2. IntroductionIntroduction
The purpose was to provide loans for individualsThe purpose was to provide loans for individuals
looking at buying a house.looking at buying a house.
The reason this concept gained popularity was becauseThe reason this concept gained popularity was because
the younger generation became more independent.the younger generation became more independent.
They wanted to own a property but wanted financialThey wanted to own a property but wanted financial
support.support.
4. Competition and SalesCompetition and Sales
strategystrategy
Due to RBI regulations, other banks too entered theDue to RBI regulations, other banks too entered the
market.market.
Strategies like Direct Sales Agents and customizedStrategies like Direct Sales Agents and customized
customer solutions.customer solutions.
5. How to motivate rural customersHow to motivate rural customers
to take home finance?to take home finance?
6. How to motivate rural customers toHow to motivate rural customers to
take home finance?take home finance?
Customized loan repayment options like:Customized loan repayment options like:
Longer repayment optionsLonger repayment options
No penalty on early repaymentNo penalty on early repayment
Relaxed collateral normsRelaxed collateral norms
Loans for repairsLoans for repairs
7. What ways should be developed by HDFCWhat ways should be developed by HDFC
to reinvent itself and ensure leadershipto reinvent itself and ensure leadership
position in the market?position in the market?
8. Ways developed by HDFC to reinventWays developed by HDFC to reinvent
itself and ensure leadershipitself and ensure leadership
Expansion-More MergersExpansion-More Mergers
Keeping in mind , the success of HDFC-Centurion Bank merger ,Keeping in mind , the success of HDFC-Centurion Bank merger ,
which is was the largest merger in Banking Sector which enabled HDFCwhich is was the largest merger in Banking Sector which enabled HDFC
to expand its branch network from 750 to 1,850 branches andto expand its branch network from 750 to 1,850 branches and
spreading from 325 to 820 cities in the immediate past two years.spreading from 325 to 820 cities in the immediate past two years.
It can be said that such large scale merger should be adopted byIt can be said that such large scale merger should be adopted by
HDFC for its re-invention.HDFC for its re-invention.
9. Hi-Tech Training & DevelopmentHi-Tech Training & Development
Employees are always as important as theEmployees are always as important as the “sugar to“sugar to
the cake” for any re-invention , hence HDFC apart fromthe cake” for any re-invention , hence HDFC apart from
e-learning & training for training new-recruits shoulde-learning & training for training new-recruits should
develop M-training module which should uses mobiledevelop M-training module which should uses mobile
as a mode of disseminating information and training.as a mode of disseminating information and training.
10. Revision of Insurance SlabRevision of Insurance Slab
““The great majority continues to trust government-owned banksThe great majority continues to trust government-owned banks
much more when it comes to parking hard-earned moneymuch more when it comes to parking hard-earned money”” becausebecause
public sector banks have a government guarantee against failurepublic sector banks have a government guarantee against failure
They have an access to unlimited capital because the governmentThey have an access to unlimited capital because the government
backing.backing.
So if the insurance sector issue policies covering deposits aboveSo if the insurance sector issue policies covering deposits above
Rs.100k (up to Rs.100k is covered by Deposit InsuranceRs.100k (up to Rs.100k is covered by Deposit Insurance
Corporation) to HDFC banks (as there is no risk of public sectorCorporation) to HDFC banks (as there is no risk of public sector
banks being wound up), there could be gradual change in thisbanks being wound up), there could be gradual change in this
regard.regard.
11. CTC conditions..CTC conditions..
Many things need to change – how chief executives and directorsMany things need to change – how chief executives and directors
are appointed, salaries for senior appointments, the relationshipare appointed, salaries for senior appointments, the relationship
with the shareholder (ie the government), the extent ofwith the shareholder (ie the government), the extent of
operational freedom, and so on.operational freedom, and so on.
12. In a market like home finance, what steps shouldIn a market like home finance, what steps should
be adopted and maintained by HDFC to ensurebe adopted and maintained by HDFC to ensure
long term relationship with their customers?long term relationship with their customers?
13. Customer centricCustomer centric
HDFC to reinvent itself has to stay relevant toHDFC to reinvent itself has to stay relevant to
customers and ... The only way to rise up to thiscustomers and ... The only way to rise up to this
challenge is by practicing true customer-centricitychallenge is by practicing true customer-centricity
which means selling more protection-oriented productswhich means selling more protection-oriented products
such as term, health and mortgage protection policies.such as term, health and mortgage protection policies.
14. Steps adopted and maintained to ensure aSteps adopted and maintained to ensure a
long term relationshiplong term relationship
HDFC Bank Uses CRM to achieve itsHDFC Bank Uses CRM to achieve its ““One BankOne Bank””
Vision Boosting Profit and Customer SatisfactionVision Boosting Profit and Customer Satisfaction
Manage end-to-end sales process across departments forManage end-to-end sales process across departments for
all products on a single platform.all products on a single platform.
Use CRM to enhance cross sell, up-sell capabilitiesUse CRM to enhance cross sell, up-sell capabilities
across all customer touch points.across all customer touch points.
15. As one of the top IT spenders, HDFC Bank has deepAs one of the top IT spenders, HDFC Bank has deep
relationships with all key technology partners.relationships with all key technology partners.
Customers are made aware about their loan transactionCustomers are made aware about their loan transaction
status through SMS, Email etc.status through SMS, Email etc.
Advance intimation is sent before the post datedAdvance intimation is sent before the post dated
cheques are banked.cheques are banked.
Enable service and action guarantee across channels.Enable service and action guarantee across channels.
Customers have access to multiple channels (like callCustomers have access to multiple channels (like call
centre, internet banking, email, phone banking, branchcentre, internet banking, email, phone banking, branch
visits etc.) for their service requirements.visits etc.) for their service requirements.
