K.P.B.

HINDUJA COLLEGE OF
COMMERCE

S.Y.B.B.I
3nd SEMISTER
2008-09
 Group 7
VINIT DALAL 09
KARISHMA DESAI 14
MANASVI GANDHI 17
BHAVIN JHAVERI 21
NIKUNJ MEHTA 29
JIGNESH SHAH 38
RAKSHIT VYAS 56
 Presents

Project On:-

Customer Relationship Management

Topic:- CRM in ICICI BANK

Submitted TO

Prof.
POOJA NAGDEV
 INVESTOR RELATIONS
 ICICI Bank disseminates information on its operations and
initiatives on a regular basis.

 ICICI Bank's dedicated investor relations personnel play a

proactive role in disseminating information to both analysts and
investors and respond to specific queries.
 OVERVIEW
 India's 2nd-largest bank with total assets of Rs. 3,997.95 billion at
31/3/08 & profit after tax of Rs. 41.58 billion for the year ended
31/3/08.

 The Bank has a network of about 1,308 branches & 3,950 ATMs
in India and presence in 18 countries.

 The Bank currently has subsidiaries in the UK, Russia & Canada,
branches in US, Singapore, Hong Kong, Qatar & Dubai
International Finance Centre & representative offices in United
Arab Emirates, China, South Africa, Malaysia and Indonesia.
 FEATURES
 Payable at par cheque book at no extra cost.

 Money Multiplier Facility.

 Internet banking is offered free of cost.

 Nomination Facility is available.

 Interest is payable half yearly.

 NOMINATION
 Nomination facility available for bank deposits.

 There can be only one Nominee for a deposit account whether

held single or jointly.

 Applicants can make nomination by filling up the Form

prescribed under the Banking Companies (Nomination) Rules
1985.
Structure Of Customer

Relationship of ICICI Bank

 CALL CENTERS
 Communication tool that is still used most frequently is
a telephone.

 Personalization of your customer service with call center

is an effective way to improve business communication
via a telephone.

 A call center is a central place where customer and other

telephone calls are handled by an organization.
 All good call centers use some kind of contact manager
software that helps in building a customer database.

 In recent years India has become a major hub of call

center facilities.

 Call centers and IT services are currently employing

about 1.2 million people and transforming into an almost
$2 billion industry.
 INTERNET
 Internet is one of the major advantages of today’s world.

 In Internet, through website People operate their bank

account; they can even withdraw the balance amount or
even deposit their money.

 Today ICICI BANK provides fastest services through

Internet.
 Branch
 Branch is the useful aspect of Customer Interaction
response.

 Customer can move to any Branch of bank solves their

queries (if any).

 ICICI BANK Branch has Separate Inquiry counter for

Customers.
 I-Mobile
 This is the newly launched service by ICICI BANK.

 Now Customers can easily operate their Bank Account

through mobile.

 Airtel has legally signed condition with ICICI BANK

TO operate the Customers Bank Account by putting their
Account no. and pin code.
 Other Services
Banking
 ICICI Bank offers wide variety of Deposit Products to
suit your requirements.

 Convenience of networked branches/ ATMs and facility

of E-channels like Internet & Mobile Banking, Select
any of our deposit products & provide your details
online & our representative will contact you.
 Account services provided by bank

A Savings Account for everyone with

a host of convenient features and
banking channels to transact through.

We understand that a Savings

Account needs to do more after you reach
the age of seniority; we understand your
concerns for safety & security.
 It's really important to help children learn
the value of finances and money management
at an early age.

A combination of unbeatable features

of the Fixed Deposit from ICICI Bank. To
check our current rates and experience
the convenience of an ICICI Bank Fixed
Deposit.
 When expenses are high, you may not
have adequate funds to make big
investments. An ICICI Bank Recurring Deposit lets you
invest small amounts of money every month that ends up
with a large saving on maturity.

Easy receive account is a unique savings a/c

that caters to domestic banking needs, while
offering additional benefits for remittances received
in the account from abroad.
 Credit Cards
 Gold Privilege Account – As good as gold.

 Silver Privilege Account – Solid Silver.

 Blue Privilege Account.

 DEMAT

 Demat Account.

 Trading Account.

 Banking Account.
 INSURANCE

 Life Insurance.

 General Insurance.

 Vehicle Insurance.

 Home Insurance.
 Acknowledgment
 WE THANK PROF. POOJA NAGDEV FOR THE
MOTIVATING SUPPORT & IDEAS GIVEN TO US DURING
THE MAKING OF THE PROJECT WITHOUT WHOM IT
WOULD NOT HAVE BEEN POSSIBLE.

 SPECIAL THANKS TO THE AUDIENCE FOR GIVING US

YOUR TIME & FOR BEARING WITH US.

 WE THANK PROF. POOJA NAGDEV FOR SUCH A

WONDERFUL OPPORTUNITY.