PowerPoint Presentation

Presented To:PROF.HITENDRA LACHHWANIPresented By:Divya Chaudhary 14005Bhupendra Jadeja- 14019Ekta Jain - 14020Snehlata Sah - 14032Meet Thacker - 14042Kalpesh Varchand- 14044Taushif Pathan - 14047CUSTOMER RELATIONSHIP MANAGEMENT1INTRODUCTION04-04-2015Tolani Institute of Management Studies2Housing Development Finance Corporation Limited or HDFC is an Indian financial conglomerate based in Mumbai; India.

It is a major player for housing finance in India.

It also has a presence in banking, life and general insurance, asset management, venture capital and education loans.

It was amongst the first to receive an 'in principle' approval from the Reserve (RBI) to set up a bank in the private sector, as part of RBI's liberalization of the Indian Banking Industry in 1994.KEY BUSINESS04-04-2015Tolani Institute of Management Studies3Wholesale Banking

Treasury

Retail Banking

NRI BankingORGANIZATION STRUCTURE04-04-2015Tolani Institute of Management Studies4ORGANIZATION STRUCTURE04-04-2015Tolani Institute of Management Studies5

NORTHSOUTHWESTCENTRALEASTREGIONS (4)GUJARATGUJARAT 2MAHARASTRAGOAORGANIZATION STRUCTURE04-04-2015Tolani Institute of Management Studies6CIRCLES (4)CLUSTER HEAD (4)BRANCH MANAGER (4)RELATIONSHIP MANAGERASSISTANT MANAGERINVESTMENT RELATIONSHIP MANAGERCUSTOMER RELATIONSHIP MANAGEMENT04-04-2015Tolani Institute of Management Studies7Customer relationship management(CRM) is a system formanaginga company's interactions with current and futurecustomers.

It often involves using technology to organize, automate, and synchronize sales, marketing,customerservice, and technical support. Model for managing companys interaction with current and future customers.

It involves the use of technology, market service, technical support etc.

Customer Relationship Management To maintain the cream customers.

CRM in bank

04-04-2015Tolani Institute of Management Studies113 types of customers:Classic PreferredImperia

DATA GENERATION

THE KEY PERFORMANCE INDICATOR

Revenue from cream customers.

converted into sales within one or two day.

THE KPI CRITIQUE AND REDESIGN

04-04-2015Tolani Institute of Management Studies14Lead time of conversion into sale is high.

Reduced to one day or less than one day.

REPORTTITLEKPI/STANDERD01Liability/Demat ScheduleMinimum Amount02Welcome KitOn the spot03Lead GeneratedMinimum one day04Sales to PortfolioAccording to market05Portfolio PlannerWithin one day

THE BUSINESS PROCESS:

REPORTTITLEKPI/STANDERD06Service InteractionOutsourced to third party07Trigger and Interaction Minimum one day08Customer InvestmentDifferent amounts09Customer RelationNo of Transaction10Count of InteractionOne or two11New ProductOne dayObjectiveImpactCustomer 3600 viewCreating one view of customer relationships, interactions, and product/service offering with unified workflow for all sales & service interactions. Customer intimacy: What do they buy? What do they need? How do they behave?Sales process reengineeringTurn around time is restructured.

THE HIERARCHY OF OBJECTIVES

ObjectiveImpactCustomer experience managementEnable service and action guarantee across channels. Empower customer relationship. (details)Effective cross selling capabilityUse CRM to enhance cross sell, up-sell capabilities across all customer touch points.Smartbuy: Recently the bank has started this service in collaboration with flipkart, jabong,amazon, snapdeal,etc to offer a portal for bank customer offering more discounts.

Chillar app :Mainly for youngsters for transferring money through this app. Maximum limit is Rs. 5000 per transaction.

ANALYSIS AND FEEDBACK:

HDFC website: User friendly website, account opening facility available and other bill payment facilities available.

Customers just need to visit the bank only for money depositing. Other services are available through online medium.

ANALYSIS AND FEEDBACK:

HDFC Bank relies on word of mouth in order to increase their customer base and do not promote themselves through advertising .

CRITIQUE & REDESIGN

The organization provided us with brochures, software demo, forms, mobile apps.

Learning : the bank maintains records of minute details of customer interaction through software. These details can be used for future purpose interaction with customers.

FEEDBACK