How Client Assessment is Making a Difference at CRECER
This paper is a case study of the Practitioner Learning Programme (PLP), a SEEP Network initiative, funded by the Microenterprise Development Division of the United States Agency for International Development (USAID).It describes how client assessment is making a difference at Crédito con Educación Rural (CRECER), a microfinance institution (MFI) that uses village-banking methodology in Bolivia.It then describes how the PLP has helped CRECER to:
- Remain competitive and improve institutional performance;
- Enhance social performance;
- Educate clients;
- Improve staff morale;
- Construct product adaptations.
The paper describes six distinct phases of client assessment work including:
- Information consolidation;
- Analysis;
- Reporting;
- Delegation;
- Communication;
- Implementation.
The paper also highlights that the client assessment strategy at CRECER stresses on:
- The double bottom line;
- A bottom up approach.
The paper discusses the various research tools used including:
- Biweekly credit and education meetings;
- Participatory discussions at periodic meetings;
- Exit survey;
- Focus group discussions.
Thereafter, the paper rationalizes why it is not always possible to give clients what they want. These include clients' demands for:
- Not guaranteeing each other's loans;
- Technical trainings;
- Lower interest rates.
The paper concludes with results and lessons learnt, and implications for the field.