PRESENTATIONON

CUSTOMER RELATIONSHIP MANAGEMENT

PRESENTED BY- Akash Gupta Akshit Jain

Shivam Gupta Akshay Kumar Paswan

Akanksha Srivastva Nitish pandey

TOPIC- BANKING INDRUSTRY

HISTORY OF BANKING SECTOR

• Developed during British era• British east India company establish three

bank• Bank of Bombay• Bank of madras• Bank of Bengal• Taken over by state of India in 1955

• The RBI was establish in 1935• Followed by Punjab national bank, bank of

India , canara bank and Indian bank• In 1969, 14 major banks were nationazed and• In 1980, 6 major private sector back were

taken over by government

• CRM is a sound business strategy to identify the bank’s most profitable customers and prospects, and devotes time and attention to expand account relationships with Banking Industry.

• The Analytical Datamart is customer centric and contains the following data:

1. Demographic (age, sex, cultural level, marital status)

2. Ownership of bank's product/services3. Product/services usage (balance, transactions, etc.)4. Global variables : profit, cost, risk, assets, liabilities5. Relationship with the bank: segment, portfolio, etc.

Banking CRM Strategy

• To examine the opinion of the customers as to CRM of the banks with respect to service quality management.

• To analysis the opinion of the customers as to CRM of the banks with respect to customer interaction management.

• To study the opinion of the customers as to CRM of the banks with respect to customer retention management.

Main Objective Of CRM In Banking Sector

IN BANKING INDRUSTRY WE TAKE THE ICICI BANK FOR

GIVING IT’S CRM INITATIVES

ICICI use three steps to build customer relationship

• Determine mutually satisfying goals between organization and customers.

• Establish and maintain customer relationship.• Produce positive feelings in the organization

and the customers.

ICICI Bank’s CRM initiative 1. Mobile ATMs2. Cardless withdrawl in ATM3. Home service for HNI customers4. Other services through ATMs- Prepaid mobile recharge- Buying and renewing internet packs- Mutual Fund transaction- Bill Payments5. Mobile phone as virtual Wallet

Why CRM – The Changing Environment

1. Increased Competition2. Growth of Product3. Diminishing Margins

CRM Strategies

Key drivers of customer loyalty:-1. Positive staff attitude2. Honesty integrity and reliability3. Consistent delivery of superiority quality

service4. After sale service5. A effective complaints resolution policy

CRM INTIATIVED BY

CRM INITATIVE BY HDFC BANKWatchBanking

• HDFC Bank WatchBanking allows you to access your bank account and do a whole lot more right from your wrist.

• Exclusively for HDFC Bank customers through an Apple Watch.

• You can now do your favorite transactions right from your Apple Watch without even taking out your phone

WatchBanking features

• View Information of all your accounts

• Recharge your Mobile & DTH Connection

• Request A/c Statement & Cheque book

• Locate HDFC Bank ATM & Branch

• Hotlist your Debit Card

• View Notifications sent by HDFC bank

• Call HDFC using Apple Watch

INNOVATIVE APPROACH FOR BANKING INDRUSTRY

If you have accounts with HDFC Bank,ICICI Bank, Yes Bank along with your IndusInd Bank Account, One View gives you a single platform to manage them all centrally.Features & Benefits• No need to individually log on to internet banking of

every account• Manage up to 5 accounts in different banks• Remember only ONE password• This service is available absolutely FREE

Blocking ATM Card was never so easy!!Giving a feature of ATM Block in ATM Machine made banking

more advance and give customer one more value added service Follow simple steps• Go to any ATM Machine of any Bank • Choose Self service Option display in ATM Machine and then

Click on ATM Block option• Provide your name, Registered mobile number, Account no.&

click on CONTINUE• Provide a unique no. given by bank on your Registered mobile

no.& click on CONTINUE• Your ATM Card will lose its accessibility within 1 hour • Bank will finally block your card once documents are verified