Microfinance Practice: Re: [MFP] Four recommendations for learning from clients

I think we need to ask a number of questions I have not seen raised so far:

- why 'client-centricity'? is this just to design products which can be sold to clients? obviously commercial viability is necessary otherwise there is little point. Or also products which benefit clients - not necessarily the same thing as we all know from the financial crisis and misselling scandals. That requires a more robust methodology.

- 'which clients are we listening to?' even discussions of financial inclusion have gender dimensions which are often not raised.

- what do we mean by 'client understanding'? We are really talking about how to have application processes and product development processes which locate financial products not only within the overall livelihood strategies, but also intrahousehold dynamics and power relations.

I am currently looking for funding and partners to further develop Financial Action Learning System. This is a possible methodology to combine not only client understanding but also empowerment, and in a way which can be financially sustainable and profitable. Based on a proven empowerment methodology which is already financially sustainable in Uganda and has been used in various ways with over 80,000 women and men (mostly MFI clients) in Asia, Africa and Latin America.

For further details see the concept note on:
http://www.wemanresources.info/2_GenderActionLearning/2_3_2_FALS.html
And for further details please contact me at l.mayoux@ntlworld.com

Looking forward to further discussion,
Linda

--- In MicrofinancePractice@yahoogroups.com, NORMAND ARSENAULT <normand.arsenault@...> wrote:
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> Going from donor-centricity to client-centricity would be a real revolution!How can donors and NGOs put providers at the center of the operational model? How can donors and NGOs have provider-centricity baked into their systems, operations, and human resources? Normand Arsenault
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> From: MicrofinancePractice@yahoogroups.com
> [mailto:MicrofinancePractice@yahoogroups.com] On Behalf Of cgap@...
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> Sent: 4 avril 2013 09:14
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> To: MicrofinancePractice@yahoogroups.com
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> Subject: [MFP] Four recommendations for learning from clients
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> Client-centricity
> is the latest buzz word in financial inclusion. Beyond the rhetoric, financial
> service providers have to figure out what it takes to listen to clients
> continuously and to implement what they are learning in the form of better
> products, delivery channels, or overall customer experience. A first step for
> providers is analyzing the value of understanding clients and how they can
> incorporate what they hear in ways that yield actionable insights. Some
> providers have client-centricity baked into their systems, operations, and
> human resources. For others, it is a bigger stretch to put clients at the
> center of the operational model.
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> With this in
> mind, CGAP and MicroSave have four recommendations for listening to and
> learning from clients:
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> Take
> a holistic view of the client
> Listen
> to clients systematically and continuously
> Use
> the right methodology
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> Integrate
> client understanding throughout operations
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> For more details, visit CGAP.org: http://cgap.org/news/how-can-institutions-listen-and-learn-their-clients
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> CGAP
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> 1818 H Street, NW, Room P3-300
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> Washington, DC 20433
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> Tel: 1-202-473-9594 Fax: 1-202-522-3744
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> CGAP@...
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> http://www.cgap.org
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> http://www.microfinancegateway.org
>