hdfc bank of rohan (touch me)
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HDFC BANK
INDUSTRY/SECTOR PROFILE
BANKING
Definition of banking
Banking in a traditional sense is the business of accepting deposits money
from public for the purpose of lending and investments. These deposits can have a
distinct feature of being withdrawal by cheques, which no other financial
institution can offer.
Dr. Paget in Law of Banking states, No one and no body, corporate or
otherwise, can be a banker who does not:
i. Conduct Current Accounts
ii. Pays cheques drawn on himself
iii. Collects cheques for his customers
Banking in India is fairly mature in terms of supply, product range
and reach-even through the reach in rural India still remain a challenge for the
private sector and foreign banks. In terms of quality of assets and capital adequacy,Indian banks are considered to have a clean, strong and transparent balance sheet
relative to other banks in comparable economics in its region. The autonomous
body (self-governing) has minimal pressure from the government. The stated1
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HDFC BANK
policy of the bank on Indian rupees is to manage volatility but without any fixed
exchange rate and this has mostly been true.
With the growth in Indian economy expected to be strong for quite some time
especially in its service sector the demand for banking services, especially retail
banking, mortgages and investment services are expected to be great.
Without a sound and effective banking system in India it cannot have a healthy
economy. The banking system of India should not only be hassle free but it should
be able to meet new challenges posed by the technology and any other external andinternal factors.
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HDFC BANK
RESERVE BANK OF INDIA
A central bank, reserve bank or monetary authority is the entity responsible
for the monetary policy of a country or a group of member of state. It prime
responsibility is to maintain the stability of national currency and money supply,
but more active duties includes controlling subsidize-loan, interest rates and acting
as a lender or last resort to the banking sector during financial crises. It could also
have supervisory powers, to ensure that banks and other financial institutions do
not behave recklessly or fraudulently.3
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HDFC BANK
The RBI handles the cash reserves of other banks in the country. It acts as a "Bank
of Banks". It makes the transactions or transfers of money and payments
occurring between the banks much easier
FUNCTION OF RBI
The functions are classified into three heads, viz.,
A) Traditional functions
B) Promotional functions and
C) Supervisory functions. Lets see the detailed account in these head
A) Traditional functions
1. Monopoly of currency notes issue
2.Agent and advisor to the Government
3.Custodian of the foreign exchange reserves
4. Maintaining the external value of domestic currency
5.Ensures the internal value of the currency
6.Publishes the Economic statistical data
7.Fight against economic crisis and ensure stability of Indian economy.
8. The banker to the Government of India and the State governments. It manages
the public debt. It undertakes to accept money on behalf of the Government and
make payment on its behalf etc.
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HDFC BANK
B) Promotional functions
1. Provides refinance for export promotion.
2. Expansion of the facilities for the provision of the agricultural credit through
NABARD.
3. Extension of the facilities for the small scale industries.
4. Helping the Co-operative sectors.
5. Prescribe the minimum statutory requirement.
C) Supervisory functions
1. Granting license to Banks.
2.Inspects and makes enquiry or determine position in respect of matters under
various sections of RBI and Banking regulations
3.Periodical review of the work of the commercial banks
4.Giving instruction to commercial banks
5.Control the non-banking finance corporation
6.Ensuring the health of financial system through on-site and off-site
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HDFC BANK
BANKING STRUCTURE IN INDIA
Scheduled Banks in India
(A) Scheduled Commercial Banks
Public sector
Banks
Private sector
Banks
Foreign Banks
in India
Regional Rural
Bank
(27) (29) (31) (133)
Nationalized
Bank
Other Public
Sector Banks
(IDBI)
SBI and its
Associates
Old Private
Banks
New Private
Banks
(B) Scheduled Cooperative Banks
Scheduled Urban Cooperative Scheduled State Cooperative
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HDFC BANK
Banks (55) Banks (31)
Here we more concerned about private sector banks and competition among them.
Today, there are 29 private sector banks in the banking sector: comprising of mixture
of old Private sector banks and some new private sector banks.
These new banks have brought in state-of-the-art technology and aggressively
marketed their products. The Public sector banks are facing a stiff competition from
the new private sector banks. The banks which have been setup in the 1990s under
the guidelines of the Narasimham Committee are referred to as NEW PRIVATE
SECTOR BANKS.
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HDFC BANK
INTRODUCTION HDFC BANK
During the research work done for HDFC Bank in Bilaspur (C.G) area. The
project starts with studying the products and services offered by HDFC Bank. The
objective is to study the value of existing customer for bank by regularly
contacting on phone, taking appointments and meeting them with this the customer
problem and quires are known and to make sure they are satisfied with the bank
services with this ultimately leads to satisfaction.
This study helps in identifying the problem areas and thereby overcoming this
problem will help the company to enhance customers connections with the
company. This research was undertaken for a period of 2 months during which a
majority of customers are taken as a part of project by interviewing them.
