Customer Relationship Management in Axis Bank

Introduction

Customer Relationship Management is a comprehensive approach for creating, maintaining and expanding customer relationships. It is a way of thinking about and dealing with customer relationship. It is a sound business strategy to identify the banks most profitable customers & prospects, and devotes time and attention to expand account relationships with those customers through individualized marketing, re pricing and discretionary decision making, etc. It is about creating the feel of comfort in this high tech environment.

Concepts
Customer Relationship Management (CRM) is a term given to the process of managing your relationship with your customers better. It covers: Managing Leads. Qualifying and Converting Leads . Managing Opportunities . Keeping track of Activities . Management Reporting and Forecasting . Summary of the Benefits .

About Axis bank

Axis bank Ltd. formerly named has UTI bank .(2007) In 1994 ,It has been promoted by the largest and the best Financial Institution of the country, UTI. The Bank was set up with a capital of Rs. 115 crores, with UTI contributing Rs. 100 cr , LIC Rs. 7.5 cr and GIC and its four subsidiaries contributing Rs. 1.5 cr each. The bank changed its name to Axis Bank in April 2007 to avoid confusion with other

It has 1281 branches.(till-2009) In around India it has 6270 ATMs It has assets of over USD 40.121 billion The bank has strengths in both retail and corporate banking and is committed to adopting the best industry practices internationally in order to achieve excellence. Axis Bank one of the largest private sector financer in India for Agriculture loans

Mission
Customer service and product innovation tuned to diverse needs of individual and corporate client. Continuous technology up gradation while maintaining human values. Progressive globalization and achieving international standards. Efficiency and effectiveness built on ethical practices.

Product & Services

Personal banking Priority banking.

Corporate
Non-resident Indian

Values
Customer satisfaction through: Providing quality service effectively and efficiently. Smile ,it enhances your face value is a service quality stressed on. Periodic customer service Audits. Maximization of stakeholder value. Success through Teamwork Integrity and people.

Various form to interact

Customer relationship process

Collection of Data

U win the customer

Outbound Calling

Query s

Benefits of CRM
It facilitates identifying an organization's target customers satisfaction and focusing on the best one which helps the firm to optimize their sales and revenue. It provides appropriate training and development to the employees who offer scope for growth and continuous improvement to the staff. It also helps the key functionalities of the firm which includes marketing, sales, research and development, services, lead, and opportunity management.

Conclusion
To conclude, the banking industry is vibrant and active in India, due to technological essential services. The banking industry in India has undergone volatile changes during the last decade and one of the major areas of change has been customer service. Customer relationship management plays a vital role for competition in the banking industries.

Presented by :Vishal Nikhil Mahesh Jitendra Yogesh Vinit

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