Wednesday, September 15 2021

DUBLIN – (COMMERCIAL THREAD) – The report “Review of Acquisition of Cash Loans in Top 10 Russian Banks 2021 – Market Analysis and Trends, Benchmarking, Over 100 Practices” has been added to offer.

As part of the study, we created and analyzed CJMs of cash loans for new clients in the top 10 most popular Russian banks. It focuses on acquiring cash loans made by non-clients.

The study was divided into 6 stages:

1) We have chosen the top 10 banks in terms of loans granted in volume. In these banks, a non-customer can apply for a loan on the website or through an app.

2) We have defined the limits of the customer journey and acquisition channels.

3) We recorded all interactions with banks, including obstacles and factors that help a customer successfully apply for a cash loan. We also measured the time it took to complete all of the steps and how long a customer had waited between those steps.

4) All customer journey maps from participating banks have been analyzed and described in detail.

5) We interviewed representatives of banks and technology providers. Next, we collected data on market trends and plans, and also learned how best practices can be technically implemented and whether there are ready-made solutions.

6) With all this data, we compiled a benchmarking model and evaluated all the competitors.

The experts took into account quantitative and qualitative metrics: speed of all processes, feasibility heuristics and ease of solving customer problems, efficiency for the company. These findings could help digitize loan applications and increase the efficiency of online sales.

The full report contains over 100 solutions, a comprehensive market analysis, a cash loan acquisition CJM at each bank, and a detailed example of the ideal CJM. In addition, it includes descriptions of sales and cross-selling best practices, technology solutions to automate the tasks of customers and banks.

The information from the study will be useful in finding new and more practical ways to increase the efficiency of attracting new customers to digital channels, improve sales conversion and retain customers.

Main topics covered:

  • About the study

  • Key research findings

  • Comparative analysis of processes by market

  • Best practices and the ideal CJM

  • Methodology of the study

  • About the agency

Companies mentioned

  • Alfa-Bank

  • Raiffeisen Bank

  • Mortgage bank

  • VTB

  • Postal bank

  • Otkritie Bank

  • Gazprombank

  • Tinkoff Bank

  • Rosselkhozbank

  • Promsvyazbank

For more information on this report, visit

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