The next part of the project is identifying the most profitable and least
profitable customers which depend on how a customer generates profit in terms of
all the expenses incurred on the part of the bank and all the revenues is earned
from the product. Basically dealing with the non profitable customer andconverting them into profitable band at this customer relationship is very
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HDFC BANK
important. Their staffs are busy working to acquiring new customer and paying a
less attention on old customers.
The customer access screens ( FINWARE) used by Relationship manager which
include the complete information about account holder and details of customer
which is helpful for him to contact on phone and profitability code is mentioned (
BANDING), so employees can know whether they are dealing with a 5, 4, 3, 2, or 1
band of customers. And while cross selling the products to customer profitability
band is very important.
BANDING
HDFC Bank classify their customers under five different types of band of
customer which is helpful for Relationship Manager in identifying to which type of
customer he is dealing this process is called is banding it is a continuous process.
This is helpful for Relationship Manager or Personal Banker in
differentiating customer as which one is most profitable and least profitable
customers. This also shows customer loyalty with bank in terms of his transactions
and available balance. If a customer is loyal toward bank then only bank can
generate revenue thus Banding is done on the basis of revenues generated from the
customers. The first two bands deal with non profitable customers. And the next
three bands deal with the Profitable ones.
The profits from the customers are considered on a yearly basis.
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HDFC BANK
Bands Profit
1. Profit1k
4. 2.5k >Profit5k
Thus from the above diagram it is clear that Band 1 customers are those who
generate negative profits for the bank. Band 2 customers are those who generate
zero profit for the bank*. Customers generating profit more than one thousand
rupees and less than two thousand five hundred rupees annually are kept under
Band 3. The customers who fall under the profit class of more than two thousand
five hundred rupees and less than five thousand rupees annually are under Band 4.
And the highest band is of those customers who generate profits more than five
thousand rupees annually.
HDFC BANK TRIES TO MAINTAIN RELATIONSHIP WITH
CUSTOMER IN FOLLOWING WAYS:
HDFC BANK GIVIES INFORMATION:
You can get information on interest rates, common fees and charges through
any one of the following: Looking at the notices in our branches; phoning our10
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HDFC BANK
branches or help-lines; Looking on our website; Asking our help desk; Referring to
the service guide.
HDFC BANK HELPS YOU TO UNDERSTAND HOW THERE FINANCIAL
PRODUCTS AND SERVICES WORK BY:
HDFC Bank provides you information about them in any one or
more of the following languages: Hindi, English or the
appropriate local language. Ensuring that there advertising and
promotional literature is clear and not misleading .Ensuring that
you are given clear information about their products and
services, the terms and conditions and the interest rates/service
charges, which apply to them. HDFC Bank provides you
information on what are the benefits to you, How you can avail ofthe benefits, and whom you can contact for addressing you
queries. Advise you what information/documentation we need
from you
HDFC BANK HELP YOU USE YOUR ACCOUNT OR SERVICE BY:
Provides you a Relationship manager or personal banker which helps you in
assisting your transactions.
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HDFC BANK
Providing you regular appropriate updates.
BEFORE YOU BECOME A CUSTOMER HDFC BANK WILL:
Give you clear information explaining the key features of the services and
products you tell us you are interested in;
Give you information on any type of products and services which we offer
and that may suit your needs;
Tell you if we offer products and services in more than one and tell you how
to use them;
Tell you what information we need from you to prove your identity and
address
DEAL QUICKLY AND EFFECTIVELY WITH YOUR QUERIES AND
COMPLAINTS BY:
Offering channels for you to route your queries.
Listening to you patiently.
Accepting our mistakes, if any.
Correcting mistakes/ implementing changes to address your queries.
Communicating our response to you promptly. Telling you how to take your complaint forward if you are not satisfied with
the response.
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HDFC BANK
HDFC BANK EFFORT TO ENSURE SATISFACTION OF CUSTOMERS:
Promote good and fair banking practices by setting minimum standards in
dealing with you
Increase transparency so that you can have a better understanding of what
you can reasonably expect of the services;
Encourage market forces, through competition, to achieve higher operating
standards;
Assisting a personal banker to customers who can look after his accounts
and give timely updates.
About HDFC Bank
Bank is one amongst the firsts of the new generation, tech-savvy commercial
banks of India, was set up in January 1995, after the Reserve Bank of India
allowed setting up of Banks in the private sector. The Bank was promoted by the
Housing Development Finance Corporation Limited, a premier housing finance
company (set up in 1977) of India.
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HDFC BANK
The banks competitive strength clearly lies in the use of technology and the
ability to deliver world-class service with rapid response time. Over the last 15
years, the bank has successfully gained market share in its target customer
franchises while maintaining healthy profitability and asset quality.
HDFC Bankwas the first bank in India to launch an International Debit Card
in association with VISA (VISA Electron) and issues the MasterCard Maestro
debit card as well. The Bank launched its credit card business in late 2001. By
September 30, 2005, the bank had a total card base (debit and credit cards) of 5.2
million cards. The Bank is also one of the leading players in the merchant
acquiring business with over 50,000 Point-of-sale (POS) terminals for debit / credit
cards acceptance at merchant establishments.
