Customer-Centric Guide

Guide / Handbook
Date Published: 
Sep 2017

Collection of hands-on toolkits and experiments for designing effective financial services

Retention, acquisition, and expansion of product use by customers are core challenges faced by financial services providers serving low-income people. The CGAP Customer-Centric Guide explores these challenges and emphasizes strategies and actions that lead to value for the business and for the customer. It offers guidance on how organizations can move toward customer-centric business models.

This guide is a collection of hands-on toolkits and experiments that help you design and deliver effective financial services for low-income customers.