Management is purely merit based with no signs of favouritism. 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. So that imperia customer will have a one point contact for all his financial needs 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. The rm is also responsible for acquiring new to bank imperia relationships. In sbi bank 10 customer income lie 150000300000 and in hdfc bank 9 customer income between 50000150000 and 300000500000. This final report is a result of the magazines, journals, newspaper, brochures and. Hdfc bank uses crm technology when interacting with the customers. Besides, for better management of customer s needs and consultative selling of products, commercial banks should have customer relationship management department. Headquartered in mumbai, hdfc bank is a new generation private sector bank providing a wide range of banking services covering commercial an. 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. The report contains the organizational study done at hdfc bank.
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. Analysis of customer relationship management in hdfc bank. Relationship manager with customer relationship management. 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. Customer satisfaction regarding hdfc bankthe report contains the organizational study done at hdfc bank. Customer relationship management has become inevitable for growth and profitability of banks in present scenario marked by rising competition, technological advancement and empowered customers. Hdfc customer relationship free download as word doc. The paper stress on customercentric, proficient in managing assets, technology, skilled staff, transparency, human resource management policies, customer relationship management, merger and. 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. The report title is customer satisfaction regarding hdfc bank. The terms are in addition to the terms and conditions applicable to standard hdfc banks savingscurrent account the primary terms. Customer relationship management in indian banks request pdf. Learned a lot about banking and relationship management.
Customer relationship management in banking sector. Crm manages the relationships between a firm and its. 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. To maintain its leadership, hdfc bank used crmnext to establish a single platform for execution of its strategy across products, departments and channels. 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. A summer training report on customer relationship management at axis bank. 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.
Rajesh wagh vice president it, hdfc bank limited we believe in crm next. Service quality and customers satisfaction in hdfc bank. I interviewed at hdfc bank kolkata in september 2018. Hdfc bank commenced operations as a scheduled commercial bank in january 1995.
Analysis of customer relationship management in hdfc bank free download as powerpoint presentation. Pdf in the ongoing era of financial sector reforms in india because of. The aim of this dissertation was to examine the importance of crm for hdfc bank. Achieving the one bank vision with unified banking crm platform. Hdfc customer relationship management banks scribd. 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. 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. Pdf customer relationship management in banking industry.
Hdfc bank uses crm to achieve its one bank vision, for boosting profit and customer satisfaction. The stake sale was done in order to meet the regulatory requirements and facilitate the proposed merger of gruh finance into bandhan bank. Hdfc banks leadership team brings together a diversity of talent and a wealth of experience. Customer relationship management crm in the banking. Search and upload all types of comparative study of customers satisfaction towards hdfc bank and state bank of india projects for mbas on. Customer relationship management job is an approach to manage a companys interaction with current and potential customers. 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. Strategies in private sector banks with special reference to hdfc.
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. 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. 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. Some key parameters affecting the organisational growth of the hdfc bank will be identified and studied in relation to crm. Customer satisfaction, service quality, customer centrism, customer relationship management. Guided by an experienced board and visionary managing director, the team steers the bank to new heights. To achieve this aim, following objectives were set. Hdfc bank uses crm to achieve its one bank vision boosting profit and customer satisfaction published. Meenakshi sharma assistant professor, the iis university. Hdfc bank remains the gold standard when it comes to its solid execution capabilities and pristine loan book. Customer relationship management solutions provide customer oriented services for planning, developing, maintaining and expanding customer relationship.
It has emerged as one of the largest management buzzword. This final report refers to a study on crm activities followed by hdfc bank in bhilai region. Customer acceptance, customer care and customer severance policy 1 introduction. The terms are in addition to the terms and conditions applicable to standard hdfc bank s savingscurrent account the primary terms. 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. Customer relationship management crm programmes in banks. Review of literature 21 bharathi pathak 2003 18 makes a study of the financial operations of new generation private sector banks in india. Project report on customer relationship management crm. 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. Crmcustomer relationship management is an information industry term for methodologies, software, and usually internet capabilities that help an enterprise manage customer relationships in an. I have been an rm for close to 5 yrs in several banks including hdfc bank, its a nice experience.
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. Customer relationship management in banking industry. To view the names and contact details of our senior management team. What are the growth opportunities according to the. Crm in banking sector with special reference to new age. As the world becomes increasingly digital, the management team is leading the bank to leadership in this emerging domain with innovative products. Customer relationship management is a strategy used to learn more about.
Basically it was pool campusing where around 400 students sat for the interview and only 35 could crack the interview that included 25. Crm the most valuable component of banking iosr journal. The bank reserves the right to appoint change the relationship manager of the customer. Evaluation of customer relationship management customer relationship management crm is to create a competitive advantage by being the best at understanding, communicating, delivering, and developing existing customer relationships, in addition to creating and keeping new customers. 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. 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. Hdfc bank comprises of a dynamic and enthusiastic team determined to accomplish the vision of becoming a worldclass indian bank. Data mining is the principle of sorting through large amounts of data and picking out relevant information. The average salary for a relationship manager with customer relationship management crm skills at hdfc bank pvt ltd in india is.
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