City National Bank was an interesting turning point for us. Could we walk in to a client with highly experienced, highly successful relationship managers and deliver a program that would actually help them grow their accounts? The answer was “yes” and it confirmed something that we suspected all along – the more experienced and successful you are, the more inclined you are to seek out ways to get better. CNB implemented a customized relationship-building process for their Relationship Managers in both the Commercial and Private Banks that created an increase of 195% in key accounts. At its core, RMs focused on telling a better CNB story and how to tell it to more people. Sales managers and team leads went through a customized coaching program to provide follow-up and reinforcement. The project’s success led to its implementation in other divisions of the bank, including Wealth Management, Core Banking services (i.e., the branch offices), International and Real Estate and became the blueprint for the new sales force automation tool.