Entities of the Group - Groupe Crédit du Nord

2
7
banks
Crédit du Nord Group
8,600
Crédit du Nord Group
employees
780
3
branches
CRÉDIT DU NORD GROUP
Today, the Crédit du Nord Group comprises seven banks:
Courtois, Kolb, Laydernier, Nuger, Rhône-Alpes, Tarneaud, and
Crédit du Nord — one asset management company, Étoile Gestion,
and one brokerage firm, Gilbert Dupont.
The Group’s 8,600 employees dand network of 780 branches
serve almost 1,400,000 individual customers, 191,200 professional
customers and associations and 33,300 business and institutional
clients.
CONTENTS
Chairman’s message
Management Board
Key figures
4
5
6
ENTITIES OF THE GROUP
History
Credit du Nord regions
and banking subsidiaries
STRATEGY
8
10
Strategy and Positioning
Human Resources Strategy
MARKETS
16
18
Individual customers
Professional customers and Associations
Business and Institutional customers
20
22
24
4
Crédit du Nord Group
Crédit du Nord Group
Chairman’s message
Management Board
CRÉDIT
DU NORD
REGIONS
CRÉDIT
DU NORD
GROUP
1. Alain Py (1)
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4
7
10
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11
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6
9
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17
12
15
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16
Chairman and Chief
Executive Officer
C
rédit du Nord Group’s business model is applied
throughout its regions and independent subsidiaries,
all of which provide high-quality customer relations
on a human scale. They are veritable PMEs rooted in the
local economic fabric, offering their services to individual,
professional and business customers across the board.
The Group sets itself apart through its ability to constantly
evolve to meet the requirements of its customers, share
best practices and pool its resources and investment
capacities.
This is why, despite the economic and financial tensions
which plagued 2008 and violently disrupted the banking
sector in France and abroad, Crédit du Nord Group was
able to generate solid commercial performances and
maintain the trust and confidence of its customers.
We continued to expand our network in 2008 with the
opening of 23 new branches, stepped up our recruitments
by hiring more than 1,300 new employees, and forged
ahead with the investments needed to sustain our
development.
Driven by the dedication and professionalism of its
8,600 employees and the loyalty of its customers, I am
confident that our Group will be able to keep up its sales
momentum in all of its markets and sustain its full-service
local banking model which, now more than ever, is the
source of its strength.
2. Marc Batave (1)
4. Jean-Pierre Bon (1)
Executive Vice Chairman
Deputy Chief Executive
Officer and Group
Chief Financial Officer
3. Alain Clot (1)
Executive Vice Chairman
5. Pierre Boncourt (1)
Group Chief Human
Resources Officer
6. Jean Dumont (1)
7. Jérôme Fourré (1)
10. Xavier de Benoist
Group Chief
Communications Officer
8. Thierry Lucas (1)
Group Chief Information
Systems Officer
9. Gilles Renaudin
12. Bruno Deschamp
Deputy Group Chief
Client Officer
11. Jean-Baptiste
Hueber
Director Ile-de-France
Region, Business Client
13. Joël Girre
15. Jean-Pascal
Le Charpentier
Director, Nord Métropole
Region
Deputy Group Chief
Client Officer
(1)
14. Jean-Louis Klein
Director, Les Provinces
du Nord Region
Director, Picardie Region
18. Gérard Treca
Director, Normandie –
Haute Bretagne Region
Director, Ile-de-France
Region
16. Francis Molino
Head of the Legal Affairs
and Internal Control
Head of Risk
Management
17. Hervé Rogeau
Director, ProvenceAlpes-Côte d’Azur
Region
(1) Member of the Executive Board at 01/03/2009.
SUBSIDIARIES
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20
19. Dominique Chastel
Chairman of Banque
Courtois Management
Board
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20. Arnaud Guillemain
d’Echon
Chairman of Banque
Nuger Management
Board
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21. Philippe Le Bourdonnec 22. François Muller
Chairman and Chief Executive
Officer of Banque Laydernier
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23. Francois Orain
Chairman and Chief Executive
Officer of Banque
Rhône-Alpes
Chairman of Banque Kolb
Management Board
24. Jean-Loup Tarneaud
Chairman and Chief
Executive Officer
of Banque Tarneaud
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Crédit du Nord Group
Crédit du Nord Group
Key figures
Entities of the Group
7
ENTITIES OF THE GROUP
KEY
FIGURES
1.61 million customers
& Poor’s
A + Standard
long term credit rating
2008
2007
2006
Customers deposits
19,496.9
18,268.3
15,863.0
Customers loans
25,761.4
24,060.1
21,629.7
Assets under management
23,470.9
27,234.3
27,344.9
1,543.9
1,597.5
1,516.0
Gross operating income
512.4
585.6
540.1
Earnings before exceptional items and tax
382.5
515.2
474.5
Net income
252.7
340.2
304.6
Consolidated (in EUR million)
Net banking income
Clients of the Crédit du Nord Group benefit
from all the advantages of a human-scale
regional bank, backed by the expertise
of a nationwide Group.
Every client is first and foremost a customer
of one of our regional banks, which are
structured as genuine SMEs.
The various Crédit du Nord Group entities
enjoy a very large measure of autonomy in
their business management which makes for
quick decision-making and the capacity to
respond rapidly to client needs.
