Kotak Mahindra Bank was established in 1985 as a non-banking financial company and was granted a banking license in 2003, making it the first company to convert to a bank. The document discusses Kotak Mahindra Bank's customer relationship management practices, including maintaining effective communication with customers, resolving issues in a timely manner, and gathering customer feedback to understand their needs and maintain healthy relationships. A survey of 100 customers found that the majority felt they received correct information from the bank and that their problems were resolved quickly, demonstrating that Kotak Mahindra Bank effectively manages customer relationships.

1. TITLE- CUSTOMER RELATIONSHIP
MANAGEMENT
PRESENTED BY- ANIKET PANDEY
ROLL NO.- 25

2. Table of Content
• INTRODUCTION
• KEY PERSONS
• CUSTOMER
RELATIONSHIP
MANGEMENT
• Purposes of
Customer
Relationship
Management
• RESEARCH
METHODOLOGY
• DATA ANALYSIS
• FINDINGS
• SUGGESTION
• CONCLUSION

3. INTRODUCTION
• Kotak Mahindra Bank is an Indian financial
service firm established in 1985. It was previously
known as Kotak Mahindra Finance Limited, a non-
banking financial company.
• In February 2003, Kotak Mahindra Finance Ltd,
the group's flagship company was given the
licence to carry on banking business by the
Reserve Bank of India (RBI).
• Kotak Mahindra Finance Ltd. is the first company
in the Indian banking history to convert to a bank.
• Today it has more than 363 branches, 20,000
employees and 10,000 crore in revenue.

4. KEY PERSONS
• Executive Vice Chairman & Managing Director
– Mr. Uday Kotak.
• Directors of the Bank - Mr. C. Jayaram and Mr.
Dipak Gupta
• The Chairman of board of Directors in the
company - Dr. Shankar Acharya

5. OBJECTIVES OF THE STUDY
• To analyze the CRM Practices in Kotak Mahindra
Bank.
• To analyze the pitfalls in the companies CRM
Practices.
• To analyze the effectiveness of Customer
Relationship programmes of the Bank.

6. CUSTOMER RELATIONSHIP
MANAGEMENT
“A strategy used to learn more about
customers' needs and behaviors in order to
develop stronger relationships with them”
In its broadest sense, means managing all the
interactions and business activities between a
company and its customers.

7. Purposes of Customer
Relationship Management
• Increases the efficiency of customer
interaction through all the communication
channels available.
• Provides an user-friendly atmosphere for
registering customer complaints.
• Provides a fast mechanism for handling
problems and complaints.

8. • RESEARCH METHOD - convenient sampling
method.
• Primary Data - Primary Data was collected
using the structured questionnaire.
• Secondary Data -Through internet, official
site of the Company, pamphlets ,brochures,
Journals & Magazine.
• Sample Size - Total 100 respondents were
selected as the sample size.
Research Methodology

9. Q-1) Does the Marketing Executive give you complete and
correct information related to Current and Saving Account
of Kotak Mahindra Bank?
Respondents
• Yes – 88%
• NO – 12%
DATA ANALYSIS
0
10
20
30
40
50
60
70
80
90
100
Yes No

10. Conti…..
Q-2) Do Kotak Mahindra Bank inform you about the changes
regarding the services or for any other thing which is
related to your benefit?
Respondents
• Yes – 80%
• NO – 20%
0
10
20
30
40
50
60
70
80
90
YES NO

11. Conti…..
Q-3) How much time was taken for solving your problem?
Respondents
• Immediately – 14%
• Same Day – 82%
• Next Day – 4%
• After Some Days – 0%
0
10
20
30
40
50
60
70
80
90
Immediately Same Day Next Day After Some
Days

12. Conti…..
Q-4) Do you feel that Kotak Mahindra Bank is been
able to maintain healthy customer relationship?
Respondents
• Yes – 80%
• NO – 20%
0
10
20
30
40
50
60
70
80
90
YES NO

13. From the research conducted it is evident that CRM is a
very important for bank because it is useful for maintain
healthy customer relation.
• Majority of the respondents say that Marketing Executive
of the bank gives complete and correct information related
to Current and Saving Account.
• Majority of the respondents say that Kotak Mahindra
bank’s information system is customer friendly.
• Most of the customers say that problems were resolved
same day.
• Maximum no. of the respondents feel that Kotak Mahindra
Bank is able to maintain healthy customer relationship.
FINDINGS

14. SUGGESTION
• Kotak Mahindra Bank must treat CRM as a
business strategy to become more customer-
centric.
• Customer strategy and business needs to be
flexible to what customers want.
• Kotak Mahindra Bank needs to understand the
benefits and importance of CRM.

15. CONCLUSION
• Kotak Mahindra Bank tries to identify
problems of customers and maintaining good
customer relations.
• Kotak Mahindra Bank is able to solve the
problems of customers.
• They also have to understand about their
competitors and understand the need of
Customers.

16. •
THANK YOU!!!