1 Business opportunities – adapting to a changing market Malcolm Cowcher Sales Development Director, Legal & General

2 Introduction Managing your client Managing your bottom line Staying compliant

3 Market dynamics Baby boomer first time buyers getting older Lender retention schemes Client retention challenges Data protection Client bank protection Customers and brokers are being pulled in all directions

4 The opportunities Increasing competition among lenders Interest rates and the economy in general Saturation of the remortgage market Baby boomer generation – equity release Buy to let market

5 Lender retention policy - benefit or threat ? The domination of the remortgage market The growth in lender retention fees Regulatory concerns – TCF Ancillary sales - protection

6 How protection can add value to your business

7 Client retention/relationship Lead generation - Existing clients and referrals - Lead generation firms and estate agents Data protection Client bank protection CRM system improvements

8 Lead generation Database MI Key Ratios USP’s Client Bank Management Introducer Firms Compliance Advisers Lead Generation

9 Customer Relationship Management “To date our company has invested around £1,000 on CRM activity with fantastic results. By May 2006 our CRM program had helped generate over £10,000 per month in life commission payments and nearly £20,000 a month in procuration fees” MD of major Legal & General Business Partner firm

10 Business opportunities Embedding TCF in your business is THE opportunity: Maximising income from every sale Ongoing servicing of your client Look at mortgage retention as a client review opportunity, not just a short term sale Lead generation starts at the end of every sale

11 Summary Embedding TCF in your business is about: Building a long term business Riding the peaks and troughs of the market Taking control of customer needs – earning the right to service them Reducing the costs in your business Good habits mean good business