Today, the Crédit du Nord Group comprises
6 Crédit du Nord regions, 6 banking
subsidiaries, one asset management company
and one brokerage firm.
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Crédit du Nord Group
Crédit du Nord Group
Entities of the Group
E tities of the
En
Rappel
Group
T1
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Crédit du Nord
HISTORY
The Crédit du Nord Group has
its origins in the grouping of some
80 regional banks that have been
pooling their strengths and talents
for over 160 years.
Les Provinces
du Nord
Crédit du Nord
Nord Métropole
Crédit du Nord
Picardie
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Crédit du Nord
1760
1809
1848
Banque Courtois, France’s oldest bank, is established
in Toulouse.
Banque Tarneaud is established in Limoges.
Discounting house is set up in the Lille district.
1871
Discounting house is named Crédit du Nord.
1889
Crédit du Nord opens in Paris to coincide with the World
Exposition held in the capital.
1890
Banque Kolb is established in Mirecourt, in the Vosges.
1891
Banque Laydernier is established in Annecy.
1924
Banque Nuger is established in Clermont-Ferrand.
1927
Crédit du Nord moves its head office to 59 boulevard Haussmann
in Paris.
1951
Banque Tarneaud opens its capital to former investment bank,
Banque de l’Union Parisienne, which becomes the majority
shareholder in 1966.
1974
Merger of Crédit du Nord and Banque de l’Union Parisienne.
1977
Crédit du Nord takes a stake in Banque Nuger.
1988
Paribas becomes the sole shareholder in Crédit du Nord.
Creation of Banque Rhône-Alpes following the merger of
Banque Nicolet Lafanechère et de l’Isère (BNLI) with local
branches of Crédit du Nord in the Rhône-Alpes and Burgundy
regions.
Normandie Haute Bretagne
1991
Banque Kolb joins the Crédit du Nord Group.
1992
Banque Courtois joins the Crédit du Nord Group.
1996
Banque Laydernier joins the Crédit du Nord Group.
1997
Crédit du Nord Group joins the Société Générale Group.
2000
Dexia Group takes a 20% stake in the Crédit du Nord Group
alongside with Société Générale (80%).
2002
Banque Lenoir et Bernard (Amiens) is absorbed
by Crédit du Nord.
2004
The Group opens a new chapter in its network development
with the plan to open a hundred new branches over 3 years.
2005
Banque Kolb extends its network in the East of France following
the integration of the 11 Crédit du Nord branches in the
Champagne-Ardenne region.
2006
With 54 new branches opened in one year, including the
acquisition of 7 branches from Caixa Banque, the Group
consolidated its position in high-potential regions, particularly
in Ile-de-France.
2007
The Group continues to expand its network and to enhance
its «human capital», opening new branches and recruiting
close to 1,000 new members of staff.
2008
Crédit du Nord Group’s Call Centre received the “Palme d’Or”
award for best customer relations.
Crédit du Nord Group pursued the expansion of its network,
acquiring six branches from Fortis Banque France.
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5
Crédit du Nord
Île-de-France
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Crédit du Nord
Provence-Alpes
Côte d’Azur
1
1
2
3
4
5
6
Banque
Banque
Banque
Banque
Banque
Banque
Courtois
Kolb
Laydernier
Nuger
Rhône-Alpes
Tarneaud
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Crédit du Nord Group
Crédit du Nord Group
Entities of the Group
Entities of the Group
11
OUR SIX CRÉDIT DU NORD REGIONS
Crédit du Nord
Crédit du Nord
Crédit du Nord
Ile-de-France
Nord Métropole
Normandie Haute Bretagne
Crédit du Nord
Picardie
Crédit du Nord
Crédit du Nord
Provence-Alpes
Côte d’Azur
Les Provinces
du Nord
134 branches
66 branches
47 branches
49 branches
54 branches
88 branches
1,400 employees
622 employees
400 employees
454 employees
546 employees
776 employees
233,650 clients
185,400 clients
95,510 clients
132,300 clients
132,000 clients
263,750 clients
The Ile-de-France region includes the
Ile-de-France, and the south of Oise
and Loiret departments.
There are 120 branches, 12 business
centres, 1 branch for large institutional
customers and 1 private banking centre.
In total, more than 1,400 employees
serve 200,000 individual customers,
27,000 professional customers,
5,800 business customers and
850 institutional customers.
The region continued the ambitious
network expansion project launched
in 2005. Some forty new branches are
to be opened by the begining of 2009,
primarily in the inner and outer suburbs
of Paris.
The Nord Métropole region, the
historical birthplace of Crédit du Nord,
has 622 employees and breaks down
as follows: 57 branches dedicated to
individual and professional customers;
5 corporate business centres; 1 branch
devoted to institutional clients; 1 private
banking centre; 1 Benelux Desk for
business customers, 1 regional real
estate financing centre.
Crédit du Nord has been present in
Normandie since 1905.
With a customer base of 168,200
individuals, 12,350 professionals,
1,950 businesses, 360 institutions,
and 2,540 associations, Crédit du Nord
is a major force in the Lille area.
Its 400 employees are responsible
for 82,360 individual customers,
10,700 professional customers
and 2,450 business customers.
The region currently boasts 43 individual/
professional customers branches
and 4 business centres dedicated to
its business and institutional customers.
