HDFC Bank was incorporated in 1994 in Mumbai and has grown to become one of the leading banks in India. It focuses on retail banking, wholesale banking, and treasury operations. The bank has over 3,400 branches and 11,400 ATMs across India. HDFC Bank aims to provide high quality customer service and innovative products. It uses technology to quickly and conveniently serve customers. The bank reported total income of Rs. 49,055.2 crore and net profit of Rs. 8,478.4 crore for the financial year ending March 2014. Customer relationship management is important for building a customer-centric organization and allowing the bank to maximize profitability from each customer.
Services Marketing has different service sectors. And Banking is one of them. This is a presentation which includes all the necessary information about a banking service and the extended marketing mix, i.e. 7 P's.
Summer Internship Project MBA at Britannia Industry LimitedDalpat Parihar
this is a summer internship project done in the Britannia organization.
Topic
A study of managing FMCG brand awareness in a marketer point of view with special reference of Britannia biscuit.
Services Marketing has different service sectors. And Banking is one of them. This is a presentation which includes all the necessary information about a banking service and the extended marketing mix, i.e. 7 P's.
Summer Internship Project MBA at Britannia Industry LimitedDalpat Parihar
this is a summer internship project done in the Britannia organization.
Topic
A study of managing FMCG brand awareness in a marketer point of view with special reference of Britannia biscuit.
Internship in customer service department at everest bankAspak Miya
It is all about presentation of my friend Geeta Bhandari on be half of Everest Bank Limited.This presentation may help the BBA students of all universities for research on this bank.This presentation is only done for partial requirement to complete BBA program. I am uploading this presentation for helping the Management students to prepare presentation project with the permission of the author.
Finance for non finance - eminent instituteMohammedFadal
Eminent offers a range of courses that will enhance your skills, improving efficiency and productivity. Successful people invest in themselves and Eminent has been assisting individuals for the last 25 years in the process by offering an extensive range of courses, at affordable prices.
June 3, 2024 Anti-Semitism Letter Sent to MIT President Kornbluth and MIT Cor...Levi Shapiro
Letter from the Congress of the United States regarding Anti-Semitism sent June 3rd to MIT President Sally Kornbluth, MIT Corp Chair, Mark Gorenberg
Dear Dr. Kornbluth and Mr. Gorenberg,
The US House of Representatives is deeply concerned by ongoing and pervasive acts of antisemitic
harassment and intimidation at the Massachusetts Institute of Technology (MIT). Failing to act decisively to ensure a safe learning environment for all students would be a grave dereliction of your responsibilities as President of MIT and Chair of the MIT Corporation.
This Congress will not stand idly by and allow an environment hostile to Jewish students to persist. The House believes that your institution is in violation of Title VI of the Civil Rights Act, and the inability or
unwillingness to rectify this violation through action requires accountability.
Postsecondary education is a unique opportunity for students to learn and have their ideas and beliefs challenged. However, universities receiving hundreds of millions of federal funds annually have denied
students that opportunity and have been hijacked to become venues for the promotion of terrorism, antisemitic harassment and intimidation, unlawful encampments, and in some cases, assaults and riots.
The House of Representatives will not countenance the use of federal funds to indoctrinate students into hateful, antisemitic, anti-American supporters of terrorism. Investigations into campus antisemitism by the Committee on Education and the Workforce and the Committee on Ways and Means have been expanded into a Congress-wide probe across all relevant jurisdictions to address this national crisis. The undersigned Committees will conduct oversight into the use of federal funds at MIT and its learning environment under authorities granted to each Committee.
• The Committee on Education and the Workforce has been investigating your institution since December 7, 2023. The Committee has broad jurisdiction over postsecondary education, including its compliance with Title VI of the Civil Rights Act, campus safety concerns over disruptions to the learning environment, and the awarding of federal student aid under the Higher Education Act.
• The Committee on Oversight and Accountability is investigating the sources of funding and other support flowing to groups espousing pro-Hamas propaganda and engaged in antisemitic harassment and intimidation of students. The Committee on Oversight and Accountability is the principal oversight committee of the US House of Representatives and has broad authority to investigate “any matter” at “any time” under House Rule X.
• The Committee on Ways and Means has been investigating several universities since November 15, 2023, when the Committee held a hearing entitled From Ivory Towers to Dark Corners: Investigating the Nexus Between Antisemitism, Tax-Exempt Universities, and Terror Financing. The Committee followed the hearing with letters to those institutions on January 10, 202
Model Attribute Check Company Auto PropertyCeline George
In Odoo, the multi-company feature allows you to manage multiple companies within a single Odoo database instance. Each company can have its own configurations while still sharing common resources such as products, customers, and suppliers.
