Achieving the one bank vision with unified banking crm platform. A summer training report on customer relationship management at axis bank. As we know that the customer is regarded as the king. Parasuraman, va zeitham and ll berry identify five major gaps that face organizations seeking to meet customer s expectations of the customer experience. Service quality and customers satisfaction in hdfc bank. I would like to think my family for their support and encouragement as well as love that helped me gets through utar.
Project report on crm pdf project report on customer relationship management, why customer relationship management database for customer information, improvement in customer. To meet the needs of the customers, hdfc bank timely started to focus on developing a customer relationship management crm system. Customer relationship management created 5 years ago updated 5 years ago by kaushal mehta 0 comments, 1696 views customer relationship marketing crm may not have toyet. Customer relationship management crm in the banking. Dim 5 pgdmm 5 pgdfm 5 pgdim 5 pgfm 5 pgdfmp 5 pgdom 5 pgdhrm 5 2019 assignment for nmims 495 nmims customize assignment 495 pdf 476 free 474 cheap 474 lifestyle product 471 study material 459 financial. For the quarter ended march 2020, hdfc bank has posted a net profit of rs 69 bn up 17. 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 has become inevitable for growth and profitability of banks in present scenario marked by rising competition, technological advancement and empowered customers. Nmims 495 nmims customize assignment 495 pdf 476 free 474. Responsibility csr projects, which are guided by our csr policy. Project report on the concept of customer relationship management crm. The housing development finance corporation limited hdfc was amongst the first to receive an in principle approval from the reserve bank of india rbi to set up a bank in the private sector, as. Vision statement of hdfc bank the hdfc bank is committed to maintain the highest level of ethical standards, professional integrity and regulatory compliance.
The infrastructure that enables the delineation of and increase in. Customer relationship management tutorial for beginners. Hdfc bank download and upload project reports related to. 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. Customer relationship management as a transactional exchange helps the marketer to understand the customer s sentiments and buying habits so that the customer can be provided with products and. Crm, according to icici consists of the following approaches. Managingcustomer relationships is important and valuable to the business. The report contains the organizational study done at hdfc bank. Rajesh wagh vice president it, hdfc bank limited we believe in crm next. Effectiveness of customer relationship management in state bank of india introduction.
Hdfc bank commenced operations as a scheduled commercial bank in january 1995. A summer training report on customer relationship management. This tutorial discusses about various crm concepts including crm software, and future trends in crm. Customer relationship management as a transactional exchange helps the marketer to understand the customers sentiments and buying habits so that the customer can be provided with products and. Sep 29, 20 hdfc bank commenced operations as a scheduled commercial bank in january 1995. Hdfc bank, one amongst the firsts of the new generation, techsavvy commercial banks of india, was set up in august 1995 after the reserve bank of india allowed setting up of banks in the private sector. Tounderstand more in customer relationship management, we first need to understand threecomponents which are customer, relationship and their management. Project report on customer relationship management crm. The project also helps me to understand more about the customer relationship management crm system. Customer relationship management crm is defined as a process in developing, creating, developing, and maintaining a healthy and longlasting relationship with the customers. This project would not have been possible without them. Apr 11, 2019 customer satisfaction regarding hdfc bank. What a relationship manager stands for in hdfc bank hdfc bank relationship manager makes you a complete banker.
The report title is customer satisfaction regarding hdfc bank. 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. The volumes of demand deposits of sbi and hdfc bank are almost similar, but the volume of savings and term deposits are significantly differing. Customer relationship management, customer relationship. Hdfc bank was amongst the first to receive an inprinciple approval from the reserve bank of india rbi to set up a bank in the private sector from housing development finance corporation limited hdfc, in 1994 during the period of liberalisation of the banking sector in india. The bank is committed to maintaining the highest level of ethical standards, professional integrity, corporate governance and.
Get lowcost cash credit and cash flow financing services. Bank to build sound customer relation across distinct businesses. Today, many businesses such as banks, insurance companies, and other serviceproviders realize the importance of. Reporting of customer data using various algorithms to analyze and interpret. In a conceptual model of service quality and its implications for future research the journal of marketing, 1985, a.
Hdfc banks leadership team brings together a diversity of talent and a wealth of experience. Customer relationship management in the banking sector icici banks crm initiatives. This would help icici bank to emerge as no one private sector bank in the country. Now a day customer satisfaction and customer retention are the most important challenges faced by most of banking. Customer focus, operational excellence, product leadership, people and sustainability. Hdfc bank uses crm to achieve its one bank vision boosting. Customer satisfaction regarding hdfc bank hsc projects.
