This document discusses a study on customer relationship management (CRM) practices at Standard Chartered Bank and their potential incorporation in government banks in Bangladesh. It outlines the objectives of studying how CRM affects service quality at SCB and the challenges of implementing CRM in government banks. It then describes SCB's use of CRM to secure customer relationships, maximize profits from customers, and acquire new customers. Surveys found that employees and customers agreed that CRM improves SCB's performance and customer satisfaction. Challenges for implementing CRM in government banks include outdated systems, regulations, and privacy requirements. The document recommends that government banks improve marketing, offer customized services, and increase branches and ATMs.

1.  Masratul Jannat
ID: Ev-17016005
 MD. Zubair Taufiq
ID: Ev-17016027
 Khatun Jannat
ID: Ev-17016041
 Monwar Anik
ID: Ev-1701651
 MD. Shahed Imran
ID: Ev-17016063
 Saima Siddika
ID: Ev-17016087
Presented By:
1
Bangladesh University of Professionals (BUP)

2. Customer Relationship Management of
Standard Chartered Bank and its incorporation in a
Government Bank
2

3. Objectives of the Study
 Fine out weather CRM affects service quality in context of Standard Chartered
Bank
 To see how standard chartered benefited from this model
 To see what are challenges of a government bank for incorporating CRM
3

4. Introduction
 Standard Chartered Bank (SCB) is a multinational bank and a financial service
group which is
incorporated in the UK with its Headquarters at 1 Alderman buries Square, London
 Standard Chartered Bank is the largest international bank in Bangladesh with 26
Branches & Booths and 83 ATMs; employing over 2,000 people
4

5. Customer Relation Management
 Strongest and the most efficient approach
 Creating relationships with customers
 Organization looking for what kind of customer information
5

6. CRM in Standard Chartered Bank
 Secure customer relationships
 Maximize customer profitability
 Identify sales prospects
 Manage customer value
 Customer-focused organization
 Gaining customer categories
 Attract and keep the best customers
6

7. BENEFITS OF CRM TO SCB
 Focuses on the Customer
 Satisfied Customers
 Centralized Information
 Aggressive Customer Acquisition
 Operational Efficiencies and Collaboration
 Marketing Encyclopedia
 CRM with Business Intelligence
7

8. BENEFITS OF CRM TO CUSTOMERS
 Long-term relationship with profitable clients
 Optimization of bank resources
 Reduction of operational costs through automation
 Low maintenance and expansion costs
 CRM permits businesses to leverage information
 Better satisfy and retain its customers
8

9. Research Question to Employees
 Does CRM leads to improved performance in Bank
Rating Number Percentage
Agree 3 40%
Neutral 1 20%
Disagree 1 20%
0%
10%
20%
30%
40%
50%
60%
70%
Agree Neutral Disagree
60%
20% 20%
9

10. Research Question to Customers
 Does Standard Chartered provide satisfied customer service?
Rating Number Percentage
Agree 6 60%
Neutral 1 10%
Disagree 3 30%
0%
10%
20%
30%
40%
50%
60%
70%
Agree Neutral Disagree
60%
10%
30%
10

11. Challenges for Government Banks
 View of Customers
 The burden of disconnected legacy systems and
disparate databases
 Government regulatory and client security and privacy
requirements
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12. Recommendation
 Marketing Skills
 Mass Customization
 Increase Branch
 Increase ATM
12

13. 13

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