Search and upload all types of comparative study of customers satisfaction towards hdfc bank and state bank of india projects for mbas on. The main scope of work of a bank relationship manager lies in handling clients and offering them help and advice on various banking related queries. Deepening the size of the relationship retention of the customers by providing the best possible services and being the dedicated point of contact for these customers so that hdfc bank is the primary banker for these preferred relationships maximum share of wallet of these customers is with hdfc bank key result responsibility areas. The objective of the hdfc bank is to provide its target market customers a full range of financial products and banking services, giving the customer a one step window for all hisher requirements. Besides, for better management of customer s needs and consultative selling of products, commercial banks should have customer relationship management department.
If you are a skilled customer relationship management crm executive and looking for a job suitable job then prepare well for the job interview questions with our interview questions and answers page on wisdom jobs. Hdfc bank comprises of a dynamic and enthusiastic team determined to accomplish the vision of becoming a worldclass indian bank. The rm is also responsible for acquiring new to bank imperia relationships. Meenakshi sharma assistant professor, the iis university.
The purpose of this paper is to identify the factors affecting customer satisfaction in banks and analyze their effects on the level of customer satisfaction. To analyze the effectiveness and efficiency of crm services provided by the hdfc bank, to examine the effects of crm on business performance and operational effectiveness and to evaluate the improvements in customer service due to it, to assess the awareness of. The objective is to build sound customer franchises across distinct businesses so as to be a preferred provider of banking services for target retail and wholesale customer segments, and to achieve a healthy growth in profitability, consistent with the banks risk appetite. Hdfc customer relationship management banks scribd. In sbi bank 10 customer income lie 150000300000 and in hdfc bank 9 customer income between 50000150000 and 300000500000. Crm in banking sector with special reference to new age. Achieving the one bank vision with unified banking crm platform. Crm manages the relationships between a firm and its. Customer relationship management in banking sectorwhat more needed. Relationship manager with customer relationship management. They are as follows call centre automation, data warehousing, email management. Data mining is the principle of sorting through large amounts of data and picking out relevant information.
Pdf customer relationship management in banking industry. Crm is the abbreviated form of customer relationship management and can be defined as a process or method used to know the customers needs and buying behaviors. Customer relationship management has become inevitable for growth and profitability of banks in present scenario marked by rising competition, technological advancement and empowered customers. Guided by an experienced board and visionary managing director, the team steers the bank to new heights. Customer relationship management in indian banks request pdf. The report title is customer satisfaction regarding hdfc bank. Hdfc bank commenced operations as a scheduled commercial bank in january 1995. Hdfc bank understands the need for a well defined customer acceptance, customer care and customer severance policy to ensure prompt and inclusive services to all customers within the prescribed. To view the names and contact details of our senior management team. So that imperia customer will have a one point contact for all his financial needs and.
Strategies in private sector banks with special reference to hdfc. Customer relationship management solutions provide customer oriented services for planning, developing, maintaining and expanding customer relationship. A summer training report on customer relationship management at axis bank. Hdfc bank uses crm technology when interacting with the customers. Customer relationship management crm programmes in banks. The average salary for a relationship manager with customer relationship management crm skills at hdfc bank pvt ltd in india is. Customer relationship management crm in the banking. A read is counted each time someone views a publication summary such as the title, abstract, and list of authors, clicks on a figure, or views or downloads the fulltext. Customer acceptance, customer care and customer severance policy 1 introduction. The aim of this dissertation was to examine the importance of crm for hdfc bank. Management is purely merit based with no signs of favouritism. And awareness of customers about different types of products and services offered by hdfc bank. This would help icici bank to emerge as no one private sector bank in the country. The terms are in addition to the terms and conditions applicable to standard hdfc bank s savingscurrent account the primary terms.
Hdfc bank uses crm to achieve its one bank vision boosting profit and customer satisfaction published. Icici, central bank of india, hdfc bank strategic implementation of crm in selected banks to detect and analyze the benefits, problems success and failure. Customer relationship management job is an approach to manage a companys interaction with current and potential customers. The paper stress on customercentric, proficient in managing assets, technology, skilled staff, transparency, human resource management policies, customer relationship management, merger and. Five banks indusind bank, centurion bank, hdfc bank, icici bank and uti bank are taken up for financial analysis for a period of five years from 199697 to 200001.
