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Pnc Financial Services Group Sales

Empowering financial wellbeing through innovative solutions and exceptional experiences to become the most trusted partner transforming banking

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Empowering financial wellbeing through innovative solutions and exceptional experiences to become the most trusted partner transforming banking

Strengths

  • BRAND: Strong regional presence with 45% recognition in markets
  • TECHNOLOGY: Advanced digital banking platform with 62% adoption
  • TALENT: Experienced relationship managers with 12+ years avg exp
  • DIVERSIFICATION: Balanced revenue streams across retail/commercial
  • CAPITAL: Strong balance sheet with 11.2% CET1 ratio for growth

Weaknesses

  • INTEGRATION: Slower than expected BBVA acquisition synergies
  • DIGITAL: Lagging fintech competitors in mobile app functionality
  • ACQUISITION: Higher CAC than industry average at $310 per client
  • RETENTION: Commercial client churn increased 7% in last quarter
  • MARKETING: Low brand awareness in newly expanded markets (32%)

Opportunities

  • EXPANSION: Middle market segment growing at 8.3% in target regions
  • ADVISORY: Wealth management demand increasing 12% year-over-year
  • PARTNERSHIPS: Fintech collaborations to accelerate innovation
  • SEGMENTS: Underserved SMB market with 22% growth potential
  • DATA: Personalization can increase cross-sell by 28% per research

Threats

  • COMPETITION: Direct banks offering higher yields and lower fees
  • REGULATION: Increased compliance costs impacting margin by 3.2%
  • ECONOMY: Rising interest rates affecting commercial lending demand
  • TECHNOLOGY: Rapid fintech disruption in core banking services
  • TALENT: 18% turnover in high-performing sales roles industry-wide

Key Priorities

  • DIGITAL: Accelerate digital transformation to improve client exp
  • ACQUISITION: Develop targeted strategy for middle market growth
  • RETENTION: Enhance relationship management for improved loyalty
  • INNOVATION: Create fintech partnerships to drive new solutions
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Empowering financial wellbeing through innovative solutions and exceptional experiences to become the most trusted partner transforming banking

ACCELERATE ACQUISITION

Turbocharge middle market client growth with precision

  • TARGETING: Implement AI-powered prospecting system identifying 5,000 ideal client profiles by June 30
  • SPECIALISTS: Deploy 15 industry-specialized relationship teams in high-growth verticals by Q2 end
  • PIPELINE: Increase qualified middle market opportunities by 35% through vertical-specific campaigns
  • CONVERSION: Improve proposal-to-close ratio from 18% to 28% through enhanced sales enablement
MAXIMIZE LOYALTY

Build unshakable client relationships with insight

  • PREDICTION: Launch AI-powered early warning system identifying at-risk clients 90 days pre-churn
  • EXPERIENCE: Reduce client onboarding time from 23 days to 7 days through process redesign
  • ENGAGEMENT: Increase relationship manager meaningful client interactions by 40% with new model
  • ADVOCACY: Improve commercial client NPS from 28 to 42 through enhanced relationship reviews
TRANSFORM EXPERIENCE

Elevate client journey through seamless digital tools

  • PLATFORM: Launch next-gen commercial client portal with 85% of clients activated by quarter end
  • ADVISORY: Deploy AI-powered financial insights dashboard to 75% of relationship managers
  • ADOPTION: Increase digital channel usage for commercial transactions from 52% to 75%
  • EFFICIENCY: Reduce time-to-decision for commercial credit requests from 12 days to 3 days
PARTNER FOR GROWTH

Leverage strategic alliances to accelerate capabilities

  • ECOSYSTEM: Establish 3 fintech partnerships delivering enhanced capabilities by Q2 end
  • SOLUTIONS: Launch 2 co-developed products addressing specific industry pain points
  • ENABLEMENT: Train 100% of revenue team on new partnership offerings and value propositions
  • PIPELINE: Generate $50M in new qualified opportunities through partnership channels
METRICS
  • NET NEW CLIENT ACQUISITION: 1,250 middle market clients
  • CLIENT RETENTION: 92% retention rate for commercial relationships
  • REVENUE GROWTH: 12% year-over-year commercial banking revenue
VALUES
  • Client Focus
  • Integrity
  • Innovation
  • Performance Excellence
  • Diversity & Inclusion
Pnc Financial Services Group logo
Align the learnings

Pnc Financial Services Group Sales Retrospective

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Empowering financial wellbeing through innovative solutions and exceptional experiences to become the most trusted partner transforming banking

What Went Well

  • GROWTH: Commercial banking revenue increased 8.2% year-over-year
  • DIGITAL: Mobile banking engagement up 17% with 72% active users
  • EFFICIENCY: Cost-to-income ratio improved 240 basis points to 58.2%
  • CROSS-SELL: Products per household increased from 2.3 to 2.8

Not So Well

  • ACQUISITION: New client acquisition fell 4% below quarterly target
  • NPS: Customer satisfaction scores declined 6 points to 32 in retail
  • COMPETITION: Lost 3.2% market share to fintech disruptors in payments
  • ATTRITION: Relationship manager turnover increased to 18% annually

Learnings

  • INTEGRATION: Need streamlined onboarding experience for new clients
  • DIFFERENTIATION: Value proposition not clear against digital-only banks
  • ALIGNMENT: Sales incentives not fully aligned with retention goals
  • SEGMENTATION: Current approach missing high-potential middle market

Action Items

  • EXPERIENCE: Redesign client journey to reduce friction points by 50%
  • ENABLEMENT: Deploy AI-powered sales tools to all client-facing teams
  • DEVELOPMENT: Launch specialized middle market acquisition initiative
  • RETENTION: Implement proactive relationship review program for top 20%
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Empowering financial wellbeing through innovative solutions and exceptional experiences to become the most trusted partner transforming banking

Strengths

  • DATA: Rich client transaction data across 10M+ relationships
  • FOUNDATION: Enterprise AI framework established with governance
  • TALENT: Dedicated AI team with 35+ data scientists and engineers
  • INVESTMENT: Committed $500M to AI initiatives over next 3 years
  • ADOPTION: 70% of relationship managers use AI-powered insights

Weaknesses

  • LEGACY: Technical debt slowing AI implementation in core systems
  • GOVERNANCE: Complex approval process for new AI use cases (90+ days)
  • SKILLS: Training gap - only 40% of sales force AI-proficient
  • INTEGRATION: Siloed data inhibiting unified customer view
  • MEASUREMENT: Inadequate metrics to track AI ROI in sales motion

Opportunities

  • PERSONALIZATION: AI-driven insights can increase conversion by 25%
  • AUTOMATION: 35% of manual processes eligible for AI augmentation
  • PREDICTIVE: Advanced analytics can identify churn risk 90 days ahead
  • TARGETING: Precision marketing can reduce CAC by 30% with AI
  • ADVISORY: AI-powered financial wellness tools for deeper engagement

Threats

  • COMPETITION: Fintech competitors moving faster with AI adoption
  • EXPECTATIONS: Clients demanding increasingly personalized service
  • REGULATION: Evolving AI compliance frameworks adding complexity
  • PRIVACY: Data use limitations restricting AI model effectiveness
  • DISRUPTION: Big tech entering financial services with AI advantage

Key Priorities

  • IMPLEMENTATION: Deploy AI-powered client insights platform
  • ENABLEMENT: Upskill revenue teams on AI tools and capabilities
  • AUTOMATION: Prioritize sales process automation to improve efficiency
  • PREDICTION: Develop early warning retention system using AI