What is Garanti's retail vision?

- Become the most customer oriented bank for retail clients in Turkey
- Process better demographic and behavioral information to enable services in line with lifestyle
- Provide a high performance platform for all banking clients for efficient e-solutions, innovated retail products and contact center services
- Expand the market positioning through strategic alliances
- Increase cross and up-selling activities via efficient utilization of CRM & data mining
- Focus on faster delivery, better targeted sales activities
- Increase fee and commission income while staying focused on cost management
- More staff training to maximize competitive advantage
- Streamline and improve customer service in call center & branches

What is the Bank's retail strategy?

What?
- Increase market share and profitability
- Become the leading Turkish bank in retail banking

Where?
- Upper / Middle class retail segments and mid-market
- SMEs

How?
- Best quality service
- Service and product offerings beyond expectations
- Best financial return to customers
- Strong trade-mark
- Synergy with other group firms - Financial Supermarket
- Effective CRM
- Leveraging the power of customer information
- Convenience retailing

What are the goals in retail banking?

- Growth in volume and profitability, both for existing and new customers
- Increased satisfaction and retention of existing customers
- Increase per customer profit and fee / commission income through efficient cost and profit management
- Cross selling to "bulk" customers acquired through salary payments etc.
- In-group and sectoral strategic partnerships
- Supply of high quality financial consulting services
- Customer retention through CRM applications
- Project and product development according to customer life cycles
- Service and product offerings beyond expectations

What are the goals in Acik Banking?

- "Fast food" banking services for moderate income groups; accommodating large numbers of small volume customers quickly and functionally
- Providing standard banking services with standard pricing via alternative delivery channels
- Strengthening GarantiBank's position as the leading bank for moderate income segment
- Increasing profitability by cross selling to "bulk" customers acquired through salary payments
- Minimizing transaction and branch costs

What are the goals and methodology used in the latest
customer segmentation?

Segmentation is done by combining financial behavior and demographics and analyzing behavioral tendencies of the last 36 months

The goals are,
- Form accurate and updated customer database
- Better identify Garanti's current customers
- Increase efficiency and make accurate pricing
- Increase customers' and in turn, bank's profit
- Increase product penetration and Garanti's market share

What are the objectives in customer relationship management?

- Increasing customer satisfaction and loyalty
- Reducing costs, increasing profitability
- Increasing market share
- Maintaining competitive advantage in the market

What kind of a competitive edge does Garanti have with SMEs?

Garanti is the first bank to define Small Business as a market segment separately from other business lines and re-organize its delivery channels and Organization accordingly.

The Bank has signed agreements with
- Chambers of Commerce (Ankara, Istanbul, Izmir, Bursa, Diyarbakir, Antalya, Adana, Aydin, Tekirdag, Eskisehir, Denizli, Kahramanmaras, Gaziantep, Marmaris, Samsun)
- Credit Garanti Fund

to extend financial support to SMEs.

Garanti has access to a wide-range of complementary business services such as asset management, factoring and leasing. In the last five years, the Bank has placed strong emphasis on building relationships with SMEs and this has no doubt paid off.

What are the services provided for foreign clients?

Banking services are rendered to foreigners living in Turkey through three different channels

- Branches - Specially trained English speaking portfolio managers
- 444 0 333 Alo Garanti - English speaking Call-Center
- Internet banking in English. There are no language problems, all of the menus are in English.

Through 444 0 333 Alo Garanti, foreigners living in Turkey can;
- Access their account information and their investment details
- Open time deposit accounts
- Make money transfers
- Buy and sell foreign currency and mutual funds
- Make repo transactions
- Pay their utility bills and standing orders
- Reach their credit card details and pay their balance

Using Paracard, expatriates can draw cash from their YTL account in the currency of the country they are visiting.

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