The network spans the 5 departments in
the Normandy region, the Sarthe,
the Mayenne and the Ille et Vilaine.
Crédit du Nord’s presence in Picardie
dates back more than 100 years
and extends from the Baie de Somme
to Thiérache through the Aisne
wine-growing region.
Within its network of 42 branches,
5 business centres, 1 regional real
estate financing centre and 1 regional
wealth management centre, the
employees in the Picardie region serve
121,100 individual customers,
9,500 professionals and 1,700 business
and institutional clients.
Crédit du Nord’s presence in ProvenceAlpes-Côte d’Azur is rooted in a 140-year
history of mergers and takeovers among
the region’s banking institutions: the
Compagnie Algérienne de Crédit et de
Banque, Crédit Marseillais, Banque de
l’Union Parisienne, brokerage firm Édouard
Delanglade and Banque Arnaud Gaidan
Thanks to its long-established roots,
Crédit du Nord Provence-Alpes-Côte d’Azur
has won over a franchise of almost
132,000 clients, including 18,400
professionals and 2,200 business
and institutional customers.
The region’s 546 employees in 54 branches,
including 2 business centres, 2 wealth
management units and a private banking
centre, contribute to the bank’s dynamism
and development.
The Provinces du Nord region began
life in the Nord-Pas-de-Calais area,
the bank’s historical birthplace.
Stretching from Dunkerque through
Arras to Maubeuge, the network
currently employs 776 people.
It is constituted by 76 branches
serving more than 240,300 individual,
18,600 professional clients and
2,540 Associations; 11 business centres
catering to more than 1,950 companies
and 360 institutional clients; and 1 private
banking centre.
Following the opening of a second
branch in Arras in 2007, two new branch
were opened in 2008, in Anzin and
Etaples.
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Crédit du Nord Group
Crédit du Nord Group
Entities of the Group
Entities of the Group
13
OUR SIX BANKING SUBSIDIARIES
Banque
Banque
Banque
Banque
Banque
Banque
Courtois
Kolb
Laydernier
Nuger
Rhône-Alpes
Tarneaud
89 branches
42 branches
44 branches
21 branches
79 branches
70 branches
700 employees
303 employees
350 employees
165 employees
622 employees
600 employees
144,530 clients
55,000 clients
76,000 clients
30,760 clients
121,500 clients
120,000 clients
Banque Courtois, France’s oldest bank,
was set up in Toulouse in 1760.
Today, it boasts a network of 89 branches
stretching from Bordeaux to Montpellier
and from Biarritz to Perpignan.
The bank’s 700 employees take part
of the region’s life. Accordingly,
they are able to respond quickly and
appropriately to the needs of more than
126,000 individual customers. In addition,
some 15,250 professionals entrust their
business development to Banque Courtois
and, with more than 2,680 business
customers, the bank also ranks as a
benchmark partner for SMEs and local
authorities across the south of France.
Moreover, regional associations and
institutions, particularly those within
the legal profession, value the specialist
expertise of Banque Courtois which
manages their assets and structures
financial packages on their behalf.
Banque Kolb is a French bank, founded
in 1890 by Xavier Kolb in Mirecourt (in the
department of Vosges). It is a subsidiary
of Crédit du Nord located in eastern France.
The bank’s customers appreciate its local
presence and awareness of local issues
as well as its strong interpersonal skills,
human scale, reactivity and professionalism.
Banque Kolb, with 303 employees in forty
or so units, has more than 46,000 individual
customers and serves some 9,000 professional,
business and institutional clients.
On March 16 1891, Léon Laydernier,
an employee of the Banque de
France d’Annecy, set up the Banque
Commerciale d’Annecy which, five years
later, became the Banque Commerciale
d’Annecy, Laydernier et Cie. In 1996,
Banque Laydernier joined the Crédit du
Nord Group following its privatisation.
Today, Banque Laydernier’s network of
41 branches and 3 business centres in the
departments of Haute-Savoie, Savoie,
Ain and Isère serves 66,700 Individual,
8,200 Professional and more than
1,100 Business customers.
Thanks to its proximity to its customers,
its in-depth understanding of the regional
economic fabric and, above all, the
tireless efforts of its 350 employees,
Banque Laydernier continued to expand
in 2008, opening a new branch in Savoie,
in La Motte-Servolex, and recruiting
38 new members of staff.
Banque Nuger has been cultivating its
differences for over 80 years.
It became a subsidiary of Crédit du Nord
Group in 1996.
Banque Nuger now has a network of
21 branches spread over 6 departments
in Central France: Puy-de-Dôme, Allier,
Haute-Loire, Cher and Nievre and, since
spring 2009, Cantal.
Banque Nuger’s 165 employees
serve more than 25,000 individual,
5,000 professional and 760 business
clients.
It is a regional bank with stable teams
and a fast decision-making process, able
to offer its customers a true local banking
relationship based on trust and efficiency.
Banque Rhône-Alpes was established in
1988 following the merger of Crédit du
Nord and Banque Nicolet Lafanechère
et de l’Isère (BNLI).
Banque Rhône-Alpes had 622 employees
and was present in 9 departments
through its 79 strong branches network,
including 5 business centres.
