Download - Banking in india
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PRESENTATIONON
CUSTOMER RELATIONSHIP MANAGEMENT
PRESENTED BY- Akash Gupta Akshit Jain
Shivam Gupta Akshay Kumar Paswan
Akanksha Srivastva Nitish pandey
TOPIC- BANKING INDRUSTRY
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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
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• 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
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• 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
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• 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
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IN BANKING INDRUSTRY WE TAKE THE ICICI BANK FOR
GIVING IT’S CRM INITATIVES
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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.
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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
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Why CRM – The Changing Environment
1. Increased Competition2. Growth of Product3. Diminishing Margins
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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
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CRM INTIATIVED BY
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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
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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
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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
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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
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