‘Art and Science of Customer Solutioning’ Differentiates Absa from Competitors (2018 Case Study)
- Claude Werder
- Learning and Development, Talent Management, Talent Acquisition, Leadership Development, Human Resources
‘Art and Science of Customer Solutioning’ Differentiates Absa from Competitors (2018 Case Study)
Absa Group Limited’s “The Art and Science of Customer Solutioning” consists of three learning journeys (sales manager, relationship executive and credit analysts). Each learning journey is made up of five classroom-based experiences that include pre-work, workplace adoption activities, assignments and reinforced by a people change plan. Creation of the course was driven by the fact that the business banking market is becoming increasingly commoditized and that skilled, competent, engaged and professional relationship staff with the right technical and behavioral competencies are essential to differentiate Absa from its competitors. Absa Group Limited won a Gold Award for Best Program for Sales Training and Performance in the 2018 Brandon Hall Group HCM Excellence Awards.
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