Related Resources

Practical Advice to Reach a Tipping Point in M-Banking Solutions
M-banking is maturing into a global industry, such that it is possible to determine the steps that providers have taken to reach a tipping point. This note seeks to provide pointers and ideas for achieving scale. It examines: providing value addition to cash; incentivising customers; building...
112.36 KB
Can MNOs Lead the Way for Banking the Excluded? (2 of 2)
The previous Focus Note 99 "Can MNOs Lead the Way for Banking the Excluded? (1 of 2)" discussed the differentiating capabilities of MNOs that could help them attain leadership in electronic or mobile-banking (e/m-banking). There are, however, several challenges and barriers that...
177.32 KB

E/M-Banking Booklet: Volume IV

Author: MicroSave
Published: October 14, 2011


The E/M-Banking Booklet - Volume IV is the eighth publication under the Optimising Performance and Efficiency (OPE) Series. The OPE Series brings together key insights and ideas on specific topics, with clear objective of providing microfinance practitioners with practical and actionable advice.
In response to repeated demands from practitioners, MicroSave has developed this fourth compendium of brief publications on e/m-banking. This compendium examines various aspects of costing and pricing of financial services from the perspective of users, intermediaries and banks. There has to be a fine balance to ensure that the user feels he is getting value for money using the service; agents and network managers are sufficiently remunerated for the work they do (and the capital they have to invest); and the banks find the proposition sustainable. The compendium also includes insights gained from customer and channel satisfaction surveys conducted over a long period using MicroSave’s Customer and Channel Satisfaction Measurement and Management (CSM) tool. ANMs have used the CSM results to improve their systems and services and thus significantly improved customer and agent satisfaction.

Tags: Mobile banking , Customer service , Marketing challenges , CSMs , Branding , Agent incentives , Mobile money , Agent networks , Digital Financial Services

0 Comment
1 Likes Like
2.38 MB

Leave a Comment