RCBank MD Enlightens IPAM Banking Students on Customer Relationship Management

The Banking & Finance Department of the Institute of Public Administration & Management (IPAM) hosted the MD & CEO of Rokel Commercial Bank, Dr. Ekundayo Walton Gilpin, for public lectures on June 27, 2024.

Approximately 550 Banking students at IPAM benefited from the critical subject matter of Customer Relationship Management and its impact on the banking industry in Sierra Leone.

By implementing the policies of key national documents like the National Strategy for Financial Inclusion (NSFI-2022 to 2026) and fulfilling the bank’s corporate social responsibility in the education sector, Dr. Gilpin’s lectures aimed to provide students studying Banking and Finance with practical knowledge of various aspects of marketing, branding, and customer relationship management.

During the lecture, the Managing Director emphasized the importance of customer data management as an effective strategy to target customers in various demographics for maximum impact. He highlighted the necessity of robust IT software to manage and coordinate customer relationship activities in banking and related financial institutions.

Additionally, Dr. Gilpin discussed how an institution’s location, visibility efforts, service output, and staff’s positive attitudes significantly impact public perception and the institution’s reputation as a corporate citizen.

The lecture evolved into a lively and interactive session, exposing Banking and Finance students at IPAM to the banking world and illustrating how inspirational and visionary leadership can make a difference. Many students were eager to learn about the remarkable journey of Rokel Commercial Bank and its rapid growth and positive public image in the industry and sub-region.

Dr. Gilpin also delved into concepts such as organizational capacity, objectives, outcomes, and expected deliverables central to Customer Relationship Management. He emphasized the importance of leadership traits, organizational ambience, and visibility with an innovative drive for modern-day banking.

Before concluding the lecture, Dr. Gilpin opened the floor for questions and comments. Several questions were asked, and general comments and concerns were satisfactorily addressed, leaving students awestruck and captivated by Dr. Gilpin’s responses.

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