Client segmentation in a South African financial services company

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dc.contributor.advisorvan Zyl, Helena
dc.contributor.authorMiya, Asiya
dc.date.accessioned2016-12-13T11:48:18Z
dc.date.available2016-12-13T11:48:18Z
dc.date.issued2015-11
dc.description.abstractPurpose: The business landscape for financial services providers around the world and in South Africa has seen many changes in terms of the economic environment, regulation and consumer needs. Amidst these changes, financial services providers seek to ensure efficient and sustainable business practices through strategies such as client segmentation. The purpose of this research is to analyse the client segmentation practices of financial advisors working under the licence of a financial service provider (FSP) in South Africa. Methodology: A qualitative approach was adopted to analyse segmentation practices of the financial advisors working under the FSP licence. Eight financial advisors were interviewed in order to gain insight to the research questions. The participants’ identities were kept anonymous to protect the identity of the financial service provider and to ensure that the participants’ responses were not restricted. Findings: The following themes were noted; participants’ experience and perception of client segmentation, the approach by most advisors lacked alignment to the value proposition. Conclusion: Effective implementation of client segmentation and a defined service standard depends on the alignment of the segmentation to the value proposition and resource capability of the advisor. Based on this, recommendations were made with respect to a change management programme to address these issues and a best practice guide was included in the appendix.en_ZA
dc.identifier.urihttp://hdl.handle.net/11660/5245
dc.language.isoenen_ZA
dc.publisherUniversity of the Free Stateen_ZA
dc.rights.holderUniversity of the Free Stateen_ZA
dc.subjectClient and customer segmentationen_ZA
dc.subjectIdeal clienten_ZA
dc.subjectValue propositionen_ZA
dc.subjectResource allocationen_ZA
dc.subjectAssets under management (AUM)en_ZA
dc.subjectRetail distribution review (RDR)en_ZA
dc.subjectDefined service standarden_ZA
dc.subjectService offeringen_ZA
dc.subjectClient experienceen_ZA
dc.subjectClient-centric or customer-centricen_ZA
dc.subjectDissertation (MBA (Business Administration))--University of the Free State, 2015en_ZA
dc.titleClient segmentation in a South African financial services companyen_ZA
dc.typeDissertationen_ZA
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