HDFC Bank Limited (the Bank) operates in three segments: retail banking,
wholesale banking and treasury services.
RETAIL BANKING SERVICES:
The objective of the Retail Bank is to provide its target market customersFull range of financial products and banking services, giving the customer a one-
stop window for all his/her banks requirements. The products are backed by world-
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HDFC BANK
class service and delivered to the customers through the growing branch network,
as well as through alternative delivery channels like ATMs, Phone Banking, Net
Banking and Mobile Banking.
The Bank also has a wide array of retail loan products including Auto Loans,
Loans against marketable securities, Personal Loans and Loans for Two-wheelers.
It is also a leading provider of Depository Participant (DP) services for customers,
providing customers the facility to hold their investments in electronic form.
WHOLESALE BANKING SERVICES:
The Bank s target market ranges from large manufacturing companies in
the Indian corporate to small & mid-sized corporate and agri-based businesses. For
these customers, the Bank provides a wide range of commercial and transactional
banking services, including working capital finance, trade services, transactional
services, cash management, etc.
The bank is also a leading provider of structured solutions, which combine
cash management services with vendor and distributor finance for facilitating
superior supply chain management for its corporate customers. Based on its
superior product delivery / service levels and strong customer orientation, the Bank
has made significant inroads into the banking consortia of a number of leading
Indian corporate including multinationals, companies from the domestic business
houses and prime public sector companies. It is recognized as a leading provider of
cash management and transactional banking solutions to corporate customers,
mutual funds, stock exchange members and banks.
TREASURY:
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HDFC BANK
Within this business, the bank has three main product areas Foreign
Exchange and Derivatives, Local Currency Money Market & Debt Securities, and
Equities. With the liberalisation of the financial markets in India, corporates need
more sophisticated risk management information, advice and product structures.
These and fine pricing on various treasury products are provided through the bank
s Treasury team. To comply with statutory reserve requirements, the bank is
required to hold 25% of its deposits in government securities. The Treasury
business is responsible for managing the returns and market risk on this investment
portfolio.The Bank offers derivative products to its customers, who use them to
hedge their market risks, within the framework of regulations as may apply from
time to time. The Bank also deals in derivatives on its own account and also for the
purpose of its own balance sheet risk management. The operations of HDFC
Securities Ltd. have been classified under the retail banking segment.
BRANCH NETWORK:
Currently as on March 31, 2010, the Banks distribution network was at 1,725
branches and 4,232 ATMs in 779 cities as against 1,412 branches and 3,295 ATMs
in 528 cities as of March 31, 2009. The Banks total customer base touched 19
million as of March 31, 2010. The bank offers many innovative products &
services to individuals, corporate, trusts, governments, partnerships, financial
institutions, mutual funds, insurance companies.It is a path breaker in the Indian banking sector.
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HDFC BANK
MISSION AND BUSINESS STRATEGY:
Our mission is to be "a World Class Indian Bank", benchmarking ourselves
against international standards and best practices in terms of product offerings,
technology, service levels, risk management and audit & compliance. The
objective is to build sound customer franchises across distinct businesses so as to
be a preferred provider of banking services for target retail and wholesale customer
segments, and to achieve a healthy growth in profitability, consistent with the
Bank's risk appetite. We are committed to do this while ensuring the highest levels
of ethical standards, professional integrity, corporate governance and regulatory
compliance.
HDFC Bank is a young and dynamic bank, with a youthful and enthusiastic
team determined to accomplish the vision of becoming a world-class Indian bank.
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HDFC BANK
Our business strategy emphasizes the following:
Increase our market share in Indias expanding banking and financial
services industry by following a disciplined growth strategy focusing on quality
and not on quantity and delivering high quality customer service., Leverage our
technology platform and open saleable systems to deliver more products to more
customers and to control operating costs., Maintain our current high standards for
asset quality through disciplined credit risk management. Develop innovative
products and services that attract our targeted customers and address inefficiencies
in the Indian financial sector. Continue to develop products and services that
reduce our cost of funds. Focus on high earnings growth with low volatility. HDFC
Bank business philosophy is based on four core values - Customer Focus,
Operational Excellence, Product Leadership and People. We believe that the
ultimate identity and success of our bank will reside in the exceptional quality of
our people and their extraordinary efforts. For this reason, we are committed to
hiring, developing, motivating and retaining the best people in the industry.
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HDFC BANK
BALANCE SHEET: As of March 31, 2010
The Banks total balance sheet size increased by 21.4% from Rs.183, 271
crores as of March 31, 2009 to Rs. 222,459 crores as of March 31, 2010.
Total gross advances as of March 31, 2010 were Rs. 127,262 crores, an
increase of 27.0% over March 31, 2009.