Safalta Digital marketing institute in Noida, provide complete applications that encompass a huge range of virtual advertising and marketing additives, which includes search engine optimization, virtual communication advertising, pay-per-click on marketing, content material advertising, internet analytics, and greater. These university courses are designed for students who possess a comprehensive understanding of virtual marketing strategies and attributes.Safalta Digital Marketing Institute in Noida is a first choice for young individuals or students who are looking to start their careers in the field of digital advertising. The institute gives specialized courses designed and certification.
for beginners, providing thorough training in areas such as SEO, digital communication marketing, and PPC training in Noida. After finishing the program, students receive the certifications recognised by top different universitie, setting a strong foundation for a successful career in digital marketing.
Introduction to AI for Nonprofits with Tapp NetworkTechSoup
Dive into the world of AI! Experts Jon Hill and Tareq Monaur will guide you through AI's role in enhancing nonprofit websites and basic marketing strategies, making it easy to understand and apply.
Unit 8 - Information and Communication Technology (Paper I).pdfThiyagu K
This slides describes the basic concepts of ICT, basics of Email, Emerging Technology and Digital Initiatives in Education. This presentations aligns with the UGC Paper I syllabus.
Honest Reviews of Tim Han LMA Course Program.pptxtimhan337
Personal development courses are widely available today, with each one promising life-changing outcomes. Tim Han’s Life Mastery Achievers (LMA) Course has drawn a lot of interest. In addition to offering my frank assessment of Success Insider’s LMA Course, this piece examines the course’s effects via a variety of Tim Han LMA course reviews and Success Insider comments.
Operation “Blue Star” is the only event in the history of Independent India where the state went into war with its own people. Even after about 40 years it is not clear if it was culmination of states anger over people of the region, a political game of power or start of dictatorial chapter in the democratic setup.
The people of Punjab felt alienated from main stream due to denial of their just demands during a long democratic struggle since independence. As it happen all over the word, it led to militant struggle with great loss of lives of military, police and civilian personnel. Killing of Indira Gandhi and massacre of innocent Sikhs in Delhi and other India cities was also associated with this movement.
Read| The latest issue of The Challenger is here! We are thrilled to announce that our school paper has qualified for the NATIONAL SCHOOLS PRESS CONFERENCE (NSPC) 2024. Thank you for your unwavering support and trust. Dive into the stories that made us stand out!
Presentation on role of crm in customer satisfaction hdfc majid shah
1. 11/3/2014 1
SUMMER TRAINING PRESENTATION
On
Role Of CRM In Customer Satisfaction
At
Presented By:
Majid Muneer Shah
13MBA201
MBA-IV Trimester
IMS UNISON UNIVERSITY
2. •HDFC BANK LTD was incorporated in August 1994 in
the name of 'HDFC Bank Limited', with its registered
office in Mumbai, India.
•HDFC Bank commenced operations as a Scheduled
Commercial Bank in January 1995.
•The bank has grown consistently and is now amongst
the leading players in the industry
11/3/2014 2
HISTORY OF HDFC BANK
3. •HDFC has developed significant expertise in retail
mortgage loans to different market segments and also
has a large corporate client base for its housing related
credit facilities.
•BOARD OF DIRECTORS
•Mr. C. M. Vasudev , Chairman
•Mr. Aditya Puri , Managing Director
•Mr. Paresh Sukthankar , Deputy Managing Director
11/3/2014 3
5. MISSION
•World Class Indian Bank
•Benchmarking against international standards.
•Best practices in terms of product offerings,
technology, service levels, risk management and
audit & compliance
11/3/2014 5
6. BUSINESS STRATEGY
Increasing market share in India’s expanding
banking
Delivering high quality customer service
Develop innovative products and services that
attract targeted customers and address
inefficiencies in the Indian financial sector.
11/3/2014 6
7. HDFC Bank Focuses on…
Understanding the needs of customers and offering
them superior product and service.
Leveraging technology to service customers quickly
and conveniently.
To create quality of consumers and not quantity of
Consumers.
Providing and enabling environment to foster growth
and learning for the employees.
11/3/2014 7
8. THE THREE MAJOR FUNCTIONS OF
HDFC BANK:-
HDFC Bank deals with three key business
segments:-
Retail Banking Services
Wholesale Banking Services
Treasury Operations
11/3/2014 8
9. NETWORK OF HDFC BANK:
3,488 Branches
11,426 ATM’s in the country
2,231 cities in India
Representative offices in Hong Kong,
New York, London & Singapore
11/3/2014 9
11. Current Accounts-
Plus current account
Premium current account
Flexi current account.