Project report on customer relationship management crm. Most importat reason choosing bank factors i have a traditional bank account with the same bank the brand name of the bank the excellent service offered by this bank atm service net banking facility location advantage. Hdfc, axis and icici bank to analyse their banks performance post implementation of crm. Particularly, in service industries, it is specifically stressed as the cost of maintaining an existing customer is much less than acquiring a new customer in a service transaction. Whenever we visit a bank it is the relationship manager that we usually talk to for most cases, be it opening an account with the bank or some guidance on financial investments. Hdfc bank remains the gold standard when it comes to its solid execution capabilities and pristine loan book. Some key parameters affecting the organisational growth of the hdfc bank will be identified and studied in relation to crm. Analysis of customer relationship management in hdfc bank. Hdfc banks leadership team brings together a diversity of talent and a wealth of experience. The use of customer relationship management crm in banking has gained importance with the aggressive strategies for customer acquisition and retention being employed by banks in todays competitive milieu. Rajesh wagh vice president it, hdfc bank limited we believe in crm next. Analysis of customer relationship management in hdfc bank free download as powerpoint presentation. This final report refers to a study on crm activities followed by hdfc bank in bhilai region.
The report contains the organizational study done at hdfc bank. The terms are in addition to the terms and conditions applicable to standard hdfc banks savingscurrent account the primary terms. As the world becomes increasingly digital, the management team is leading the bank to leadership in this emerging domain with innovative products. Customer satisfaction, service quality, customer centrism, customer relationship management. To maintain its leadership, hdfc bank used crmnext to establish a single platform for execution of its strategy across products, departments and channels. Customer relationship management in service industry crm is recognized as the principal goal of marketing and the primary objective of any business. A comparative study of private and public sector banks for registration to the degree of doctor of philosophy in the faculty of commerce and management the iis university, jaipur submitted by ruchi singh under the supervision of dr. Service quality and customers satisfaction in hdfc bank.
Learned a lot about banking and relationship management. Customer relationship management is a strategy used to learn more about. Customer satisfaction regarding hdfc bankthe report contains the organizational study done at hdfc bank. In the banking sector in india, new age private banks like icici bank, hdfc bank, axis bank are at the forefront of utilizing the data mining techniques to enhance the customer relationship. This final report is a result of the magazines, journals, newspaper, brochures and.
A study on customer relationship management practices at select. I have been an rm for close to 5 yrs in several banks including hdfc bank, its a nice experience. Headquartered in mumbai, hdfc bank is a new generation private sector bank providing a wide range of banking services covering commercial an. This project wish to study the customer relationship management in icici bank and how this concept would help to maintain long term customer loyalty with the bank. Hdfc customer relationship free download as word doc. Hdfc bank uses crm to achieve its one bank vision, for boosting profit and customer satisfaction.
Customer relationship management in banking sector. Customer relationship management in banking industry. Filominas 2004 25 survey on expectations of customer from retail banks shows that none of the banks are able to meet the diverse needs of customers. In this context, the subject of the paper is the identification of the characteristics of the modern approach to customer relationship management and factors that influence its successful.
It has emerged as one of the largest management buzzword. The stake sale was done in order to meet the regulatory requirements and facilitate the proposed merger of gruh finance into bandhan bank. This is a research report on comparative study of customers satisfaction towards hdfc bank and state bank of india by ravi agnihotri in others category. April 2012 based in india, hdfc bank is the largest private universal bank by market capitalization, with more than 25 million customers, an extensive distribution network of 2544 branches spread across 99 cities and. What are the growth opportunities according to the. The infrastructure that enables the delineation of and increase in. To achieve this aim, following objectives were set. Crm the most valuable component of banking iosr journal. Crm,bank,customer introduction customer relationship management is one of the strategies to manage customer as it focuses onunderstanding customers as individuals instead of as part of a group.
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