Conference Agenda
Track Sessions
Monday, October 19, 2009
Sunday, October 18, 2009
1:30 PM - 5:30 PM
Registration Opens
Sponsored by:
3:15 PM - 4:30 PM
Workshop
Generate More Small Business Profits by Improving Customer Experience
When a new small business account approaches your bank, does your front-line create the "Wow! I want to do business with this bank!" feeling? With so many choices out there today, they had better. What are best practices for improving new client acquisition, referrals and retention? ath Power Consulting, a leader in financial services customer experience research, has the hard data and on-the-ground know-how to help you make a great first impression and continue to generate a "wow" experience with small business customers. This workshop will feature the results of ath Power's Small Business Banking Study of 25 leading U.S. Banks. These results address sales and service processes, product and service offerings, delivery methods and customer experiences of the competitors in your Small Business Banking markets. Our workshop also features a small business specialist from a bank highlighted in ath Power's recent survey on small business relationship-building.
Workshop Leader:
Frank Aloi
President & CEO
ath Power Consulting
Janet Barnes
Vice President, Director of Customer Experience and Sales Development
Fifth Third Bank
Workshop fee is $99. Open to registered participants only.
4:30 PM - 5:30 PM
Economic Overview Keynote Address
This keynote address will present two renowned economists. Learn more.
After The Fall:" What's Next For The Economy And The Financial Market After The 'Panic of '08'?"
What are the chances for a return to "normal" after the upheavals of the past year? Will the next economic recovery be as strong as it usually is after a deep recession?
Gary Schlossberg
Vice President & Senior Economist
Wells Fargo Capital Management
Small Business Is Not "Small"
The SBA estimates that firms with fewer than 500 employees (98% of all employers, 90% have fewer than 20 employees) produce half of private GDP and employ a majority of private sector workers.
William Dunkelberg
Professor of Economics, College of Literature and Arts
Temple University
Co-Founder and Chairman of the Board
Liberty Bell Bank
5:30 PM - 6:30 PM
Opening Reception
Monday, October 19, 2009
7:30 AM - 8:25 AM
Breakfast Briefing
Courting a New Kind of Customer: Serving Small Business Online
Sponsored by:
Click here for more info.
7:45 AM - 8:30 AM
Continental Breakfast
8:30 AM - 8:45 AM
Chairman's Opening Remarks
Nick Miller
President
Clarity Advantage
8:45 AM - 9:15 AM
Keynote Address
Community Banks Role in Recovery
Community banks have a natural connection to small business and the entrepreneurial spirit that comes with people who choose the path of independence. This exists because the bankers themselves are more then employees. In many cases they have "skin in the game" and a vested interest in the success of the enterprise. We must highlight to our stakeholders, clients and communities that we are truly on this journey together, on good patches and bad ones as well. It is time to stop highlighting who did what wrong and start looking toward tomorrow. Small banks and small businesses don't have the time or capital to hear about yesterdays news. A story that will continue to effect them, but it is time to figure out ways to move our recovery forward. Community bankers are in the best situation to have meaningful impact because they have the ability to engage quickly. Review quickly, decide quickly and fund quickly, putting capital to work creating jobs and revenue for their recovery.
Matt Gambs
President and CEO
Diamond Bank
9:15 AM - 10:00 AM
Keynote Address
Cathy Nash
President and Chief Executive Officer
Citizens Republic Bancorp
10:00 AM - 10:30 AM
Morning Networking and Refreshment Break
10:30 AM - 11:15 AM
Keynote Address
View From The North: Lessons From A Leading Small Business Banking Group
Bill Dawson leads small business strategy implementation through Scotiabank's small business banking sales force and 1,000+ branches across Canada. During the past several years, Scotia has launched innovations including the high successful "Get Growing for Business" campaign and web community and has achieved dominant market position in several aspects of small business loans and deposits in Canada, in some cases approaching 50% share. The bank's attention to and understanding of how to serve and sell to small businesses, in general, and several specific types of small business sets a pace and provides a direction for US and Canadian bank growth plans. In this talk, Bill shares his perspective of growth opportunities and strategies in the US and Canada, post-recession.
Bill Dawson
Director
Scotiabank
11:15 AM - 12:00 PM
Small Business Owner Panel
Due to popular demand, we have brought back this interactive session which will highlight new provocative insights into key drivers of success for small business banking. Based in part on interviews with thousands of small business executives regarding their use of financial services, hear what is separating the winners from the challengers, and the implications for successful bank strategies and service delivery.
