Rokel Bank CEO Inspires IPAM Students with Insights on Customer Relationship Management

On June 27, 2024, the Banking & Finance Department of the Institute of Public Administration & Management (IPAM) hosted Dr. Ekundayo Walton Gilpin, Managing Director and CEO of Rokel Commercial Bank, for a series of public lectures. Approximately 550 students studying Banking and Finance at IPAM attended the lectures, which focused on the critical subject of Customer Relationship Management (CRM) and its impact on the banking industry in Sierra Leone.

Dr. Gilpin’s lectures aligned with the objectives of key national documents such as The National Strategy for Financial Inclusion (NSFI 2022-2026) and Rokel Commercial Bank’s corporate social responsibility initiatives in the education sector. He provided students with practical insights into marketing, branding, and customer relationship management within the banking sector.

During his presentation, Dr. Gilpin emphasized the significance of customer data management as a crucial strategy for effective customer relations, targeting various demographics for maximum impact. He highlighted the need for robust IT software to manage and coordinate customer relationship activities within banks and financial institutions.

Dr. Gilpin also discussed how an institution’s location, visibility, service output, and staff attitudes significantly influence public perception and corporate citizenship. His lecture evolved into an interactive session, exposing students to the banking world and illustrating how inspirational and visionary leadership can drive institutional success.

Students were particularly interested in the remarkable journey of Rokel Commercial Bank and its transformation into a leading entity in the industry and sub-region.

Dr. Gilpin delved into the concepts of organizational capacity, objectives, outcomes, and expected deliverables central to effective CRM. He stressed the importance of leadership traits, organizational ambience, visibility, and innovative drive for modern-day banking success.

Before concluding, Dr. Gilpin opened the floor for questions and comments. Students eagerly asked questions and shared their concerns, which Dr. Gilpin addressed thoroughly, leaving the audience impressed and inspired by his responses.

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