KB prezent. angl - Komerční banka

020 ➔021
Report of the Board of Directors
Serving the Clients
By the end of 2003, Komerční banka was serving 1,331 thousand clients. Therefore, the number of clients increased during the
year by 69.5 thousand, exceeding the Bank’s target by almost 20 thousand. This substantial increase can be ascribed, in particular,
to the broadening of the product portfolio and to an improvement in the quality of services as a consequence of the individual
service provided to all clients. Of the total number of clients, 1,034 thousand are individuals and 297 thousand are companies.
In 2003, the implementation of the new client segmentation was finished. The Bank currently divides customers into three
business lines:
– Individuals, Small Businesses and Entrepreneurs;
– Medium Enterprises and Municipalities;
– Corporates.
The new segmentation enables the Bank to offer products corresponding to the real needs of the individual groups of clients.
In addition, all clients have their own personal relationship manager, who is responsible for the client portfolio entrusted to
him/her. This change allows the relationship managers to develop actively and manage the Bank’s relationship with the client.
Retail clients, who are divided into five further sub-groups within the segmentation structure, were also assigned to approximately
2,000 individual portfolios of relationship managers, making the individual approach of the Bank truly accessible to every client.
Relationship managers serving the clients in the segments Medium Enterprises and Municipalities, and Corporates can draw
on the services of teams of experts for the different products and industrial sectors.