At the end of 2008, 100,000 individual,
18,000 professional and 3,500 business
customers called upon the services of
Banque Rhône-Alpes.
With the opening of 19 banches since
2004 and the recruitment of 50 people
per year, Banque Rhône-Alpes continued
to expand, while maintaining its
strategy of a regional bank with a close
relationship with its customers.
Created in 1809 by Jean-Baptiste Tarneaud
in Limoges, Banque Tarneaud is celebrating
its bicentennial anniversary this year.
Over the years, the bank has grown
by gradually expanding its coverage
over 15 departments in central western
France, though still remaining true
to its regional roots.
Currently headed by Jean-Loup Tarneaud,
the bank is furthering its expansion
by opening new branches each year
(4 in 2009) to form a network which
will soon reach 70 branches, with over
600 employees serving more than
100,000 individual customers,
14,000 professional customers,
3,500 business customers
and 2,500 institutional customers.
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Crédit du Nord Group
Crédit du Nord Group
The strategy of the group
Entities of the Group
15
OUR ASSET MANAGEMENT COMPANY
Etoile Gestion, Crédit du Nord Group’s asset management company, manages funds
of 15.7 billion euros, and ranks among France’s top ten asset managers.
Étoile Gestion manages assets on behalf of an extensive customer base comprised
of institutional investors, companies, management professionals and individuals
who subscribe to its funds through the Group’s banks.
THE STRATEGY OF THE GROUP
Étoile Gestion offers a comprehensive, varied range of more than 170 UCITS, providing
clients with access to all asset classes (including equities, bonds and money market
instruments). The range is designed to address investors’ differing needs in terms
of security, investment horizon and sums invested.
With just over 50 employees, Etoile Gestion is a human-scale business, which makes
for reactive and flexible asset management which is fully adapted to meet clients’
expectations.
Étoile Gestion’s products and performance are often rated among the best in their
class by international ratings agencies such as Morningstar, Lipper Leader by Reuters,
Europerformance and Eurofonds.
Etoile Gestion’s results were naturally impacted by the financial storm in 2008.
Certain assets held in dynamic money market funds became illiquid due to the crisis
that swept the financial markets. In the interest of treating all of its shareholders
equally while preserving the liquidity of these funds, Etoile Gestion chose to record
the capital losses linked to the disposal of these assets on its own books.
OUR BROKERAGE FIRM
Brokerage firm Gilbert Dupont specialises in the French mid-cap market.
Brokerage firm Gilbert Dupont offers three main types of service:
S
financial analysis and consultancy and processing of stock exchange orders
on behalf of an extensive clientele of French and foreign institutional investors,
S
assisting companies at every stage of their development on the stock market: IPOs,
fund-raising deals, share placements, share buybacks, marketing of stocks,
and liquidity services;
The strategy of the Group’s banks centres on three core aims:
the receipt and transmission of stock exchange orders for the banks in the Crédit du Nord
Group and other financial institutions (more than 3 million orders processed in 2008).
S to develop a high level of individual and collective professionalism;
S
The firm’s human scale allows it to focus on serving its local customer base quickly and
efficiently whatever the type of service required.
S to continue to rank as a benchmark bank in terms of customer relations;
S to offer our customers the most sophisticated services and technologies
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Crédit du Nord Group
Crédit du Nord Group
Strategy and positioning
Strategy and positioning
The expertise of a customer-driven bank focused
on close relations with its client base,
on professionalism and on innovation
A strategy centered on
customer satisfaction
An original model that sets us
apart from the rest
For over ten years now, the Group has carried
out exhaustive annual satisfaction surveys
among its individual, professional and business
customers.
The Group’s banks are all structured as genuine
SMEs.They all benefit from a considerable
degree of autonomy in terms of their decision
making and are all managed by staff that have
an intimate knowledge of the local economic
fabric.
In 2008, independent market research
companies conducted a further 10 surveys,
including customer satisfaction surveys, market
surveys, new customer surveys...
The results of these surveys give us a broad
picture of what our customers like about the
bank, but also of points to watch and areas to
improve.
Each bank has been committed to building
strong, individual links with its customers,
so that each becomes a partner in a trusting,
long-term relationship.
This customer-driven vision of the bank implies
a number of concrete commitments
This is why:
S
100% of individual and professional
customers have a dedicated customer
adviser;
S
100% of high net worth customer
benefit from a two-man team
comprising a wealth management
adviser and customer adviser;
S
100% of business customers are
followed up by a two-man team
including a business customer adviser
and a sales assistant;
S
100% of the banks advisers can be
contacted directly by telephone or
e-mail.
What is more, Crédit du Nord banks have opted
not to arbitrarily route customer calls through
centralised call centres, and to propose rather
than impose, that customers use the Group’s
Internet and telephone banking services.
Increasing their customer satisfaction ratings is
our branches’main annual performance target.
In addition, market surveys carried out by CSA
among customers of the main French banking
groups rank Crédit du Nord Group as the number
one bank for individual (1) and professional
customer satisfaction, for the fifth year in a row.
Furthemore, Crédit du Nord Group rank No. 2 in
the Business Customers market.
Finally, all Group banks have a cashier service in
their branches whose opening hours are tailored
to match customer visiting times.
