One of the largest banking groups in the Nordics was steadily losing market share in small business banking. We partnered with the bank to redesign its commercial operating model from acquisition to retention. Within 18 months, the business reversed declining growth and began acquiring more than 700 net new customers every month.
700+ net new customers every month
Achieved after reversing customer and market share decline.
Onboarding reduced from 30+ days to as little as 2 days
Creating a faster and more efficient customer experience.
40%+ increase in website conversion
Driving more new customer applications through digital channels.
The Nordic small business banking market had become increasingly competitive, with digital-first challengers reshaping customer expectations around speed, simplicity and pricing. At the same time, regulatory requirements and growing operational complexity made it harder for incumbent banks to respond quickly.
Our client had been steadily losing market share in the SMB segment and set an ambitious goal of returning to sustainable growth within five years. Achieving that ambition required more than incremental improvements. The commercial operating model needed to be fundamentally redesigned.
A commercial maturity assessment identified weaknesses across acquisition, onboarding, retention and the use of customer data. Advisors spent much of their time on administration and compliance activities, leaving limited capacity for proactive customer engagement.
Customer portfolios lacked clear segmentation, value propositions were inconsistent, and growth depended more on individual effort than systematic, data-driven execution. Lengthy onboarding processes further constrained growth. The challenge was to improve productivity and accelerate customer acquisition without increasing frontline headcount or compromising risk and compliance.
Working closely with the executive team and commercial leadership, we redesigned the commercial operating model for the SMB business.
The transformation covered the full customer journey, from acquisition and onboarding to retention and cross-sell. We introduced a new customer segmentation model, expanded digital marketing and paid media, and repositioned the website as a stronger commercial channel.
At the same time, onboarding was redesigned through a combination of streamlined processes and new technology. Data-driven customer activation programmes and four coordinated transformation workstreams helped ensure consistent execution across markets.
Get in touch with Brian Andersen to discuss how similar commercial transformations can help accelerate growth in your organisation.
Brian works with leadership teams to design commercial operating models, accelerate growth and improve customer acquisition across B2B and financial services organisations.
We are growing and rapidly onboarding new clients to the Kvadrant tribe. Want to help them realize the full potential of their commercial organization?
We’re a team of commercial specialists experienced within change and transformation on both individual and organisational levels.
Kvadrant Consulting is a Copenhagen-based management consultancy focused on driving growth by designing, developing, and accelerating the full commercial engine of global companies, now part of the Elixirr Group.
Palægade 8, 3. | 1261 Copenhagen | Denmark
Phone: +45 70 27 02 23
Mail: info@kvadrant.dk
