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SUMMER TRAINING PRESENTATION

On Role Of CRM In Customer

SatisfactionAt

Presented By: Majid Muneer Shah 13MBA201 MBA-IV Trimester

IMS UNISON UNIVERSITY

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•HDFC BANK LTD was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai, India.

•HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995.

•The bank has grown consistently and is now amongst the leading players in the industry

HISTORY OF HDFC BANK

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•HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities.

•BOARD OF DIRECTORS

•Mr. C. M. Vasudev , Chairman•Mr. Aditya Puri , Managing Director•Mr. Paresh Sukthankar , Deputy Managing Director

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VISSION

Operational excellence.Customer Focus.Product leadership.People.

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MISSION

•World Class Indian Bank

•Benchmarking against international standards.

•Best practices in terms of product offerings, technology, service levels, risk management and audit & compliance

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BUSINESS STRATEGYIncreasing market share in India’s

expanding banking

Delivering high quality customer service

Develop innovative products and services that attract targeted customers and address inefficiencies in the Indian financial sector.

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HDFC Bank Focuses on…

Understanding the needs of customers and offering them superior product and service.

Leveraging technology to service customers quickly and conveniently.

To create quality of consumers and not quantity of Consumers.

Providing and enabling environment to foster growth and learning for the employees.

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THE THREE MAJOR FUNCTIONS OFHDFC BANK:-

HDFC Bank deals with three key business segments:-

Retail Banking Services Wholesale Banking Services Treasury Operations

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NETWORK OF HDFC BANK:

3,488 Branches 11,426 ATM’s in the country 2,231 cities in India Representative offices in Hong Kong,

New York, London & Singapore

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PRODUCT DETAILS Accounts and Deposits:

Savings Accounts-

- Regular saving account - Saving plus account - Saving max account - Senior citizen

account - No frills account - Retail trust account - Pension saving bank account - Kids advantage

account - Salary account - Family savings

group. - Payroll -Classic - Regular - Defense salary

account - Premium

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Current Accounts-Plus current account Premium current account Flexi current account.Reimbursement current account RFC-Domestic account Trade current accountRegular current account

Fixed deposits-Regular fixed depositsSuper saver accountSweep-in account.

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Demat Account

Safe Deposit Lockers

Loans:Personal loans - Home loansNew car loans - Used car

loans Express loans - Gold loansEducational loans - Loan against

securitiesLoan against property - Tractor loansConstruction equipment financeCommercial vehicle financeVehicle working capital finance Loans against rental receivables

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Cards:

Credit cards-Silver credit card - Gold credit cardWoman’s gold credit card - Platinum plus credit

card Corporate credit card - Business credit cardTitanium credit card - Value plus credit

cardHealth plus credit card - Visa signature credit

card

Debit Cards-Easy shop International Debit CardEasy shop Gold Debit CardEasy shop International Business Debit CardEasy shop Woman’s Advantage Debit Card

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FINANCIAL PERFORMANCE

March 31, 2014 March 31,2013

Deposits and Other Borrowings 406,776.5 329,253.6

Advances 303,000.3 239,720.6

Total Income 49,055.2 41,917.5

Profit before Depreciation and Tax 13,443.7 10,402.3

Net Profit 8,478.4 6,726.3

Profit brought forward 11,132.2 8,399.6

Total Profit available for Appropriation 19,610.6 15,125.9

Appropriations:

Transfer to Statutory Reserve 2,119.61,681.6

Transfer to General Reserve 847.8 672.6

Transfer to Capital Reserve 58.3 85.8

Transfer to / (from) Investment Reserve 3.2 17.7

Proposed Dividend 1,643.4 1,309.1

Tax Including Surcharge and Education cess on Dividend 279.3 222.5

Dividend (including tax / cess thereon) pertaining to previous year paid during the year 4.8 4.5

Balance carried over to Balance Sheet 14,654.2 11,132.2

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The Bank posted Total Income and Net Profit of ` 49,055.2 crore and ` 8,478.4 crore respectively for the

financial year ended March 31, 2014 as against ` 41,917.5 crore and ` 6,726.3 crore respectively in the

previous year.

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CUSTOMER RELATIONSHIP MANAGEMENT (CRM):

CRM is fundamental to building a customer-centric organization.

CRM system links together the customer data into single and logical customer repository.

CRM in banking is a key element of differentiation that allows a bank to develop its customer base and sales capacity.

The goal of CRM is to manage all aspects of customer interactions in a manner that enables banks to maximize profitability from every customer.

CRM is the philosophy, policy and coordinating strategy connecting different players within an organization

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RESEARCH METHODOLGY

DATA COLLECTION

The objectives of the project are such that both the primary and secondary data is required to achieve them.

1. Primary Data:

The primary data was collected to measure the customer satisfaction regarding HDFC bank. The primary data was collected by means of direct personal interview method through structured questionnaire and analysis was done on the basis of response received from the customers.

2. Secondary Data:

The purpose of collecting secondary data was to achieve the objective of studying the recent trends and development taking place in customer relationship management.

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Q: How do you come to know about HDFC?

a) Advertising b) Friends c) Relatives d) Other source

42.42%

18.18%

36.36%

3.04%

Advertising Friends Other Sources Relatives

INTERPRETATION:The HDFC Bank is doing well in terms of advertising.

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Q: Rate your level of satisfaction with HDFC:

a) Highly satisfied

b) Satisfied c) Dissatisfied

53.04%28.78%

18.18%

Satisfied

Highly satisfied

Dissatisfied

INTERPRETATION:Most of the people are moderately satisfied.

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Q: Have you experienced service failure of the HDFC bank?

a) Always b) Rarely c) Never

72.72%

24.24%

3.04%

Never

Rarely

Always

INTERPRETATIONService failure is too less and thus services provided are good.

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FINDINGS

CUSTOMER SATISFACTION :

Least effort put on relationship building which ultimately led to bad word of mouth.

Biggest limitation is the non-availability of CC & OD and less number of Branches and ATM’s in North Kashmir.

High charges, which generally the people of the Valley are not used to.

Customer services are good and branches are available throughout India that leads to good accessibility outside J&K.

Products provided are costly as compared to the other competitive banks in the Valley.

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