(1) Competition surveys carried out by CSA: from
March 2 to April 4, 2009, based on a sample of 4,527
Individual customers of the market’s top 11 banks;
from March 2 to April 9, 2009, based on a sample
of 3,363 Professional customers of the market’s top
10 banks; from March 2 to April 2, 2009 based on a
sample of 2,700 Business customers of the market’s
top 10 banks.
Cutting-edge products and
technologies
Customers can carry out all of their transactions in
any of the Group’s 780 branches via a centralised,
multi-market, multi-bank and multi-channel
information system.
Crédit du Nord Group has equipped its
employees with workstations that are
consistent with its customer-driven strategy.
Accordingly, advisers can open an account,
purchase products and services, or take out
a personal loan or mortgage on behalf of
their customer in real time, with the latter
able to simultaneously follow each stage of
the transaction. At the end of the meeting,
contracts are drawn up and given to the
customer and accounts become operational
immediately.
Priority access to
high-quality partners
As part of its commitment to providing its
clients with the best products and services,
Crédit du Nord Group has developed a policy
of partnerships, linking up with companies
who are leaders in their field.
American Express
Crédit du Nord Group’s customers can sign up
for Personal, Gold and Platinum American
Express cards, giving them access to the vast
range of services and privileges of American
Express’s worldwide network.
Aviva
As the leading life insurance and pension
savings company in Europe, Aviva offers
its expertise to the Group’s customers
through Antarius, a life insurance subsidiary
jointly owned with Crédit du Nord (50/50
ownership). The Group’s banks are thus
able to provide their customers with a huge
selection of investments designed to pave the
way for their future projects under the best
possible conditions. Crédit du Nord Group also
provides its customers with auto insurance, a
multi-risk home insurance policy and a legal
protection policy in cooperation with Aviva
Group subsidiaries Eurofil and La Paix.
17
100%
of our customers have
a dedicated account
manager who can be
contacted directly
by telephone or e-mail.
Boursorama
The customers of Crédit du Nord Group’s banks
enjoy real-time access to the best economic
and financial information available (French
and international stock indexes, prices on
Bourse de Paris securities, interest rates
and exchange rates of the major currencies
against the euro, market and financial news,
etc.).
Russell
Working with Russell, No.1 in the world in
fund manager selection, the Group’s banks
developed the Étoile Multi Gestion range of
funds, which includes multi-asset, multi-style
and multi-manager funds.
Sogessur
Crédit du Nord Group teamed up with Sogessur,
Société Générale Group’s non-life insurance
company, to launch an “Everyday Accidents”
insurance policy, covering subscribers against
the lasting consequences of many types of
everyday accidents.
A sustained growth policy
The banks of Crédit du Nord Group work
continuously to enhance their customer
base and expand their network,
with 23 branches opened in 2008.
More than 140 branches have been
opened in high-potential regions
throughout mainland France over the
last four years, with a particular focus
on the Ile-de-France region.
In light of numerous recent retirements,
this development has generated
significant hiring requirements.
18
Crédit du Nord Group
Crédit du Nord Group
Markets
Human resources strategy
HUMAN RESOURCES
HISTORIQUE
STRATEGY
19
MARKETS
Join a human-scale company
at www.recrut-credit-du-nord.fr
The banks of Crédit du Nord Group practice a proactive hiring policy, in line with their development
and the demographic changes in their personnel.
Over 1,300 people were hired
in 2008
Recruitments take place at all of the Group’s banks,
primarily via permanent employment contracts
and work-study agreements. 375 work-study
participants were trained in 2008.
The Group plans to hire some additional
1,300 employees in 2009.
The positions to be filled are mostly in fields
involving direct contact with customers at the
branches (Individual, Professional or Business
Customer advisers; Asset Management Advisers;
Branch Managers) and in Remote Banking
services.
Many other positions are also available amongst
the100 professions employed by the Group, notably
in marketing, IT, finance and human resources.
Posts are open to young people who have
completed at least two years’higher education;
to banking professionals as well as to men and
women with experience in other sectors which
they can contribute to their work in the Group.
We consider that a proper
welcome is essential
Relationships are a very important part of our
Group’s culture. We place the same importance
on welcoming our new employees as we do on
welcoming our customers: a personal welcome in
a convivial, professional environment, with rapid
decision-making.
Applicants will meet a specialist in human
resources and managers who will give them
practical information on their assignments and
answer any questions.
All new employees of Crédit du Nord Group receive
a personalised orientation to help them become
acclimated to their work and their environment,
and to acquire the necessary skills for fulfilling their
duties. They are also able to take advantage of the
diversity of career opportunities encouraged by the
Group’s dynamic training policy.
Personalised training
Customer satisfaction revolves around the expertise
of our employees, which is why we allocate a large
budget to training every year.
Through long-term training courses which cover
all of the skills required for a particular job, or
through shorter advanced classes, Crédit du Nord’s
programmes enable each individual to acquire the
expertise they need for the job and to develop new
skills for new assignments.
Our vision of Human
Resources:
S
personality counts for more
than qualifications;
S
decision-making processes and
hierarchical structures are kept
to a bare minimum, giving free
rein to autonomy, responsibility
and responsiveness;
S
potential, initiative and
creativity are strongly
encouraged;
S
professional development is
possible at many different
levels and mobility is
encouraged.
