Posted on March 05, 2018

The Business finance department at Qatar Development Bank (QDB), through its Al-Dhameen program, organized a training session titled "Best Practices and Innovation in Customer Relationship Management" held at the Four Seasons Hotel in Doha on the 11th until the 12th of February 2018 and attended by senior representatives from local banks under the Al-Dhameen program in Qatar.  

The Annual Partner Banks training session aimed at providing the participants with the right knowledge and skills to attract the entrepreneurs and maintain loyalty, improving their knowledge on best practices in relationship management, empowering them to develop innovative strategies, guiding them to achieve the highest levels of customer satisfaction by understanding their customer’s requirements and providing them with attractive offers that meets their aspiration, as well as training them to communicate effectively with clients and address any possible challenges.

More than 20 delegates attended the training session from partner banks of its Al Dhameen indirect lending programme which included: Al Ahli Bank, QNB, Bank Al Jazeera, Al Khaliji Bank, Barwa Bank, Commercial Bank of Qatar, Doha Bank, International Bank of Qatar, Mashreq bank, Qatar Islamic Bank, Qatar International Islamic Bank, First Finance and United Bank Limited.

The session was delivered by Dr. Omar Merlo who is the Assistant Professor in Marketing at Imperial College Business School in London to provide lectures and training. Dr. Merlo is best known for his work on marketing’s strategic role within organizations and on innovation in customer and services management, and has a vast consulting experience in the financial sector around the globe including banks within the State of Qatar. Previously Dr. Merlo was a Lecturer in Marketing at Cambridge University and at the University of Melbourne and held visiting professor positions in many other academic institutions.Dr. Merlo holds degrees in Economics & Commerce and in Political Science, as well as a Master in Business Strategy. He was awarded his Ph.D. in Marketing Strategy from the University of Melbourne.

Commenting on this occasion, Mr. Abdulaziz Bin Nasser Al-Khalifa, Chief executive officer of Qatar Development bank, said: “The training session is a result of QDB’s efforts to uplifting the financial service sector to new heights and levels by providing educational programmes, and training courses for employees of the financial institutions in Qatar. The training session which was hosted by the Business Finance Department (Al Dhameen Programme) at QDB was attended by senior employees and customer service managers from local partner banks, and delivered by one of the most experienced lecturer and academic in strategic marketing and customer service management who offered many lectures and practical exercises which highlighted the session’s main objectives and goals. Such programs, initiatives and courses, which we continue to provide to the financial sector in Qatar, are primarily designed in developing the human capital which is the most essential element for a successful and sustainable economy and contributes to the achievement of the Qatar National Vision 2030."

Al Dhameen programme supports the entrepreneurship ecosystem through talent development and improves their knowledge on best practices in relationship management.  QDB also provides local banks with an opportunity to communicate and interact with each other and with the advisory services and commercial finance management of Al Dhameen programme. Through the "Best Practices and Innovation in Customer Relationship Management" course, QDB has empowered attendees with the skillset and tools needed to nurture and entrepreneurship-focus in the banking sector in Qatar. At the end of the training session, a graduation ceremony was held, in the presence of the CEO of Qatar Development Bank, Mr. Abdulaziz Al-Khalifa, who awarded the participants a certificate from Cambridge Marketing Strategy.