Panelists:
Bob Neuhaus
North American Financial Services Practice
TNS
Panelists:
John McDonnell
Chief Financial Officer
SAVO
George Burciaga
CEO
smarTECHS.net "SMARTER BUSINESS"
Recipient of the
"National Minority Small Business Person of the Year" Award
12:00 PM - 1:30 PM
Luncheon for all Participants
12:00 PM - 1:15 PM
Industry Innovation Session Lunch
Same Day Loan Approval and Funding - Why It's Essential and How to Get There
Charlie Stuard, Managing Director of Third Pillar Systems will present market research on banking customer preferences and the effect that rapid loan approval has on their banking choices. He will review how well the banking industry is positioned, from a technology and process standpoint, to offer rapid loan approval and funding. Finally, Charlie will present a high level roadmap for a small business banking operation to attain these capabilities.
Sponsored & Presented by:
Click here for more info
Presenter:
Charlie Stuard
Managing Director
Third Pillar Systems
12:00 PM - 1:15 PM
Industry Innovation Session Lunch
Small Business Innovation in the New Normal
Highlighting topics from Intuit's Future of Small Business Report, Digital Insight will discuss how today's turbulent and rapidly changing world magnifies the increasing importance of small business innovation. According to Intuit's Small Business United survey, nearly 9 out of 10 small business owners see opportunities for their business despite the stagnant economy. This session will highlight how financial institutions can help small businesses grow and will include a demonstration of Digital Insight's award-winning Small Business FinanceWorks.
Sponsored by
Click here for more info.
Presenter:
Matt Pretzer
Senior Product Manager
Digital Insight
TRACK A: Deposit and Growth
1:30 PM - 1:45 PM
Overview by Track Chairman
The small business banking franchise is as material as ever, but banks' small business franchises are under siege in this turbulent economy. Deposits are down and loan losses are up. In this economic cycle, it is key to understand the prospects for small business deposits and loans, key environmental trends that drive opportunities/threats, and major initiatives that leading banks are considering to survive and thrive.
Les Dinkin
Managing Director
Novantas, LLC
1:45 PM - 2:30 PM
Driving Profitable Business Deposit Growth by Leveraging Analytics
Most banks understand much less about their small business deposit (and loan) opportunity in their footprint and their customers than their consumer franchise. This results is a myopic focus that misses the boat around key decisions: targeting priority markets and sub-segments, refining the sales execution model, determining the right number, type and allocating field sales resources for each market, setting branch and business banker sales goals and assessing performance. Learn how leading banks are leveraging analytics to make better strategic decisions to execute more effectively and immediately deliver more powerful results.
Les Dinkin
Managing Director
Novantas, LLC
Ken Martin
Executive Vice President, Director of Business Banking Group
Citizens
2:30 PM - 3:15 PM
Rate-Based Products and Deposit Pricing
For many banks, unlike their consumer counterparts, pricing their rate-based small business deposits has traditionally relied much more on 'art' than 'science,' given the sense that business customers are less fickle than consumers and that price is a much less important buying factor. Learn how a Top 4 bank is applying deposit pricing science to bolster the performance of their small business deposit portfolio, for both acquisition and retention.
Jeffrey Schmidt
Executive Vice President, Business Banking
PNC Bank
Todd Barnhart
SVP, Small Business Deposits
PNC Bank
3:15 PM - 3:45 PM
Networking and Refreshment Break in Exhibit Hall
3:45 PM - 4:30 PM
How to Acquire New Deposit Customers
Changes in customer needs/attitudes, declining deposit margins, tighter credit standards and stringent cost controls are all increasing the new deposit customer sales challenge. To counter this, leading banks are developing and implementing more compelling sales programs. Learn how a business line leader and deposit leader work together to craft and successfully implement a more compelling and successful sales value proposition.
Robert (Bob) Kottler
Senior Vice President, Small Business, LOB Owner
Capital One Bank
Konrad Schwarz
Senior Vice President, Strategy, Analysis, Sales and Infrastructure
Capital One Bank
4:30 PM - 5:15 PM
Going for All Household Deposits: Targeting Business + Owners + Employees
While many bankers know that revenues from business owners and employees easily match or exceed revenues from the business itself, and together contribute upwards of 40-50% of retail revenues, targeting the total business household receives much lip-service, but little action. Learn from this expert panel how 3 banks are attacking this 'holy grail' opportunity and surmounting the inevitable challenges with the sales execution model, branch integration, goal setting, compensation and performance management.
Mark Luppi
EVP, Business Banking
HSBC
Jeffrey Rosen
Executive Vice President, Business Banking Segment Director
Huntington Bank
5:15 PM - 6:30 PM
Conference Concludes for the Day Followed by a Reception
TRACK B: Sales and Marketing
1:30 PM - 1:45 PM
Overview by Track Chairman
The sales track will address one of the biggest challenges facing banks after the recession: to differentiate themselves from other banks, to create passionate followings among customers who have too many choices and are suspicious. How can banks bring something unexpected and exciting to their customers? How do banks create that kind of following?