Total deposits were at Rs. 167,404crores, an increase of 17.2% over March
31, 2009. Savings account deposits grew 42.9% over the previous year to
reach Rs. 49,877 crores, while current account deposits at Rs. 37,227 crores,
registered a growth of 30.9% over the same period.
As a result, the core CASA ratio was at 50% of total deposits as at March
31, 2010 as compared to 45% as of March 31, 2009
PROFIT & LOSS ACCOUNT: Year ended March 31, 2010
For the year ended March 31, 2010, the Bank earned total income of Rs.
19,980.5 crores.
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HDFC BANK
Net revenues (net interest income plus other income) for the year ended
March 31, 2010 were Rs.12, 194.2 crores, up by 13.8% over Rs. 10,711.8
crores for the year ended March 31, 2009.
The Banks net profit for year ended March 31, 2010 was Rs. 2,948.7 crores,
up 31.3%, over the year ended March 31, 2009.
Consolidated net profit for the Bank increased by 33.6% to Rs. 3,003.7
crores for the year ended March 31, 2010.
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HDFC BANK
Awards and Achievements - Banking Services
HDFC Bank began operations in 1995 with a simple mission: to be a"World-class Indian Bank". We realized that only a single-minded focus on
product quality and service excellence would help us get there. Today, we are
proud to say that we are well on our way towards that goal.
It is extremely gratifying that our efforts towards providing customer
convenience have been appreciated both nationally and internationally. Some
appreciations received by HDFC Bank:
In 2010
Euromoney Private Banking and Wealth Management Poll 2010-1) Best
Local Bank in India (second year in a row). 2) Best Private Banking
Services overall (moved up from No. 2 last year)
ACI Excellence Award 2010-Highly commended-Asia Pacific HDFC Bank
Avaya global connect 2010-Customer Responsiveness Award - Banking &
Financial Services category
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HDFC BANK
Financial Express - Ernst Young Survey 2009-10-Best New Private Sector
Bank
The Asset Triple A Awards- Best Cash Management Bank in India.
Global Finance Award- Best Trade Finance Provider in India for 2010
Business Today Best Employer Survey-Listed in top 10 Best Employers in
the country
HDFC Bank has received many awards and accolades between 2007 and 2009.
The list goes like this:
Dun & Bradstreet American Express Corporate Best Bank Award
2007
Nasscom IT User Award 2008
Asian Banker Best Retail Bank in India Award 2009
Fe Best Bank Awards 2009
UTI MF-CNBC TV18 Financial Advisor Awards 2009
Euro money Awards 2009
Asia Money 2009 Awards
IBA Banking Technology Awards 2009
IDRBT Banking Technology Excellence Award 2008
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HDFC BANK
HDFC Bank is aware that all these awards are mere milestones in the
continuing, never-ending journey of providing excellent service to our customers.
We are confident, however, that with your feedback and support, we will be able to
maintain and improve our services.
PRODUCT PROFILE:-
HDFC Bank offers a bunch of products and services to meet the every need
of the people. The company cares for both, individuals as well as corporate and
small and medium enterprises. For individuals, the company has a range accounts,
investment, and pension scheme, different types of loans and cards that assist the
customers. The customers can choose the suitable one from a range of products
which will suit their life-stage and needs. For organizations the company has a host
of customized solutions that range from funded services, Non-funded services,
Value addition services, Mutual fund etc. These affordable plans apart from
providing long term value to the employees help in enhancing goodwill of the
company.
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HDFC BANK
HDFC Bank brings banking at your doorstep. Select any of our deposit
products and provide your details online and our representative will contact you for
Account Opening.
The products of the company are categorized into various sections which are as
follows:
Accounts and deposits.
Cards.
Loans.
Investments and Insurance.
Forex and payment services.
Customer center.
PRODUCTS AND SERVICES AT A GLANCE
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HDFC BANK
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ACCOUNTS &
DEPOSITS
LOANS INVESTMENTS &
INSURANCE
- Regular Savings Account
- Savings Plus Account
- Savings Max Account
- Senior Citizens Account
- No Frills Account
- Salary Account
- Kid's Advantage
Account
- Pension Saving Bank
Account
- Family Savings Account
- Plus Current Account
- Trade Current Account
- Premium Current
Account
- Regular Current Account
- Apex Current Account
- Max Current Account
- Merchant Current
Account
- Regular Fixed Deposit
-Recurring Deposits.
- Personal Loans
- Home Loans
- Two Wheeler Loans
- New Car Loans
- Used Car Loans
- Overdraft against Car
- Express Loans
- Loan against Securities
- Loan against Property
-Loan against Rental
Receivables
-Health care finance
-Tractor Loans
- Commercial Vehicle
Finance
- Working Capital Finance
- Construction Equipment
Finance
- Mutual Funds
- Tax Planning
- Insurance
- Bonds
- Financial Planning
- Knowledge Centre
- Equities & Derivatives
- Mudra Gold Bar
- Mudra silver Bar
CARDS
- Credit cards
- Debit cards
- Prepaid cards
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HDFC BANK
SAVINGS ACCOUNTS
During our project course of time some savings and current account where
studied and sell of accounts where done in detail. Therefore HDFC Bank offers
you a power packed Savings Account with a host of convenient features and
banking channels to transact through. So now you can bank at your convenience,
without the stress of waiting in queues like.