Relationship manager with customer relationship management. Crm in banking sector with special reference to new age. The average salary for a relationship manager with customer relationship management crm skills at hdfc bank pvt ltd in india is. Customer satisfaction regarding hdfc bank the report contains the organizational study done at hdfc bank. This has resulted in the adoption of various crm initiatives by these banks to enable them achieve their objectives. Customer relationship management in banking sector banking. Access funds across a large and expanding network of branches panindia.
Customer relationship management in indian banks request pdf. The bank has over 550 branches, a network of 2025 atms, multiple call centres, internet banking and mobile banking. A study on comparative analysis of hdfc bank and icici. Service quality and customers satisfaction in hdfc bank a. Pdf customer relationship management in banking industry. Realizing the significance of customer information availability, the project was undertaken by the bank with the spirit that has characterized the whole crm development. The biggest management challenge in the new millenium of liberalization and globalization for a business is to maintain good relationship with the king the customer.
Crm process management in hdfc linkedin slideshare. 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. To know the various important service quality dimension in banking industry. Mar 07, 2015 since sbi is largest psu bank in india, icici bank and hdfc banks are considered for comparative analysis in order to create a level playing field. International journal of business administration and management. Customer relationship management in banking sector. It is found that loans and advances, term loans, and short term loans of sbi are greater than hdfc bank as sbi is having a greater network and customer base.
Indias largest mba marketing projects reports for students and professionals. Hdfc bank s leadership team brings together a diversity of talent and a wealth of experience. Crm is the abbreviated form of customer relationship management and can be defined as a process or method used to. The housing development finance corporation limited hdfc was amongst the first to receive an. Guided by an experienced board and visionary managing director, the team steers the bank to new heights. Enjoy easier repayment that is matched to your cash flows. The housing development finance corporation limited hdfcwas amongst the first to receive an in principle approval from the reserve bank of india rbi to set up a bank in the private sector, as. Hdfc bank comprises of a dynamic and enthusiastic team determined to accomplish the vision of becoming a worldclass indian bank. Suggested citation dhar, sujoy, a study on comparative analysis of hdfc bank and icici bank on the basis of capital market performance march 6, 2015. The crm practices are adopted to generate better understanding of the customer for product development, segmentation, appropriate targeting, campaign. The crm customer relationship management is an integrated effort to strengthen the network of relationship for the mutual benefit of both the parties. Sbi and hdfccomparative study of customers satisfaction. Hdfc bank uses crm to achieve its one bank vision, for boosting profit and customer satisfaction. Hence for this study following objectives have been formed.
Data mining is the principle of sorting through large amounts of data and picking out relevant information. Hdfc bank download and upload project reports related to hdfc bank. Mba project synopsis for effectiveness of customer relationship management in state bank of india. Realizing the significance of customer information availability, the project was undertaken by the bank with the spirit that. Customised bill discounting services from a dedicated trade finance team. The infrastructure that enables the delineation of and increase in customer value, and the correct. The report gives an overview of the banking sector and company profile. The bank was promoted by the housing development finance corporation limited, a premier housing finance company set up in 1977 of india. Crm in banking sector with special reference to new age banks. Hdfc bank housing development finance corporation limited, more popularly known as hdfc bank ltd, was established in the year 1994, as a part of the liberalization of the indian banking industry by reserve bank of india rbi. Icici bank has to manage more than million customers. 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. To know the satisfaction level of customers of bank in each service dimension. Customer relationship management solutions provide customer oriented services for planning, developing, maintaining and expanding customer relationship.
Customer relationship management projects projects on. Sep 17, 2014 hdfc bank uses crm to achieve its one bank vision, for boosting profit and customer satisfaction. Focus on icici banks initiatives 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. Customer relationship management crm in the banking sector. And awareness of customers about different types of products and services offered by hdfc bank. A study on comparative analysis of hdfc bank and icici bank. It was one of the first banks to receive an in principle approval from rbi, for setting up a bank in the. Hdfc bank began operations in 1995 with a simple mission. Effectiveness of customer relationship management in state. This final report is a result of the magazines, journals, newspaper, brochures and. Review of literature 21 bharathi pathak 2003 18 makes a study of the financial operations of new generation private sector banks in india.
Search and upload all types of customer relationship management projects at management. 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 in banking industry. Since sbi is largest psu bank in india, icici bank and hdfc banks are considered for comparative analysis in order to create a level playing field. You get exposure across products like retail loans, business loans, working capital financing, trade finance, forex, credit cards and a whole lot more. It is found that loans and advances, term loans, and short term loans of sbi are greater than hdfc bank. This final report refers to a study on crm activities followed by hdfc bank in bhilai region. Hdfc bank uses crm to achieve its one bank vision boosting profit and customer satisfaction published.