A

X
I Customer
S Relationship
B
Management
A
N
K
1
 Need For CRM

Consumers largely select their banks based on how

convenient is the location of bank to their homes or offices.

The pressures of competitive and dynamic markets have

contributed to the growth of CRM in the Financial Services
Sector. 

2
N
E Analysis suggests that a 5% increase in
customer retention can increase profitability
E by 35% in banking business, 50% in
insurance and brokerage, and 125% in the
D FOR consumer credit card market.

Private Banks have traditionally viewed

C themselves as exceedingly 'Customer
Centric' offering what they believe to be
R highly personalized services to the High Net
Worth Customers.

M 3
 Need For CRM

Traditionally, few people changed their banks unless

serious problems occurred.

Today, financial institutions can no longer rely on these

committed relationships or established marketing
techniques to attract and retain customers.

The Internet revolution.

4
B Over time, retail bank customers tend to
E increase their holding of the other products from
across the range of financial products / services
N available.

E Long-term customers are more likely to

become a referral source.

F The longer a relationship continues, the better

a bank can understand the customer.
I Customers in long-term relationships are more
T comfortable with the service, the organization,
methods and procedures.

S 5
A •Axis Bank was the first of the new private
B banks to have begun operations in 1994,
after the Government of India allowed new
O private banks to be established.

U •The Bank was promoted jointly by the

Administrator of the specified undertaking of
T the Unit Trust of India (UTI - I), Life
Insurance Corporation of India (LIC) and
General Insurance Corporation of India (GIC)
THE and other four PSU insurance companies, i.e.
National Insurance Company Ltd., The New
B India Assurance Company Ltd., The Oriental
Insurance Company Ltd. and United India
A Insurance Company Ltd.

N •The Bank's Registered Office is at

Ahmedabad and its Central Office is located
K at Mumbai.
6
Products
•Investment Banking

•Corporate Banking

•Retail Banking

•Private Banking

•Investment Management

•Mortgage Loan

•Credit Card

7
 Private banking and CRM

Private Banks have traditionally viewed

themselves as exceedingly 'Customer Centric' .

They believe in the concept of “The

wealthier the customers, the more demanding
they are”.

The first step towards successfully winning,

of private banking is to understand what
customers wants and needs are.

Their prime focus is to create differentiated

customer experience.
8
CRM- AN Investment

9
 Strategies For
Effective CRM
To get as a credible player in the market, Axis bank
Made their customers experience the best with priority
banking and treated them as a king.

They categorized their clients in three sections :

The Basic Customer Experience. ( Standard Banking )

The Segment-Specific Experience. ( Priority Banking )

The Organization-Specific Experience. ( Corporate

10 Banking )
 Communicating with your customers.
E Checking unusual movements on your
- account.

C Providing tremendous opportunities to

your clients.

R Managing customer's questions flow.

M Secure the banks business models .

24 Hours Banking

Online Tax Deposits

11
 Benefits of E-CRM
Key Benefits of Implementing such CRM software for
Banking:

360-Degree Client View.

Manage Leads & Opportunities.

Automate Team- and Role-based Processes.

Generate Executive Reports.

Regulatory Compliance & Security.

12
S  Deposits

E
 Accounts
 Loans
 Cards

R 


Insurance
Cash Management Service

V 


Mutual Funds
ATMs

I
 E Banking Or Online Banking
 Bill Payment Service
 Tax Payment Service

C 


Tele Banking
Online Trading

E Direct Tax Collection



 Central Excise
Service Tax
S


13
14
T
H
A
N
K

Y Presented By:-
15

O Anuj Jain, 16
Anuj Srivastava, 17
U Puneet Lakhina, 69