Regular saving account
Max saving account
Classic saving account
Preferred saving account
REGULAR SAVING ACCOUNT
An easy-to-operate savings account that allows you to issue cheques, draw
Demand Drafts and withdraw cash. Check up on your balances from the comfort of
your home or office through Net Banking, Phone Banking and Mobile Banking.
A minimum deposit of Rs. 10,000/- is required to open an account and thereafter
an Average Quarterly Amount of the same amount has to be maintained. If the
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HDFC BANK
balance falls below Rs. 10,000/- a service charge of Rs. 750/- will be levied per
quarter. Withdraw cash from any of the ATM* centers spread Across the country.
Some key Features and Benefits are as under:
Bank conveniently with facilities like Net Banking and Mobile Banking-
check your account balance, pay utility bills or stop cheque payment,
through SMS
Avail of facilities like Safe Deposit Locker, Sweep-In and Super Saver
facility on your account Shop using your International Debit Card that
reflects the actual balance in your savings account.
Free Insta Alerts for all account holders for lifetime of the account
Free Payable-at-Par cheque book, without any usage charges upto a limit of
Rs.50,000/- per month
Free NetBAnking, PhoneBanking, Email Statement, Quarterly Account
statement etc
MAX SAVING ACCOUNT
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HDFC BANK
Presenting Savings Max account, loaded with maximum benefits to make your
banking experience a pleasure. By maintaining an average quarterly balance of just
Rs. 25,000/- you get a host of premium services from HDFC Bank absolutely
free*.
Some key Features and Benefits are as under:
Free unlimited transactions: Cash withdrawal and balance enquiry, at all
HDFC Bank ATMs & at all non HDFC Bank domestic ATMs using your
HDFC Bank Debit Card
Free Payable-at-Par (PAP) cheque book, without any usage charges up to a
limit of Rs. 2 lac per month. And Free Demand Drafts on HDFC Bank
locations, up to a limit of Rs. 1 lac per day
Free Gold Debit Card, Free Monthly Statement of Account, Free
NetBanking, PhoneBanking & MobileBanking and InstaAlerts for all
account holders for lifetime
Account opening charges Rs.399/- only for Demat a/c against Regular
pricing at Rs. 799/-
Free National Electronic Fund Transfer facilities and Free monthly
statements.
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http://www.hdfcbank.com/personal/Cards/Debit_Cards/EasyShop_Gold_Debit_Card/dc_gold.htmhttp://www.hdfcbank.com/personal/access/netbanking/netbanking.htmhttp://www.hdfcbank.com/personal/access/phonebanking/phonebanking.htmhttp://www.hdfcbank.com/applications/misc/mobilebanking.asphttp://www.hdfcbank.com/personal/access/instaalerts/insta.htmhttp://www.hdfcbank.com/personal/Cards/Debit_Cards/EasyShop_Gold_Debit_Card/dc_gold.htmhttp://www.hdfcbank.com/personal/access/netbanking/netbanking.htmhttp://www.hdfcbank.com/personal/access/phonebanking/phonebanking.htmhttp://www.hdfcbank.com/applications/misc/mobilebanking.asphttp://www.hdfcbank.com/personal/access/instaalerts/insta.htm -
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HDFC BANK
CLASSIC SAVING ACCOUNT
If you want to experience banking beyond the ordinary, our HDFC Bank
Classic Program is just for you. Becoming an HDFC Bank Classic customer
entitles you to a host of benefits, including a bouquet of preferentially priced
products and specialized Investment solutions. To ensure that you make a most of
these offering, you are assigned a PERSONALBANKERwho will be the one point
contact for all your banking needs.
Some key Features and Benefits are as under:
As a Classic customer, you can avail a Classic Easy Shop Gold Debit cardfor Free without any annual charge and a limit of Rs. 50,000/- per day on
ATM withdrawals
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HDFC BANK
You would be offered a life time free HDFC Bank Platinum Credit Card
No charges for non maintainence of Average quarterly balance
Locker facilities at a 50% discount on annual locker rental rates.
Classic customers are entitled to enjoy reduced pricing on select loan
products.
Free Mobile Banking, Net Banking and Phone banking, none of which you
have to pay for!
As a Classic customer, you will receive a statement every month. If you
transact on non-HDFC Bank ATMs, the charges for balance enquiry and
cash withdrawal will be waived. You can avail of this benefit on transactions
on any non-HDFC Bank ATM across the country.
If you transact on non-HDFC Bank ATMs, the charges for balance enquiry
and cash withdrawal will be waived.
