Professional Documents
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FINALLL
FINALLL
ICICI BANK
ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial institution, and was its wholly-owned subsidiary. I ICICI was formed in 1955 at the initiative of the World Bank, the Government of India and representatives of Indian industry. The principal objective was to create a development financial institution for providing medium-term and long-term project financing to Indian businesses. In the 1990s, ICICI transformed its business from a development financial institution offering only project finance to a diversified financial services group offering a wide variety of products and services, both directly and through a number of subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become the first Indian company and the first bank or financial institution from non-Japan Asia to be listed on the NYSE.
ICICI BANK
PROCESS TECHNOLOGY
15% 30%
65%
DO YOU FEEL CRM IS BENEFICIAL & PROFITABLE FOR YOUR BANK??? HOW???
Yes, NKGSB CO-OP BANK CRM is very much beneficial for our bank as we work on mantra of customer is king and the satisfaction of customer is the basic aim, a proper planning to maintain a good relation with customer and implementing the same is necessary. ICICI BANK The result of CRMleads to increase of customers faith in our bank makes him invest more in our bank and therefore CRM leads to increase in a sale which is thereby beneficial & profitable.
ICICI BANK
Customer care units (which are toll free) in all branches. Sms HAPPY or UNHAPPY Compliment/ complain boxes in branches as in on website. Grievance Cell for immediate queries.
ICICI BANK Conduct sessions on planning & investments. Giving every year Best Customer award. SMS on birthdays & anniversaries. Out bound sales team s sent.
8 and
ICICI BANK
EPOS
CALL CENTRE
SHOULD SOME PRINCIPLES & GUIDELINES BE GIVEN TO ALL BANKS FOR MAINTAINING CRM??? OR MADE COMPULSARY ???
ICICI BANK NO
It s not necessary that every bank should follow CRM. It should not be made compulsary it can lead to chos in INDIAN BANKING SECTOR. It s better that every bank plans & makes their own stratergies for developing CRM p their requirements.
CONCLUSION
From this project we learn that how much CRM is important as well as beneficial for banks in toadys world. We came to know about the process and working of CRM in banks and how their customers are connected with them. We compared two banks i.e. NKGSB and ICICI BANK and by visiting and observing their CRM structure we came to a conclusion that CRM which itself speaks maintaing good relation with customer in their own different ways.