in European wealth management 2008

Introduction

Facing the prospect of an economic downturn in 2008, wealth managers in Europe are challenged to reassure existing clients about their ability to continue meeting their investment needs, even as intense competition for new customers and share of wallet is sustained. This report captures wealth managers’ views on the most effective strategies for attracting and keeping clients.

Scope

Reports on the views of 140 wealth managers in Belgium, Finland, France, Germany, Italy, Norway, the Netherlands Spain, Sweden and Switzerlan; Identifies the most effective customer acquisition and retention strategies in the European wealth market; Highlights important differences in approach across countries and regions.

Highlights

‘Brand, image and reputation’ scores a close second to quality of service as an important criterion of selection among clients. Recent turmoil in the global credit markets and the current climate of economic stability have the potential to heighten the importance of these factors. Added to the challenges of clients’ use of multiple providers and growing tendency to change their wealth manager is the fact that just below half of participating European providers manages less than 10% of their clients’ portfolios. Wealth managers had the least confidence in techniques such as: encouraging cross-selling by relationship managers, preferential pricing and incentivizing relationship managers to sell additional products. Only Spanish wealth managers attest to the success of preferential pricing as a strategy for increasing share of wallet in their market.

Reasons to Purchase

Understand your competitors' approaches to customer acquisition and retention; Identify the important drivers of attraction and retention among your clients; Make cross-country comparisons and plan your strategies for different jurisdictions.