1,391,500 191,200
individual customers
profesional customers
and associations
33,320
business and institutional
customers
20
Crédit du Nord Group
Crédit du Nord Group
Markets
Markets
INDIVIDUAL CUSTOMERS
21
1,391,500
individual customers
+ 2.7 %
A relationship based on listening
to and advising customers.
A dedicated customer adviser
with a direct telephone line and
e-mail address
In all Crédit du Nord Group banks, individual
customers have a designated adviser who is
responsible for their account on a day-to-day basis
as well as any issues linked to it.
S
A quest for constant innovation
The following policies were added to Crédit du Nord
Group’s range of insurance policies for individual
customers in 2008:
S
Each adviser can be contacted directly.
Customers are given their e-mail address and
direct telephone number.
Calls to branches are not rerouted to call centres.
Customers are free to use the Group’s remote
banking services (Internet, telephone) should they
so choose.
Moreover, Crédit du Nord Group stopped paying
advisers commissions on sales some ten years ago
now, allowing them to orient customers towards
those products and services that best meet their
needs with complete objectivity.
Personalised advice for tailored
asset management solutions
Customers of Crédit du Nord Group banks have
access to a wealth management adviser on hand
to help customers manage their assets and offer
advice, services and expertise tailored to their
individual situation.
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Antarius Protection, which is designed to
protect the future of the subscriber’s loved
ones in the event of his or her death or the
total and irreversible loss of independence
due to illness or accident. In the event of
death, the beneficiary(ies) receive(s) a lump
sum, net of tax (including inheritance tax).
In the event of total and irreversible loss of
independence, the lump sum is paid to the
subscriber.
The “Everyday Accidents” policy covers
the lasting consequences of accidents which
can occur in everyday life, but which are
not covered by the social security regime or
by supplemental health insurance policies.
The Everyday Accidents policy also provides
the subscriber with crucial assistance
services in the event of an accident, such as
psychological treatment, home care services
and aid in returning to work
The branch at the heart
of each relationship
Learn about all of our solutions for realising your real
estate projects
Transactions, services, advice:
everything linked to you and
your accounts is brought together
in a single location, your branch,
close to your home and managed
by the same long-term contacts.
Libertimmo: a wide range of flexible-payment mortgages
The Crédit du Nord Group’s
emphasis on close relations with
its customers is an everyday
reality.
Crédit du Nord Group offers three types of
mortgages:
S
S
S
Libertimmo 1: fixed-rate mortgages;
Libertimmo 3: capped adjustablerate mortgages, including Libertimmo
3 cap-1, a risk-free adjustable-rate
mortgage whose interest rate can only
go down or at most be equal to the
starting interest rate;
Libertimmo 4: mortgages with a
fixed interest rate period of 36 months
followed by a capped adjustable rate
period.
increase in the customers
base
23 million connections
to the individual customers
website
Libertimmo mortgages can be secured
to finance any type of real estate project
(acquisition of new or existing property,
construction, renovation, land only) for the
purpose of:
S
acquiring a principal or secondary
residence (with the exception of
multiple ownership in the case
of a secondary residence);
S
S
S
a rental investment;
mixed usage: private and professional;
a holiday residence.
All Libertimmo mortgages offer the possibility of modifying or postponing payment
deadlines, with no administration fee, in order to adjust repayments to the customer’s
individual circumstances.
2008 “Palme d’Or” Award
for Customer Relations
Crédit du Nord Group Online Banking received
the 2008 Palme d’Or Award for Customer
Relations.
Each year the competition, whose tenth
anniversary was organized by the AFRC
(French Association for Customer Relations),
recognizes the top French call centres. The
criteria are both quantitative and qualitative,
and are based on information collected from
a panel of customers.
This award highlights the skill and
professionalism of Crédit du Nord Group’s call
centre advisers and underscores the Group’s
determination to provide the same level of
service to its customers at its branches and by
telephone
22
Crédit du Nord Group
Crédit du Nord Group
Markets
Markets
PROFESIONAL CUSTOMERS
AND ASSOCIATIONS
An original electronic payment
solution for merchants
A single, dedicated contact
person
In conjunction with our partner Fintrax,
we have developed an electronic payment
solution for merchants for which a significant
proportion of customers pay for their purchases
using non-euro zone bank cards.
Professional customers and associations have
access to a dedicated customer adviser at their
branch who takes the necessary time to grasp
the specifics of their particular business so as
to better assist them building their future.
Financing, transactions, services, saving,
advice: all the requirements of professional
customers and associations – whether of a
personal or professional nature – are dealt
with at the same branch and by the same
contact person. A mark of our commitment
is to listen to our customers and provide high
quality services.
Their intimate knowledge of the local economic
fabric and the specificities of customer’s
business means that the accounts managers
at the Group banks can provide made-tomeasure solutions to their requirements.
Moreover, all the Group banks have a cashier
service in their branches, notably to facilitate
cash deposits.
Local specialists
The Group’s banks offer professional customers
and associations access to local specialists
able to provide rapid and effective solutions
in specific areas such as an electronic payment
systems and telephony, business financing
and employee savings schemes...
In addition, all professional customers of
Crédit du Nord Group have access to a wealth
management adviser on hand to listen and
advise them on managing, optimising and
transferring their assets.
