Support Beyond Onboarding: Maintaining TM Relationships
Feb 18, 2025
Many banks focus heavily on the treasury management sales process, but overlook what happens after the sale. This is part 6 of our 8-part series on Why Treasury Management Excellence Matters. Without a formalized support structure, business customers can feel abandoned - and valuable treasury management services can be underused or lost altogether.
A best-in-class TM program has three phases:
- Sales: Identify and sell the right TM solutions.
- Implementation: Set up services properly with dedicated onboarding support.
- Ongoing Maintenance: Proactively manage customer relationships, troubleshoot issues, and cross sell additional services.
Without clear ownership of ongoing support, confusion sets in. Who handles service issues? Who trains new customer staff? Who identifies opportunities for adding services?
Formalizing your post-sale support process strengthens customer loyalty, reduces service disruptions, and opens doors for deeper treasury management service adoption over time. Define roles clearly between sales, operations, and support teams - and communicate those roles to your customers.
Treasury management isn’t just a sale, it’s an ongoing relationship. Managing it well protects and grows your business customer base.
Want to help your Board understand how treasury services impact client retention? See how our director training can help.
👉 Learn more about Treasury Management for Directors
TMClarity™ empowers Community Banks to attract more business core deposits and increase non-interest fee income. Our framework enables you to become world-class in the selling, implementation, and customer support of treasury management services offered to your business customers.
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