Eligibility criteria is the A minimum Average quarterly balance of Rs. 1lakh in
saving bank accounts
CURRENT ACCOUNTS
A current account is a form of deposit wherefrom withdrawals are allowed
any number of times depending upon the balance in the account or up to a
particular agreed amount and shall also be deemed to include other deposit
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HDFC BANK
accounts that are neither savings deposit nor term deposits. HDFC bank offers you
various types of current account according to your business requirements like.
HDFC Regular Current Account, Premium Current Account, Trade Current
Account, Plus Current Account, Max Current Account, Apex Current Account etc
and may more
REGULAR CURRENT ACCOUNT
A Current account is ideal for carrying out day-to-day business transactions.
With the HDFC Bank Regular Current Account, you can access your account
anytime, anywhere, pay using payable at par cheques or deposit cheque at any
HDFC bank branch. .
Regular Current Account requires you to maintain an average quarterly
balance of only Rs. 10,000.
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HDFC BANK
Some key Features and Benefits are as under:
Inter-city Account to accounts funds transfer between HDFC Bank
accounts at a nominal charge of Rs.15/- per transactions
Free Demand Draft and Pay Order above 1lakh and flat charger below a
limit with nominal charges
Payable at par cheque book at nominal price
Register forInstaAlert
service and receive updates on your account as and
when the select transaction happens
HDFC Bank offers you Doorstep Banking* the services like Cash & Cheque
Pickup and Cash Delivery, through a reputed agency.
Free payments and collections through NEFT and RTGS collection. RTGS
payment @ Rs.25/- per transaction
Enjoy facilities like 24-hourPhoneBanking,NetBanking and
MobileBanking that helps you check your balance & transaction details, find
out the status of your cheque or stop cheque payment.
PREMIUM CURRENT ACCOUNT
You can avail benefits of inter-city banking account with Premium Current
Account, that requires an average quarterly balance of only Rs. 25,000, offersPayable-At-Par cheque book facility & FREE inter-city clearing transactions
across our network up to Rs.25 Lacs per month.
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HDFC BANK
Some key Features and Benefits are as under:
Inter-city Account to accounts funds transfer between HDFC Bank accounts
at a nominal charge of Rs.15/- per transactions.
Free Demand Draft and Pay Order above 1lakh and flat charger below a
limit with nominal charges
100 cheque leaves free per month
Register forInstaAlert
service and receive updates on your account as and
when the select transaction happens
Free cash deposits up to Rs.3lakh, deposit of above Rs.3lakh you will be
charged @Rs2 per Rs.1000
Free anywhere collection & payment within HDFC Bank branch network
up to Rs.25 lacs per month
Free NEFT Transactions and Free RTGS collection
HDFC Bank offers you Doorstep Banking*
Enjoy facilities like 24-hourPhone Banking,NetBanking and
MobileBanking to access your account.
TRADE CURRENT ACCOUNT
Today's changing business requirements, you need to transfer funds across
cities, and time is of the essence. HDFC Bank Trade Current Account gives you
the power of inter-city banking with a single account33
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HDFC BANK
Trade Current Account requires you to maintain an average quarterly balance of
Rs. 40,000.
Some key Features and Benefits are as under:
Free Account to account funds transfer between HDFC Bank accounts.
Free RTGS/NEFT Transactions
Free up to30
Demand Drafts (DD and pay orderper month and can be
issued from any HDFC Bank Branch.
Free anywhere collection & payment within HDFC Bank branch network up
to Rs.50 lacs per month.
200 "At Par" cheque leaves perfree month .
Register forInstaAlert service and receive updates on your account as and
when the select transaction happens.
Free cash deposits up to Rs.5lakh, deposit of above Rs.5lakh you will be
charged @Rs2 per Rs.1000
HDFC Bank offers you Doorstep Banking*,
Enjoy facilities like 24-hourPhoneBanking,NetBanking and
MobileBanking that helps you check your balance & transaction details, find
out the status of your cheque or stop cheque payment.
34T.Y.BCOM(BANKING&INSURANCE)
http://www.hdfcbank.com/personal/access/phonebanking/phonebanking.htmhttp://www.hdfcbank.com/personal/access/netbanking/netbanking.htmhttp://www.hdfcbank.com/applications/misc/mobilebanking.asphttp://www.hdfcbank.com/personal/access/phonebanking/phonebanking.htmhttp://www.hdfcbank.com/personal/access/netbanking/netbanking.htmhttp://www.hdfcbank.com/applications/misc/mobilebanking.asp -
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HDFC BANK
PLUS CURRENT ACCOUNT
In today's fast-paced world, your business regularly requires you to receive
and send funds to various cities in the country. HDFC Bank Plus Current Account
gives you the power of inter-city banking with a single account].
From special cheques that get treated at par with local ones in any city
where we have a branch, to Free collection of outstation cheques (payable at
branch locations), to free inter-city funds transfers of up to 100 lakhs, bank s
priority services have become the benchmark for banking efficiency.
Plus Current Account requires you to maintain an average quarterly balance of Rs.
