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Banking Project

In:

Submitted By baap21
Words 7540
Pages 31
CRM : Making it simple for banking industry.

Submitted To: Submitted by:
Prof. K. Siva Reddy Sachin Bansal 09BSHYD0711 Tanmay Garg 09BSHYD0912 Prerak Dhawan 09BSHYD0586 Preetish Kr. Singh 09BSHYD0585 Sarita Sethi 09BSHYD0742 Priyanka Gunturu 09BSHYD0600
Index
1. Introduction to banking 3 Importance of banking 3 Need for CRM 4

2. Introduction to CRM 5 Phases of CRM 5 Benefits of CRM 6 Types/variations of CRM 7 Implementations of CRM 10 Importance of CRM in banking 12 Challenges in CRM implementation 14

3. CRM initiatives at SBI 16 CRM and SBI Life 16

4. CRM initiatives at HDFC Bank 19 About HDFC bank 19 Challenges 20 CRM solutions 20 Results 21 VbV facility for HDFC customers 21 Offers 21 RAP computer telephony integration 22

5. Research Methodology 23 Objective 23 Methodology 23 Demographics of sample 23 Data Analysis 24 Qualitative Analysis 25 Quantitative Analysis 27 Data Interpretation 29

6. Conclusion 30

7. References 31

Introduction to Banking
Sec 5 (b) of the Banking Regulation Act, 1949 defines banking as “accepting for the purpose of lending or investment, of deposits of money from the public, repayable on demand or otherwise, and withdrawal by cheque, draft, order or otherwise”.
Prior to initiation of reforms in 1991, Indian banking industry suffered from lack of competition, low capital base, inefficiency and high intermediation costs. Ever since the bank nationalization of 1969, the banking sector had been dominated by the public

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