This solutions offers foreign cardholders (from
outside the euro zone) the option of paying
for their purchases in their own currency at the
point of sale, while the merchant is credited
in euros.
Real estate professionals:
bespoke solutions for
co-ownership unions
and property administrators
As a partner to real estate professionals,
notably the FNAIM (French federation of estate
agents), Crédit du Nord Group has developed
an invaluable understanding of their specific
requirements and their environment.
The banks of Crédit du Nord Group boast a
comprehensive range of relevant products
and services designed to meet the banking
requirements of real estate professionals.
We have also developed innovative solutions
to optimise the management of deposits
and cut down on administrative processing
time: the automated processing of cheque
deposits and online payments of rent and
service charges.
professional customers
(among them 46.3%
customers with both private
and professional accounts)
increase in the customers
base
A specific offer for Associations
21,900 Associations with are now customers of the Crédit du Nord Group. These
include cultural, sporting and religious organisations, professional training bodies,
condominium associations and works councils, etc.
The Group’s banks have developed a series of customised products such as :
S
Livret A Associations passbook: a simple and attractive savings solution
for not-for-profit associations,
S
the Compte sur livret Associations (a cash investment with no ceiling,
which is tax-free under certain conditions),
S
Chèque Emploi Associatif (Employer Chequebook for Associations): a free
chequebook distributed by credit institutions to associations employing
a maximum of nine people. This system allows associations to easily
complete the necessary social security formalities associated with being
an employer,
S
169,300
+ 6.0 %
Private or professional banking: a single,
dedicated contact.
Whether customers are retailers, independent professionals, tradesmen, entrepreneurs or associations,
Crédit du Nord Group is the ideal partner to assist their development.
23
9 million connections
to the professional
customers website
21,900
clients Associations
Sécurité Bleue Associations (a unique insurance policy covering the loss,
theft or fraudulent use of bank cards, with the added advantage of legal and
practical advice by telephone).
Two employee savings vehicles offering tax benefits for independent professionals,
merchants, craftsmen and very small companies
If you employee at least one person, enjoy the benefits of
Employee Savings through two products:
Etoile PEI, to optimise your savings, and Etoile PERCO, to
prepare for retirement. Etoile PEI is a five-year intercompany
savings plan and Etoile PERCO is an intercompany collective
pension savings scheme whose funds are accessible upon
retirement.
For companies employing 1 to 250 people, these savings
plans allow employees with at least three months’ seniority,
as well as the CEO (or corporate officer) and his or her spouse
(where the spouse in question is an employee or partner),
to build up savings under exceptional terms with respect to
taxation and social security contributions
24
Crédit du Nord Group
Crédit du Nord Group
Markets
Markets
BUSINESS AND
INSTITUTIONAL CUSTOMERS
25
29,920
business customers
+ 4.2 %
A dedicated two-man team: customer adviser
and sales assistant serve each client.
Crédit du Nord Group banks are situated
regionally, close to their customers. Thanks
to the advice and expertise of their specialist
business teams, Crédit du Nord Group banks
make for dynamic, effective partners in the
development of their clients’ domestic and
international operations.
Personalised, day-to-day
support from a dedicated
two-man team
Each client has a two-man team comprised
of a customer advisor and a sales assistant at
their disposal.
Customer advisers oversee relations with
their clients and ensure their different needs
are taken on board and met. With a strong
background in banking, the advisers are able
to grasp the different facets of their clients’
activities and recommend viable, coherent
and effective business solutions.
Sales assistants work alongside the customer
advisers in managing the accounting and
finance services offer to businesses in order to
best meet their needs and ensure the smooth
administrative management of accounts and
processing of operations.
These two-man teams guarantee to business
customers fast and effective solutions as well
as high quality services via personalised,
lasting relationships.
Specialist support
in the management
of flows, financing
and services
Alongside this dedicated two-man team,
business and institutional clients of the Crédit
du Nord Group banks also benefit from the
support of specialists to guide them through
the complexities of asset management,
employee savings, real estate and equipment
lease financing, foreign trade, equity capital
transactions and electronic payment and
telephony solutions, etc.
Overseas support
Accompanying our business clients in their
operations overseas is just one of the Crédit
du Nord Group’s recognised areas of expertise.
This expertise draws upon a high-performance
organisation which includes the presence,
within each region, of “foreign trade”
specialists on hand to advise customers on the
optimisation and security of their commercial
transactions.
Commercial information:
Pack @rating
An answer to each individual
project
As a well-known export partner to SMEs,
Crédit du Nord Group operates directly in
many different countries and maintains
active relations with a large number of banks
around the world. All of our correspondents
are chosen according to an objective selection
process that takes account of their reliability,
quality of service and competitive rates.
Under a new partnership with Coface,
the banks of Crédit du Nord Group are
now offering their Business customers
the Pack @rating, an online commercial
information package allowing subscribers
to manage their portfolios of French and
foreign customers online.
Crédit du Nord Group is permanently on hand
to help at every stage in your company’s
development.
The Group’s banks provide their business
customers with an exhaustive offering that
is tailored to their needs and advise them in
various areas such as managing exchange rate
risk, client risk and country risk, optimising
supplier payments abroad, financing export
operations or developing their activities
overseas.
