please assist with the below for customer relation management $.$

Why Capitec is top of the heap Financial Mail, June $(2023)$

Capitec named strongest brand in Africa by Brand Finance Africa Capitec Bank, named the strongest brand in Africa, attributes the accolade to creating a clear identity and consistently communicating it at every client touchpoint. Valuation agency Brand Finance, in its $$Africa Top $1502022$ brand survey, determines the relative strength of brands based on metrics evaluating marketing investment, stakeholder equity and business performance. Capitec has increased its brand value $41\%$ to $$625$m from the previous year and has the strongest brand strength index score of $92\mathrm{.}4$ out of $100,$ with a corresponding brand rating of AAA$+.$ Brand Finance notes that Capitec is forming strategic partnerships to keep up with trends in online banking and digital transformation. Most recently, the bank partnered with IT consulting firm Entersekt to leverage behavioral analytics and boost e$-$commerce transactions. The bank also works alongside US software brand nocino to provide more efficient and effective services with the help of cloud banking and digital automation. Making banking simple and transparent Francois Viviers, group executive for marketing and communications at Capitec, tells the FM: $$We exist to make banking simple and transparent so that our clients can live better. This obsession is what drives a lot of the underlying emotion and affinity linked to Capitec as a brand. When we do something well, our clients celebrate it$.$ And if we do not meet their expectations, they get furiously disappointed and tell the world about it$.$ We love how passionately engaged our clients are a brand can only build that over time.$$ There is no doubt that simplicity and technology are key pillars of success for the banks. African Bank Group is implementing what it calls a customer centric, digital$-$ and data$-$enabled business, while digital$-$only TymeBank is looking to replicate its model in overseas markets. Bank Zero allows customers to create an account and obtain a bank card through its mobile app without having to visit a branch. Leveraging technological advancements If banks are not playing innovatively in the tech space, they are losing the race for customers. According to Insider Intelligence$$s fourth annual $$Mobile Banking Competitive Edge Study$,$ mobile banking has become a must$-$have feature for financial institutions to remain competitive, particularly among digitally savvy millennials and Gen Z members. $$Technology has become so integrated into the way we do things as a society that we do not think about it as tech any more,$$ says Viviers. $$It is not about being tech first but about meeting the customer where they are at$,$ which is often in a hybrid world enabled through technology. Our people have been instrumental in implementing this and have excelled in this new hybrid digital world.$$

Question $1$

Capitec executives, mentioned that it is vitally important to understand the customer needs in the banking

sector before they can offer the service. This help them to create a strong relationship before deciding on

the type of product to offer to their customers. Today, Capitec tops Africa, as the strongest brand

$1\mathrm{.}1$ Discuss strategies that the bank mentioned in the case study could use to ensure that they not only growthe number of customers but retain the current customers and also provide examples