Reimbursement current account
RFC-Domestic account
Trade current account
Regular current account
Fixed deposits-
Regular fixed deposits
Super saver account
Sweep-in account.
11/3/2014 11
12. Demat Account
Safe Deposit Lockers
Loans:
Personal loans - Home loans
New car loans - Used car
loans
Express loans - Gold loans
Educational loans - Loan against
securities
Loan against property - Tractor loans
Construction equipment finance
Commercial vehicle finance
Vehicle working capital finance
Loans against rental receivables
11/3/2014 12
13. Cards:
Credit cards-
Silver credit card - Gold credit card
Woman’s gold credit card - Platinum plus credit
card
Corporate credit card - Business credit card
Titanium credit card - Value plus credit
card
Health plus credit card - Visa signature credit
card
Debit Cards-
Easy shop International Debit Card
Easy shop Gold Debit Card
Easy shop International Business Debit Card
Easy shop Woman’s Advantage Debit Card
11/3/2014 13
14. FINANCIAL PERFORMANCE
11/3/2014 14
March 31, 2014 March 31,2013
Deposits and Other Borrowings 406,776.5 329,253.6
Advances 303,000.3 239,720.6
Total Income 49,055.2 41,917.5
Profit before Depreciation and Tax 13,443.7 10,402.3
Net Profit 8,478.4 6,726.3
Profit brought forward 11,132.2 8,399.6
Total Profit available for Appropriation 19,610.6 15,125.9
Appropriations:
Transfer to Statutory Reserve 2,119.6
1,681.6
Transfer to General Reserve 847.8 672.6
Transfer to Capital Reserve 58.3 85.8
Transfer to / (from) Investment Reserve 3.2 17.7
Proposed Dividend 1,643.4 1,309.1
Tax Including Surcharge and Education cess on Dividend 279.3 222.5
Dividend (including tax / cess thereon) pertaining to previous year paid during the year 4.8 4.5
Balance carried over to Balance Sheet 14,654.2 11,132.2
15. The Bank posted Total Income and Net Profit of `
49,055.2 crore and ` 8,478.4 crore respectively for the
financial year ended March 31, 2014 as against `
41,917.5 crore and ` 6,726.3 crore respectively in the
previous year.
11/3/2014 15
16. CUSTOMER RELATIONSHIP
MANAGEMENT (CRM):
CRM is fundamental to building a customer-centric
organization.
CRM system links together the customer data into
single and logical customer repository.
CRM in banking is a key element of differentiation that
allows a bank to develop its customer base and sales
capacity.
The goal of CRM is to manage all aspects of customer
interactions in a manner that enables banks to
maximize profitability from every customer.
CRM is the philosophy, policy and coordinating
strategy connecting different players within an
organization
11/3/2014 16
17. RESEARCH METHODOLGY
DATA COLLECTION
The objectives of the project are such that both the primary
and secondary data is required to achieve them.
1. Primary Data:
The primary data was collected to measure the customer
satisfaction regarding HDFC bank. The primary data was
collected by means of direct personal interview method through
structured questionnaire and analysis was done on the basis of
response received from the customers.
2. Secondary Data:
The purpose of collecting secondary data was to achieve
the objective of studying the recent trends and development
taking place in customer relationship management.
11/3/2014 17
18. Q: How do you come to know about HDFC?
a) Advertising
b) Friends
c) Relatives
d) Other source
11/3/2014 18
42.42%
18.18%
36.36%
3.04%
Advertising
Friends
Other Sources
Relatives
INTERPRETATION:
The HDFC Bank is doing well in terms of advertising.
19. Q: Rate your level of satisfaction with HDFC:
a) Highly satisfied
b) Satisfied
c) Dissatisfied
11/3/2014 19
53.04%
28.78%
18.18%
Satisfied
Highly satisfied
Dissatisfied
INTERPRETATION:
Most of the people are moderately satisfied.
20. Q: Have you experienced service failure of
the HDFC bank?
a) Always
b) Rarely
c) Never
11/3/2014 20
72.72%
24.24%
3.04%
Never
Rarely
Always
INTERPRETATION
Service failure is too less and thus services provided are good.
21. FINDINGS
CUSTOMER SATISFACTION :
Least effort put on relationship building which
ultimately led to bad word of mouth.
Biggest limitation is the non-availability of CC & OD
and less number of Branches and ATM’s in North
Kashmir.
High charges, which generally the people of the Valley
are not used to.
Customer services are good and branches are
available throughout India that leads to good
accessibility outside J&K.
Products provided are costly as compared to the other
competitive banks in the Valley.11/3/2014 21