100,000
Some key Features and Benefits are as under:
Faster collection of outstation cheques and Free Account to Account funds
transfer between HDFC Bank accounts
Free anywhere collection & payment transactions (clearing) within HDFC
Bank branch network , up to Rs.100 lacs per month.
Free RTGS/NEFT Transactions
Free up to 50 Demand Drafts (DD and pay orderper month and can be
issued from any HDFC Bank Branch.
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HDFC BANK
300 "At Par" cheque leaves perfree month .
Free cash deposits up to Rs.10lakh, deposit of above Rs.10 lakh you will be
charged @Rs2 per Rs.1000
Enjoy facilities like 24-hourPhoneBanking,NetBanking and
MobileBanking that helps you check your balance & transaction details, find
out the status of your cheque or stop cheque payment
36T.Y.BCOM(BANKING&INSURANCE)
http://www.hdfcbank.com/personal/access/phonebanking/phonebanking.htmhttp://www.hdfcbank.com/personal/access/netbanking/netbanking.htmhttp://www.hdfcbank.com/applications/misc/mobilebanking.asphttp://www.hdfcbank.com/personal/access/phonebanking/phonebanking.htmhttp://www.hdfcbank.com/personal/access/netbanking/netbanking.htmhttp://www.hdfcbank.com/applications/misc/mobilebanking.asp -
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HDFC BANK
Scope And Objectives of the Project
Scope of study:
The scope of the project was quite wide because in this project an attempt was
made to Analysis of Customer Relationship Management in HDFC Bank.
Therefore customer relationships management is at the heart of every business
success. With CRM, you will easily understand customer requirements, meet those
needs effectively, and predict market trends and conditions
A CRM program will allow a business to make new customers, service the
customers, increase the value of the customer to the company, retain good
customers, and determine which customers can be retained or given a higher level
of service and turning them into loyal customers and ultimately increasing the
profit for banks.
The customers satisfaction is also know why they preferred HDFC Bank and
factor influencing there satisfaction level. As Customer is very important for the
company there contribute profitability for company but it is not necessary that
every customer generate revenue for company; hence the scope of the project is to
identify the non profitable customer i.e. band 1 and band 2 customer to push them
into profitable customer. The suggestions was undertaken i.e. cross selling and
products were cross sold to them during the course of the project, thus generating
revenues for the bank..
Therefore customer satisfaction is very necessary as when the customerdelighted he switch to more product and services. Thus we can see that the scope
of this research was very wide and comprehensive.
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HDFC BANK
Statement of problem.
What is effectiveness of CRM in development of customer satisfaction
The objective of the study is to identify how a customer is profitable to HDFC
Bank and to enhance the profitability of Band 1 and 2 customers.
Objectives of study
1. Study of products and services offered to retail customers.
2. Ascertaining the behavior and perception of the existing customers towards
products/ services in banking.
3. Study the value of existing customers and reduced cost associated with servicing
them and ways to increasing the overall efficiency of bank performance.
4. Identifying the most profitable and least profitable customer (Banding)
5. To identify and study the various ways of ensuring customer satisfaction
adopted by HDFC bank.
6. Receiving the customer feedback that leads to new and improved product and
services.
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HDFC BANK
Data Analysis and Interpretation of Questionnaires
1.The following chart shows that respondents having what type of account in
HDFC bank
INTERPRETATION
Above graphical representation shows that 37% of them are having saving account.
Least of them are having current account.
2.The following chart shows that the numbers of customers having account for
many long time.
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HDFC BANK
INTERPRETATION
Above graphical representation shows that 46% of them are possessing account in
HDFC Bank since last 1-2 years.
3. The following chart shows that respondents having what total numbers ofaccount in HDFC bank
INTERPRETATION
Above graphical representation shows that 42% customers are having single
accounts.
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HDFC BANK
4. The following chart shows that customer holding total numbers of Products with
them of HDFC bank.
INTERPRETATION
Above graphical representation shows that 42% of customer holding more than
two products
5 .This charts shows the percent of customer making investments in HDFC Bank
and where they have invested their money.
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HDFC BANK
INTERPRETATION
In this chart, it is shown that 36% dont make any type of investments and 64% of
customers make investments in HDFC Bank and out of 64% of customers 40 % do
fixed deposits, 37% makes life insurance and 23% invest in mutual funds.
6.Chart shows the percent of customer using credit card of HDFC Bank.
INTERPRETATION
Above graphical representation shows that 37% of customers having
Credit cards of HDFC Bank and 63% have not taken any type of Credit card.
7. This chart shows the percent of customer taken loan from HDFC Bank.
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HDFC BANK
INTERPRETATIO
Above graphical representation shows that 39% of customers have taken
loan form HDFC Bank and 61% have not taken any type of loan.
8. This Question shows that the numbers customers currently using services of
HDFC Bank and option where given of multiple choice.
INTERPRETATION
Above graphical representation shows that majority of customers using
debit card i.e.81, while the numbers of credit card customers are 37, 48 and 69 of
customers avails the benefit of net banking and Insta alert provided to them and
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HDFC BANK
19 of them are using National Electronic Fund Transfer (NEFT) mainly this type
of services current account users are using and 24 number of customer using
phone/mobile banking.