A veritable customer management toolbox,
the Pack @rating offers unlimited access to
four services:
We can not only assist with your day-today needs, but are also here to advise you
on more sophisticated issues such as the
securitisation of flows, asset management,
foreign transactions, the financing of client
receivables or the optimisation of you
payroll policy.
information: unlimited consultation
of all information available on the
companies in the portfolio,
Equity capital transactions
S
monitoring: continuous alerts of any
changes relating to these companies,
S
assessment: real-time analysis of
the breakdown of the portfolio’s risk
exposure,
Crédit du Nord Group covers the full gamut of
equity capital services to bring you tailored
advice when it comes to:
S
S
collections: online filing of applications
for collection against the companies in
the portfolio.
S
S
S
S
S
M&A operations;
investment capital;
structured finance;
wealth engineering;
market transactions
increase in the customers
base
3.4 million connections
to the business customers
website
3,400
institutional customers
Foreign trade: recognition
of the Group’s expertise
Crédit du Nord Group took the No. 1 spot
in the competition survey on International
Trade 1 carried out by CSA. The Group was
also the leader in terms of overall Business
customer satisfaction, taking first place
in several criteria, including: proximity,
responsiveness and efficiency of operational
services, assistance in the development of
international operations, ability to anticipate
customer requirements and propose solutions
tailored to international transactions, and
quality execution of international transactions.
1 - Survey based on a sample of 816 companies active in international
trade between February 18 and April 4, 2008.
ADDRESSES
CRÉDIT DU NORD
ÎLE-DE-FRANCE
BANQUE COURTOIS
BANQUE RHÔNE-ALPES
HEAD OFFICE
REGISTERED OFFICE
CORPORATE CLIENT DEPARTMENT
33, rue de Rémusat
BP 615
31001 Toulouse Cedex 6
Tel. : +33 (0)5 61 10 84 84
www.banque-courtois.fr
20-22, boulevard Édouard-Rey
38000 Grenoble
55, boulevard Haussmann
75008 Paris
Tel. : +33 (0)1 40 22 47 06
ÎLE-DE-FRANCE REGIONAL DEPARTMENT
55, boulevard Haussmann
75008 Paris
Tel. : +33 (0)1 40 22 25 44
BANQUE KOLB
235, cours Lafayette
69006 Lyon
Tel. : +33 (0)4 72 75 86 86
www.banque-rhone-alpes.fr
REGISTERED OFFICE
CRÉDIT DU NORD
NORD MÉTROPOLE
1-3, place du Général-de-Gaulle
BP 1
88501 Mirecourt Cedex
HEAD OFFICE
HEAD OFFICE
28, place Rihour
BP 569
59023 Lille Cedex
Tel. : +33 (0)3 20 40 30 40
2 Place de la République
BP 50528
54008 Nancy
Tel. : +33 (0)3 83 98 89 60
www.banque-kolb.fr
CRÉDIT DU NORD
NORMANDIE-HAUTE BRETAGNE
BANQUE LAYDERNIER
HEAD OFFICE
HEAD OFFICE
9, rue du Donjon
BP 679
76008 Rouen Cedex
Tel. : +33 (0)2 32 76 48 50
10, avenue du Rhône
74997 Annecy Cedex 9
Tel. : +33 (0)4 50 33 42 00
www.banque-laydernier.fr
CRÉDIT DU NORD
PICARDIE
BANQUE NUGER
HEAD OFFICE
7, place de Michel-de-l’Hospital
63000 Clermont-Ferrand
Tel. : +33 (0)4 73 42 73 42
www.banque-nuger.fr
29, rue des Trois-Cailloux
80011 Amiens Cedex 1
Tel. : +33 (0)3 22 22 50 00
HEAD OFFICE
HEAD OFFICE
BANQUE TARNEAUD
HEAD OFFICE
2 et 6, rue Turgot
BP 402
87011 Limoges
Tel. : +33 (0)5 55 44 58 58
www.tarneaud.fr
ÉTOILE GESTION
COMMERCIAL HEAD OFFICE
170, place Henri-Régnault
92043 Paris-la-Défense Cedex
Tel. : +33 (0)1 56 37 81 00
www.etoile-gestion.com
GILBERT DUPONT
HEAD OFFICE
50, rue d’Anjou
75008 Paris
Tel. : +33 (0)1 40 22 46 00
www.gilbertdupont.fr
CRÉDIT DU NORD
PROVENCE-ALPES CÔTE D’AZUR
HEAD OFFICE
10, place de la Joliette
BP 97614
13567 Marseille Cedex 02
Tel. : +33 (0)4 96 11 44 00
Crédit du Nord Group
HEAD OFFICE
CRÉDIT DU NORD
LES PROVINCES DU NORD
28, place Rihour
59000 Lille
HEAD OFFICE
GENERAL MANAGEMENT
58, boulevard Carnot
BP 605
62029 Arras Cedex
Tel. : +33 (0)3 21 21 78 23
59, boulevard Haussmann
75008 Paris
Tel. : +33 (0)1 40 22 40 22
www.groupe-credit-du-nord.com
Design and realisation: dollop
Illustrations, Credits: Publishing/DARRY, Jean-Marie Cras, Denis Pourcher, Sam Bellet, Getty Images.
Crédit du Nord, a french corporation with a share capital of EUR 740,263,248 - RCS Lille Siren 456 504 851 - May 2009.