Nick Miller
President
Clarity Advantage
1:45 PM - 2:30 PM
Building and Protecting Profitability by Centralizing the Client Experience
Michael Menyhart and Fifth Third Bank are taking a new approach to safeguarding relationships in a difficult time. By bringing information together into a central measurement and management process, Mr. Menyhart has been able to break down silos across lines of business and create a reporting mechanism that optimizes the bank's overall return on investment during difficult times. The result is a highly relevant, consistent set of metrics that support coaching, performance management and business decisions at the bank.
Mike Menyhart
Senior Vice President
Fifth Third Bank
Don Raftery
Managing Director
Greenwich Associates
Ronald J. Balmer
Principal
Greenwich Associates
2:30 PM - 3:15 PM
Deposit Maximizing Segmentation for Small and Medium Businesses
Many banks have committed resources to attracting small business customers, but have not appreciated the true needs of this segment or the drivers of economic contribution. This lack of understanding has hindered banks from identifying and attracting the most profitable small business customers. Industry-based segmentation can identify profitable customers and provide bankers with the expertise to attract them.
Theo Moumtzidis
Managing Vice President, Retail Banking Practice
First Manhattan Consulting Group
Darrel Hackett
Senior Vice President, Head of Small Business Banking
Harris Bank
3:15 PM - 3:45 AM
Networking and Refreshment Break in Exhibit Hall
3:45 PM - 4:30 PM
What Works in Marketing Online to Small Businesses
2009 has been a year of dramatic change in financial services marketing. Marketing budgets have been slashed, and the marketing mix is rapidly moving online. Small businesses are focused on survival, not growth. This session will address how banks can maintain their marketing effectiveness in this environment, by focusing on the online tactics that they can use at all points on the sales cycle - from awareness and consideration to cementing long-term loyalty. Marcy Shinder, Vice President of Brand Strategy and Marketing at American Express OPEN, will share learnings on proven tactics for engaging small businesses through a wide range of online initiatives. Stu Richards, CEO of Bredin Business Information, will present original research on small business online behavior and preferences, with an emphasis on how to engage small businesses through blogs, email, forums and social media such as FaceBook, LinkedIn, MeetUp and Twitter.
Stu Richards
Chief Executive Officer
Bredin Business
Marcy Shinder
Senior Vice President
AMEX OPEN
4:30 PM - 5:15 PM
Is There a Specialist in the House? Growth Lessons from Specialty Small Business Sales Forces
Do business-specifc, expertise-based sales forces make a difference when focused on high profit segments like dentists and doctors? National City Bank and PNC say yes. In early 2005, both PNC and National City began exploring expertise-based small business sales teams. PNC focused on dentists and specialized lending. National City focused on medical practices and revenue cycle management. Both efforts produced strong results and the combined team is among the most formidable in the market today. Nick Spanakis led National City's medical practice effort from initial research to deployment. In this session, Nick will share the banks' strategies and offer observations applicable to banks seeking to expand their presence in professional services.
Nick Spanakis
Group Practice Manager, Healthcare Business Banking
PNC Bank
5:15 PM - 6:30 PM
Conference Concludes for the Day Followed by a Reception
TRACK C: Credit Lending
1:30 PM - 1:45 PM
Overview by Track Chairman
2009 has seen a lot of stress placed on our institutions, our customers, and our industry. The old methods of approving credits is being challenged due to weak portfolio performance. Some banks are still refining and improving their portfolio processes, others are thinking about retooling. Hear what new ideas are being implemented in order to build a profitable portfolio now but also hear how the even greater challenge of fixing the problems we have on the books is being addressed so we can grow in 2010.
Jim Nelson
Director, Financial Services
Risk Management Association
1:45 PM - 2:30 PM
Small Business Loan Automation: Growing the Portfolio and the Deposit Base
Bankers all want deposit growth but selling a small business loan and a relationship is much easier than obtaining a small business deposit. Learn how Citizens Business Bank is using loan automation to grow their small business loan portfolio (unsecured loans under $250,000) and with it their deposit base. It is not all about Credit Scoring, although that is part of the answer. It is all about efficient workflow, technology and untraditional approaches. These ideas are nearly 20-years old but it is amazing how few banks embrace them.
William A. Enholm
Vice President, Credit Administrator, Manager, Citizens Express
Citizens Business Bank (A subsidiary of CVB Financial Corp.)
2:30 PM - 3:15 PM
Future of Credit Scoring and Automation
The trend was for credit scoring to be the Nirvana for efficient credit approval of small dollar credits. With the recent increase of problem scored credits, many banks are rethinking this strategy. Where are we today and what will credit approval look like in the next few years? What will be the best method for approving and booking profitable loans?
