In 2009, Citi's Investor Services, a business within the company's valued Global Transaction Services Division, placed a significant focus on changing its organizational structure with the goal of improving the overall client experience across the securities product suite. To execute on this vision, two separate, yet complementary, units were formed, the Client Executive Team and the Client Sales Management Team. The Client Executive Team was tasked with monitoring and driving client satisfaction, with the ultimate goal of deepening Citi's existing client relationships and reducing attrition. The Client Sales Management team was handed the responsibility of growing Citi Investor Services' overall market share and cultivating relationships with Senior Management at existing and prospective clients.
We are now approaching the two-year anniversary of this re-organization, which is widely viewed within Citi as a success. The client satisfaction scores and sales numbers continue to rise, and the marketplace is starting to take notice. In a recent article in Scrips Issue, Richard Greensted stated, "For too long, many outside the firm struggled to explain Citi's raison d'Ãªtre in the investor services business. That was because many inside the firm didn't seem too good at explaining it, either. But Citi has sharpened up its communications skills and now has a very compelling story to tell. A growing number of people are listening. Perceptions in the marketplace can be difficult to change, but Citi continues to forge ahead improving its model and process to ensure that clients continue to get a higher quality service."