CRM IN BANKS

Project on customer relationship management byName Roll no.

Dhiraj Bhatia. 3 Snehal Desai. 8 Farina Mohd. Rais. 11 Adi Nayaran Gummalla. 14 Vinita kumar. 20 Himani Lapasia. 22 Vishakha Parmar. 34

NKGSB CO-OP BANK

NKGSB WAS FOUNDED BY A GREAT VISIONARY SETH SHANTARAM MANGESHKAR KULKARNI ON 26 SEPTEMBER 1917. AT PRESENT THERE ARE 45 BRENCHES SPREAD OVER IN STATE OF MAHARASHTRA GOA &KARNATAKA . THE BANK HAS SHOWN GROWTH BOTH QUANTITATIVE LY & QUALITATIVE LY IT ALSO GROW IN SIZE OF DEPOSIT &ADVANCES . MAKING THE INSTITUTION FINANCIALLY SOUND AND FUNDAMENTALLY STRONG . THEY HAVE WELL QUALIFIED PROFESSTIONAL VARIED EXPERIENCE IN THE FIELD OF FINANCE TECNOLOGY ,BUSINESS &MANAGEMENT . NKGSB IS THE ONLY BANK IN INDIA OFFERRING 8 TO 8 BANKING AT ALL BRANCHES AND 7 DAYS WORKING .

ICICI BANK
ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial institution, and was its wholly-owned subsidiary. I ICICI was formed in 1955 at the initiative of the World Bank, the Government of India and representatives of Indian industry. The principal objective was to create a development financial institution for providing medium-term and long-term project financing to Indian businesses. In the 1990s, ICICI transformed its business from a development financial institution offering only project finance to a diversified financial services group offering a wide variety of products and services, both directly and through a number of subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become the first Indian company and the first bank or financial institution from non-Japan Asia to be listed on the NYSE.

WHAT IS YOUR DEFINITION FOR CUSTOMER RELATIONSHIP MANAGEMENT (CRM)??

NKGSB CO-OP BANK LTD. Comprehensive Stratergy. Giving Good Service. Creating a WIN-WIN Situation. ICICI BANK Engaging, Interacting, Living upto customers expectations & ultimately satisfying their needs.

ON WHAT BASIS DOES YOUR CRM WORK????

NKGSB CO-OP BANK LTD.
PEOPLE PROCESS TECHNOLOGY PEOPLE

ICICI BANK
PROCESS TECHNOLOGY

15% 30%

20% 60% 10%

65%

DO YOU FEEL CRM IS BENEFICIAL & PROFITABLE FOR YOUR BANK??? HOW???
Yes, NKGSB CO-OP BANK CRM is very much beneficial for our bank as we work on mantra of customer is king and the satisfaction of customer is the basic aim, a proper planning to maintain a good relation with customer and implementing the same is necessary. ICICI BANK The result of CRMleads to increase of customers faith in our bank makes him invest more in our bank and therefore CRM leads to increase in a sale which is thereby beneficial & profitable.

IS CRM PROFITABLE TO BANKING SECTOR ???

YES.. Was the answer given by both the banks !! CRM leads to good relations with customers which in return increases the sale. Makes banks more profitable So a steady & continuous growth is seen in BANKING SECTOR on overall basis

HOW DO YOU APPROACH YOUR CUSTOMERS FOR THEIR FEEDBACK??

NKGSB CO-OP BANK LTD.

ICICI BANK
Customer care units (which are toll free) in all branches. Sms HAPPY or UNHAPPY Compliment/ complain boxes in branches as in on website. Grievance Cell for immediate queries.

Feedback forms on quarterly basis Telephone service. Suggestion boxes.

HOW DO YOU MAINTAIN YOUR CONTACTS (RELATIONS) WITH YOUR CUSTOMERS??

NKGSB CO-OP BANK LTD.
Yearly memorial day lectures are conducted Cultural activities are held Children of customer having a/c are felicitated for their performance in sports & education field. Diwali Pooja is held in bank & all customers are invited.

ICICI BANK Conduct sessions on planning & investments. Giving every year Best Customer award. SMS on birthdays & anniversaries. Out bound sales team s sent.

UNIQUE SELLING POINT??

Timings in all branches is 8 to 7 days banking .
ICICI BANK NKGSB CO-OP BANK

8 and

Updated technology & quality of srvice .

NKGSB CO-OP BANK

INTERACT WITH CSTOMERS & PROSPECTIVE CSTOMERS DELIVER INCREASED VALUE TO CUSTOMERS

HOW DOES YOUR CRM WORK??

ACQUIRE CUSTOMERS & PROSPECTIVE CUSTOMERS RETAIN VALUABLE CUSTOMERS

INTERACT & DELIVER

DEVELOP & CUSTOMI ZE DEVELOP PRODUCTS, SRVICES,
CHANNELS TO MET CSTOMER NEEDS CSTOMIZE BY CUSTOMER SEGMENTS

ACQUIRE & RETAIN

UNDERSTAN D& DIFERENTIA TE

UNDERSTAND CUSTOMERS NEEDS DIFFERENTIATE BASED ON CHARACTERISTICS & BEHAVIORS

ICICI BANK

How does your CRM work??

CUSTOMER DTABASE

LIFE VALUE F CSTOMER

EPOS

SYSTEM INTEGRAT ION

AUTOMATION F CUSTOMER SRVICE

CALL CENTRE

SHOULD SOME PRINCIPLES & GUIDELINES BE GIVEN TO ALL BANKS FOR MAINTAINING CRM??? OR MADE COMPULSARY ???

NKGSB CO-OP BANK YES

Indian banking sector has a capacity to grow as there is a vast market to cover in India. It is very much essential for this sector to create a good platform in order to grow well. This can be done by maintaining good relations with customers by following a particular CRM process.

ICICI BANK NO
It s not necessary that every bank should follow CRM. It should not be made compulsary it can lead to chos in INDIAN BANKING SECTOR. It s better that every bank plans & makes their own stratergies for developing CRM p their requirements.

CONCLUSION
From this project we learn that how much CRM is important as well as beneficial for banks in toadys world. We came to know about the process and working of CRM in banks and how their customers are connected with them. We compared two banks i.e. NKGSB and ICICI BANK and by visiting and observing their CRM structure we came to a conclusion that CRM which itself speaks maintaing good relation with customer in their own different ways.