INNOVATIVE APPROACH THAT INDIAN BANKS CAN DO A NEAR BRIGHT & INNOVATIVE BANKING TO MADE SYSTEM MORE EASY & FAST FOR CUSTOMERS

1. PRESENTATION
ON
CUSTOMER RELATIONSHIP
MANAGEMENT
PRESENTED BY- Akash Gupta
Akshit Jain
Shivam Gupta
Akshay Kumar Paswan
Akanksha Srivastva
Nitish pandey
TOPIC-BANKINGINDRUSTRY

2. HISTORY OF BANKING SECTOR
• Developed during British era
• British east India company establish
three bank
• Bank of Bombay
• Bank of madras
• Bank of Bengal
• Taken over by state of India in 1955

3. • The RBI was establish in 1935
• Followed by Punjab national bank, bank of
India , canara bank and Indian bank
• In 1969, 14 major banks were nationazed and
• In 1980, 6 major private sector back were
taken over by government

4. • CRM is a sound business strategy to identify the bank’s
most profitable customers and prospects, and devotes time
and attention to expand account relationships with Banking
Industry.
• The Analytical Datamart is customer centric and
contains the following data:
1. Demographic (age, sex, cultural level, marital status)
2. Ownership of bank's product/services
3. Product/services usage (balance, transactions, etc.)
4. Global variables : profit, cost, risk, assets, liabilities
5. Relationship with the bank: segment, portfolio, etc.
Banking CRM Strategy

5. • To examine the opinion of the customers as to CRM of
the banks with respect to service quality management.
• To analysis the opinion of the customers as to CRM of
the banks with respect to customer interaction
management.
• To study the opinion of the customers as to CRM of the
banks with respect to customer retention management.
Main Objective Of CRM In Banking Sector

6. IN BANKING INDRUSTRY
WE TAKE THE ICICI BANK
FOR GIVING IT’S CRM
INITATIVES

7. ICICI use three steps to build
customer relationship
• Determine mutually satisfying goals between
organization and customers.
• Establish and maintain customer relationship.
• Produce positive feelings in the organization
and the customers.

8. ICICI Bank’s CRM initiative
1. Mobile ATMs
2. Cardless withdrawl in ATM
3. Home service for HNI customers
4. Other services through ATMs
- Prepaid mobile recharge
- Buying and renewing internet packs
- Mutual Fund transaction
- Bill Payments
5. Mobile phone as virtual Wallet

9. Why CRM – The Changing
Environment
1. Increased Competition
2. Growth of Product
3. Diminishing Margins

10. CRM Strategies
Key drivers of customer loyalty:-
1. Positive staff attitude
2. Honesty integrity and reliability
3. Consistent delivery of superiority quality
service
4. After sale service
5. A effective complaints resolution policy

12. CRM INITATIVE BY HDFC BANK
WatchBanking
• HDFC Bank WatchBanking allows you to access
your bank account and do a whole lot more
right from your wrist.
• Exclusively for HDFC Bank customers through
an Apple Watch.
• You can now do your favorite transactions
right from your Apple Watch without even
taking out your phone

13. WatchBanking features
• View Information of all your accounts
• Recharge your Mobile & DTH Connection
• Request A/c Statement & Cheque book
• Locate HDFC Bank ATM & Branch
• Hotlist your Debit Card
• View Notifications sent by HDFC bank
• Call HDFC using Apple Watch

14. INNOVATIVE APPROACH FOR BANKING INDRUSTRY
If you have accounts with HDFC Bank,ICICI Bank, Yes Bank
along with your IndusInd Bank Account, One View gives
you a single platform to manage them all centrally.
Features & Benefits
• No need to individually log on to internet banking of
every account
• Manage up to 5 accounts in different banks
• Remember only ONE password
• This service is available absolutely FREE

15. Blocking ATM Card was never so easy!!
Giving a feature of ATM Block in ATM Machine made banking more
advance and give customer one more value added service
Follow simple steps
• Go to any ATM Machine of any Bank
• Choose Self service Option display in ATM Machine and then
Click on ATM Block option
• Provide your name, Registered mobile number, Account no.&
click on CONTINUE
• Provide a unique no. given by bank on your Registered mobile
no.& click on CONTINUE
• Your ATM Card will lose its accessibility within 1 hour
• Bank will finally block your card once documents are verified