9. This question shows percentage of customers why do preferred HDFC Bank for
opening of an account with them and the option where given of multiple choice.
INTERPRETATION
Above graphical representation shows that most of them go for brand name
i.e. 32%, 11 % opened an account with the reference of existing holder, after that
24% of customers are attracted toward facilities and benefits, 19 % for less
processing time because when their funds come to banks transaction is quickly,
only 9 % preferred because bank is near their home or offices.
10. This question shows percentage of customers rating the relationship effort
adopted by HDFC Bank.
INTERPRETATION
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HDFC BANK
In this chart, it is shown that relationship effort adopted by Bank and
customer are asked to rate on Query handling, Information about new services,
Promptness and Priority in services. It is seen that in query of handling by officials
as 18% of customer marked as excellent, good 28% average 36% , on ,
Information about new services
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HDFC BANK
11.This question shows the percent of customer satisfaction in using product and
services
INTERPRETATION
In this chart, it is shown that majority of customers are satisfied with
product and services i.e. 37% % customers, 24% of customers are fully satisfied
having no issues in operation of products and while 28% are somewhat satisfied
the banks and remaining 11% of customer are not satisfied at all the reasons behind
this is that the sale executives have given them wrong information about product
and services offered.
FINDINGS:
All the private and public sector banks are recognizing importance of the
relationship management in their growth and customer retention.
The officials try to make best relation with the customers.
Staff member gives regular updates to their customers and information of
the product and their services.
The registers and files are systematically maintained on a daily basis and in
an organized manner.
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HDFC BANK
Officials employed find themselves in much burden as there are very less
number of sales executives.
Most of the respondents are having more than two accounts and holds more
than two products with HDFC Bank.
Bank has shown better utilization of cash balance of customer by cross
selling other products.
According to respondents feedback it is observed that bank is in need to
increase their branches in Bilaspur region as well as pay concern to increase
their ATM network.
With the help of research it has been found that most of them prefer brand
name and service facilities and some of them are influenced by existing
customer
Greater retention of customers is being needed as they are offering various
products and services. This enables a great understanding of what customers
may expect from the bank and what to offer to them. This leads to defining
where each customer is in his relationship with the bank so that cross-selling
can be done
CONCLUSION:
HDFC Bank has a strong brand name in the Bilaspur city market. The people
of Bilaspur city are good in investment part and most of them go for Fixed
Deposits and Life Insurance rather investing in Mutual fund products.Thus there is a need to convert the people in mutual fund and credit
cards for increasing profitability of bank.
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HDFC BANK
HDFC Bank has always sought profitable customers and generated profit
from them and taken steps by converting the non profitable customer to
profitable customers.
Customers can be pulled into profitability band when the customer is satisfied
with the product and services which he is using.
Customer satisfaction plays an important role as customers are satisfied they
will look for some other product.
At this state Relationship Manager is very important who can suggest the
customer which product to use with reference to his need.
They must maintain mutual relationship between the relationship manager
and customer.
CRM lead to better understanding of all aspects of customer behaviour
regarding issues and benefits offered by a company and helps differentiate
itself from others.
The project was full of learning and experiments and provides me with a great
knowledge about banking sector. I have interacted with a lot of people personally
during these two months. A study of Company profile and Product profile was
done before starting my project which helps me a lot while interacting with thepeople. If the interviewer is not having adequate knowledge of the company and
product profile then he will not be able to get the desired information from the
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HDFC BANK
respondent. During the course of time, I tried to get all the objective of the project
to be fulfilled.
SUGGESTIONSAND RECOMMENDATIONS
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HDFC BANK
Continuous interaction with the customers is necessary in order to continue
with relationship Building activities for long term prospective.
The bank should come up with more branches in other locations in Bilaspur
city.
The bank should open more ATM networks.
To increase the number of customers HDFC Bank should also offer some
products for small business. (For example- Zero balance savings and current
account.)
It is seen that most of the customers are not aware of products and services
offered by HDFC Bank. Thus HDFC Bank should pay some attention on
Advertisement.
HDFC Bank has very less sales force than other banks, this is a reason that
customers have lack of attention towards HDFC Bank. This part can be
improved by increasing the sales force.
Account opening process in HDFC Bank is comparatively complicated and
Time-consuming in case of current accounts HDFC Bank should consider
time factor as it is very important.
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HDFC BANK
REFERENCES
HDFC Bank Ltd.s prospectus, publications etc.
Marketing Management by Philip Kotler, Thirteenth Edition
Research Methodology - Methods and Techniques by C.R.Kothari.
BIBLIOGRAPHY
htpp://www.google.com
http:// www.hdfcbank.com
http:// www.hdfc.com
http://www.rbi.com
http://www.hdfcbank.com/http://www.hdfc.com/http://www.hdfcbank.com/http://www.hdfc.com/