Lawrence Donoghue
Business Banking Risk Manager
Harris Bank
Richard Henderson
SVP, Director of Business Lending
Citizens Bank
John A. O'Connor
Partner
Praxis Advisors LLC
3:15 PM - 3:45 PM
Afternoon Networking and Refreshment Break
3:45 PM - 4:30 PM
Early Warning Systems
The secret today is to find the loans that will become tomorrow's losses. Hear a panel of senior credit executives discuss the increased steps their institutions are undertaking to mitigate before they get moved to special assets.
Deborah Olszanski
Senior Vice President, Credit and Portfolio Manager
U.S. Bank, Small Business Loan Center
Michael J. Weltzer
Senior Vice President & Credit Executive
PNC Central Credit Group
4:30 PM - 5:15 PM
Problem Asset Management --- Effective Loss Mitigation Efforts and Techniques to Reduce Risk
As the volume of problem small business credits has been increasing, there is a heightened need to handle these more efficiently. Hear from several senior workout professionals collections' strategies for small dollar loans and approaches to managing troubled accounts.
Jeffrey L. Ayres
Senior Vice President, Credit Quality
National City, now part of PNC
5:15 PM - 6:30 PM
Conference Concludes for the Day Followed by a Reception
Tuesday, October 20, 2009
7:45 AM - 8:15 AM
Continental Breakfast in Exhibit Hall
8:15 AM - 8:30 AM
Chairman's Recap of Day 1
8:30 AM - 9:15 AM
Featured Address
Same Questions. Different View. A View From Outside... and Inside the Industry.
After ten years of experiments and successes in 'modern' small business banking, questions about "how to organize small business banking, how to create a true relationship management focus, how to utilize the branches to drive small business growth, and what is the right value proposition" are still unanswered and many banks answers are off target, putting them at risk of missing post-recession growth opportunities. Drawing on her experience developing small business strategy at Citbank, building a team of 400 small business bankers at WaMu, and collaborating with consulting firms and banks during the last 10 months, Ginger discusses her perspective of critical unanswered questions, providing specific examples of ways banks are addressing them and sharing her perspective of answers needed to grow forward.
Ginger Siegel
Director, Business & Professional Banking
Webster Bank
9:15 AM - 10:00 AM
Mobile Banking: Powering Next Generation Financial Services for Small Business
In today's challenging times, financial institutions are utilizing the mobile channel to drive growth and reach new market segments. In this session, executives from Citi and Mobile Money Ventures will explore best practices for deploying a mobile strategy geared toward small businesses. In addition to sharing insights about what makes the small business market unique and addressing pain points and opportunities, lessons learned from other m-banking deployments and key takeaways for those looking to enter the mobile space will be discussed.
Jay Bhattacharya
Senior Vice President
Mobile Money Ventures
Dion F. Lisle
Senior Vice President
Citibank Growth Ventures
10:00 AM - 10:30 AM
Morning Networking and Refreshment Break in Exhibit Hall
10:30 AM - 11:15 AM
Agreeing on the Foundation for Small Business Growth
Small Business groups have suffered through a rough 12-months with many experiencing increasing losses, lower balances and fees, and high levels of customer concern with the levels of support and service being provided. At the same time, some top bank managers are questioning the extent to which they should focus on this segment. This session highlights key issues that need to be addressed as part of refocusing on growth:
- What is the state of client loyalty and what should banks do about it?
- What steps should the Small Business group take to ensure the enthusiastic support of senior management for a growth strategy?
- Going forward, how should the product/service emphasis change?
- Which segments generate a growing and stable source of low-cost deposits?
- Which segments provide the greatest value to the overall bank?
- Which can you lend to "risk free"?
Moderator:
Charles Wendel
President
Financial Institutions Consulting
Panelists:
Om Kundu
First Vice President
SunTrust Bank
Ginger Siegel
Director, Business & Professional Banking
Webster Bank
Tom Doherty
Senior Vice President, Small Business Banking
First Chicago Bank and Trust
Darren J. King
Executive Vice President, Business Banking
M&T Bank Corporation
11:15 AM - 12:00 PM
J.D. Power Small Business Banking Customer Satisfaction Study Overview - BROUGHT BACK BY POPULAR DEMAND!
This session will center on the results of the J.D. Power Small Business Banking Satisfaction Study to be released during the Small Business Banking Conference. The study profiles financial institutions collectively representing over half of the small business banking market. The study examines factors that matter the most to small business banking customers. Conference attendees will:
- Discover the factors that drive small business banking satisfaction
- Learn what banks believe are the most important issues based on a pre-conference survey of small business bank executives
- Compare the findings of the pre-conference survey against what customers actually report as most important and how the industry performed against customer requirements
- Understand the importance of customer commitment and its impact on loyalty, advocacy and increased product usage
- Take away five actions they can employ to improve their customer satisfaction performance
Mike Beird
Banking Practice Leader
J.D. Power and Associates