Overview 1
Catalyst 1
Summary 1
Executive Summary 3
Central Eastern Europe - Regional Overview 3
Czech Republic 3
Hungary 3
Poland 4
Bulgaria 4
Russia 4
Table of Contents 5
Table of figures 6
Central Eastern Europe - Regional Overview 7
1. Market Overview 7
1.1 General 7
1.2 Drivers and trends 7
1.3 Market size and growth 7
1.4 Segmentation analysis 10
2. Competitor benchmarking 13
2.1 Overall market shares 13
2.2 Company developments 16
National postal operators 16
Integrators 16
Other Parcel Operators 16
3. Opportunities and Challenges 16
3.1 Opportunities 16
3.2 Challenges/ pitfalls 17
Czech Republic 19
1. Country Overview 19
1.1 General 19
1.2 International trade 20
Export Market 20
Import Market 21
1.3 Industry Verticals 21
Automotive Industry 21
Retail Industry 22
1.4 Transport and Logistics 23
2. Market Overview 24
2.1 General 24
2.2 Drivers and trends 24
2.3 Market size and growth rate 25
2.4 Segmentation analysis 25
3. Competitor benchmarking 28
3.1 Overall market shares 28
3.2 Company developments 30
National postal operator - Ceská pošta 30
Integrators 30
Other express/parcels operators 32
4. Opportunities and Challenges 33
4.1 Opportunities 33
4.2 Challenges/ pitfalls 34
Hungary 35
1. Country Overview 35
1.1 General 35
1.2 International Trade 35
Export Market 35
Import Market 37
1.3 Industrial Verticals 37
Automotive industry 37
Retail industry 38
1.4 Transport and logistics 39
2. Market Overview 39
2.1 General 39
2.2 Drivers and trends 40
2.3 Market size and growth rate 40
2.4 Segmentation analysis 41
3. Competitor benchmarking 44
3.1 Overall market shares 44
3.2 Company developments 45
National Postal operator - Magyar Posta Zrt 45
Integrators 47
Local express/parcels operators 48
4. Opportunities and Challenges 49
4.1 Opportunities 49
4.2 Challenges/ pitfalls 49
Poland 51
1. Country Overview 51
1.1 General 51
1.2 International trade 51
Export Market 52
Import Market 53
1.3 Industry Verticals 54
Automotive Industry 54
Retail Industry 54
Other verticals 55
1.4 Transport & Logistics 55
2. Market Overview 56
2.1 General 56
2.2 Drivers and trends 56
2.3 Market size and growth rate 57
2.4 Segmentation analysis 57
3. Competitor benchmarking 60
3.1 Overall market shares 60
3.2 Company developments 61
National postal operator - Poczta Polska 61
Integrators 62
Local express/parcels operators 63
Other operators 64
4. Opportunities and Challenges 64
4.1 Opportunities 64
4.2 Challenges/ pitfalls 64
Bulgaria 66
1. Country Overview 66
1.1 General 66
1.2 International Trade 66
Export Market 66
Import Market 67
1.3 Industry Verticals 68
Medical & Pharmaceutical 68
Retail Industry 69
Food and Beverage 69
1.4 Transport & Logistics 69
2. Market Overview 70
2.1 General 70
2.2 Drivers and trend 70
2.3 Market size and growth rate 71
2.4 Segmentation analysis 72
3. Competitor benchmarking 74
3.1 Overall market shares 74
3.2 Company developments 76
National postal operator - Bulgarian Post (Bulpost) 76
Integrators 76
Local express/parcels operators 77
Other express/parcels operators 78
4. Opportunities and Challenges 78
4.1 Opportunities 78
4.2 Challenges/ pitfalls 78
Russia 80
1. Country Overview 80
1.1 General 80
1.2 International Trade 80
Export Market 80
Import market 82
1.3 Industry Verticals 82
Automotive Industry 82
Retail Industry 83
Oil and Gas 83
1.4 Transport and Logistics 83
2. Market Overview 85
2.1 General 85
2.2 Drivers and trends 85
2.3 Market size and growth rate 85
2.4 Segmentation analysis 86
3. Competitor benchmarking 89
3.1 Overall market shares 89
3.2 Company developments 90
National postal operator - Russia Post 90
Integrators 91
Local express/parcels operators 91
4. Opportunities and Challenges 92
4.1 Opportunities 92
4.2 Challenges/ pitfalls 92
APPENDIX 94
Definitions 94
Market definition 94
Segmentation 94
Methodology 94
Further reading 94
Ask the analyst 95
Datamonitor consulting 95
Disclaimer 95
List of Tables
Table 1: Comparison Western Europe vs. Central and Eastern Europe 8
Table 2: An example table 11
List of Figures
Figure 1: CEE Region Express and Parcels Market Value (EUR) 8
Figure 2: CEE-5 - market size and forecast 9
Figure 3: B2B vs. B2C 10
Figure 4: Parcel vs. Express 12
Figure 5: Domestic vs International 13
Figure 6: CEE 5 Market Shares 14
Figure 7: CEE-5 Market shares by Country and Total 15
Figure 8: The Czech Republic: Exports by Destination (%), 2006 20
Figure 9: The Czech Republic: Imports by Country of Origin, 2006 21
Figure 10: Czech Republic - market size and forecast 25
Figure 11: Czech Republic - B2B vs. B2C 26
Figure 12: Czech Republic - Parcel vs. Express 27
Figure 13: Czech Republic - Domestic vs. International 28
Figure 14: Czech Republic - Competitor market shares 29
Figure 15: Hungary: Exports by Destination (%), 2006 36
Figure 16: Hungary: Imports by Country of Origin (%), 2006 37
Figure 17: Hungary - market size and forecast 41
Figure 18: Hungary - B2B vs. B2C 42
Figure 19: Hungary - Parcel vs. Express 43
Figure 20: Hungary - Domestic vs International 44
Figure 21: Hungary - Competitor market shares 45
Figure 22: Poland: Major Export Destinations, 2006 52
Figure 23: Poland: Major Import Sources, 2006 53
Figure 24: Poland - market size and forecast 57
Figure 25: Poland - B2B vs. B2C 58
Figure 26: Poland - Parcel vs. Express 59
Figure 27: Poland - Domestic vs. International 60
Figure 28: Poland - Competitor market shares 61
Figure 29: Bulgaria: Exports by Destination (%), 2006 67
Figure 30: Bulgaria: Imports by Country of Origin (%), 2006 68
Figure 31: Bulgaria - market size and forecast 71
Figure 32: Bulgaria - B2B vs. B2C 72
Figure 33: Bulgaria - Parcel vs. Express 73
Figure 34: Bulgaria - Domestic vs. International 74
Figure 35: Bulgaria - Competitor market shares 75
Figure 36: Russia: Exports by Destination (%), 2006 81
Figure 37: Russia: Imports by Country of Origin (%), 2006 82
Figure 38: Russia - market size and forecast 86
Figure 39: Russia - B2B vs. B2C 87
Figure 40: Russia - Parcel vs. Express 88
Figure 41: Russia - Domestic vs. International 89
Figure 42: Russia - Competitor market shares 90