Project report on customer relationship management in hdfc bank pdf

Customer relationship management crm is to create a competitive advantage by being the best at understanding, communicating, delivering, and developing existing customer relationships, in addition to creating and keeping new customers. The report contains the organizational study done at hdfc bank. Canara bank download and upload project reports related to canara bank. Mba project reports download l samlpe projects l finance l marketing. Customer relationship management projects report projects. As the world becomes increasingly digital, the management team is leading the bank to leadership in this emerging domain with innovative products. In a conceptual model of service quality and its implications for future research the journal of marketing, 1985, a. The bank is governed by the the banking regulation act, 1949. Mar 07, 2015 since sbi is largest psu bank in india, icici bank and hdfc banks are considered for comparative analysis in order to create a level playing field. Customer relationship management has become inevitable for growth and profitability of banks in present scenario marked by rising competition, technological advancement and empowered customers. Apr 11, 2019 customer satisfaction regarding hdfc bank the report contains the organizational study done at hdfc bank. Acknowledgement the research on customer satisfaction survey of maruti udyog ltd.

Icici, central bank of india, hdfc bank strategic implementation of crm in selected banks to. The payoffs are in terms of increased customer base, cross selling, sales force optimisation, efficient lead management. Hdfc bank uses crm to achieve its one bank vision boosting profit and customer satisfaction published. Icici bank has to manage more than million customers. The report title is customer satisfaction regarding hdfc bank. Hdfc banks leadership team brings together a diversity of talent and a wealth of experience.

A summer training report on customer relationship management at axis bank. To serve this purpose i have undergone 50 days summer training at hdfc bank and as an outcome i have prepared this project report. Phone banking online banking customer relationship management. Based in india, hdfc bank is the largest private universal bank by. A descriptive approach will be followed in this paper for analysis.

The bank manager in his interview explained that the changing banking. Crm is the abbreviated form of customer relationship management and can be defined as a process or method used to. Project report on the organisational structure of the state bank of india. April 2012 based in india, hdfc bank is the largest private universal bank by market capitalization, with more than 25 million customers, an extensive distribution network of 2544 branches spread across 99 cities and. Realizing the significance of customer information availability, the project was undertaken by the bank with the spirit that has characterized the whole crm development. Hdfc customer relationship management banks scribd.

This final report is a result of the magazines, journals, newspaper, brochures and. The experience of this training was very useful in understanding the real work. W e realised that only a singleminded focus on product quality and service excellence would help us. Customer satisfaction regarding hdfc bank the report contains the organizational study done at hdfc bank. Hdfc bank has line of authority and line of authority is vertical i. However, customers share positive views concerning bank.

Project report on customer relationship managementintroductionthe biggest management challenge in the new millennium of liberalizationand globalization for a business is to serve and maintain good relationshipwith the king the customer. A highly satisfied and delighted customer is a vital nonfinancial asset for the banks in the emerging it era. The infrastructure that enables the delineation of and increase in customer. Summer internship project report on digitalization in bank digitalisation improved the banking services with special reference to hdfc bank towards partial fulfillment of master of business administration mba united institute of management. Pdf in the ongoing era of financial sector reforms in india because of. This would help icici bank to emerge as no one private sector bank. This project report on customer relationsh i p management. Doc icici bank project report ankit gupta academia. State bank of india is the largest public sector bank in india. Indeed, this revolution in customer relationship management or crm. This final report refers to a study on crm activities followed by hdfc bank in bhilai region. Annual business responsibility report 201415 hdfc bank. This project report on customer relationsh i p management in nri. To study the impact of customer relationship management on bank customers.

Hdfc bank has committed to maintaining excellent financial records since its existence. To suggest the banks under study to strengthen the customer relations. Particularly, in service industries, it is specifically stressed as the cost of maintaining an existing customer is much less than acquiring a new customer. Project report on customer relationship management introductionthe biggest management challenge in the new millennium of liberalizationand globalization for a business is to serve and maintain good relationshipwith the king the customer. As the world becomes increasingly digital, the management team is leading the bank. Corporate customer satisfaction in the banking industry of singapore. Hdfc bank s leadership team brings together a diversity of talent and a wealth of experience.

Service quality and customers satisfaction in hdfc bank a. Hdfc bank began operations in 1995 with a simple mission. Driving it as a transformation rather than a technology project. Annual business responsibility report 20142015 1 hdfc bank limited is a publicly held banking company industrial activity code.

The bank has achieved the overall objectives of using technology to organize. To meet the needs of the customers, hdfc bank timely started to focus on developing a customer relationship management crm system. Hdfc understands the importance of customer satisfaction and value the customer relationships. Guided by an experienced board and visionary managing director, the team steers the bank to new heights. Data mining is the principle of sorting through large amounts of data and picking out relevant information. A summer training report on customer relationship management. The sbi is not a bank wholly owned by the government. Search and upload all types of crm customer relationship management projects for mbas on management. Effective customer relationship management is surely of a strategic importance, but relationships with customers are operationally managed by personal ba nkers who operate as advisers, responsible. The aim of this dissertation was to examine the importance of crm for hdfc bank. Customer relationship management in banking industry. This would help icici bank to emerge as no one private sector bank in the country. For the quarter ended march 2020, hdfc bank has posted a net profit of rs 69 bn up 17. Project report, hdfc bank free download as word doc.

A study on retail ba nking strategies in private sector banks with special reference to hdfc. A study on comparative analysis of hdfc bank and icici bank. Customer relationship management crm in the banking sector. It is a corporate body with an authorised share capital, of rs. Tounderstand more in customer relationship management, we first need to understand threecomponents which are customer, relationship and their management. The information gathered by the bank management reveals that customers are generally satisfied with the services provided by the bank. The bank has over 550 branches, a network of 2025 atms, multiple call centres, internet banking and mobile banking. The infrastructure that enables the delineation of and increase in customer value, and the correct. Customer relationship management, customer relationship. To view the names and contact details of our senior management team. Understanding the impact of reports and isolating the work load. Customer relationship management in banking sector banking.

Customer relationship management projects projects on. Indias largest online mba project reports for students and professionals. A project report on customer satisfaction survey of maruti. Hdfc bank came into existence when housing development finance corporation limited hdfc limited received an in principle approval among the bank was incorporated in august 1994 in the name of hdfc bank limited, with its registered of. To study the recruitment and selection procedure in icici bank. There has been a great surge in efficient customer service.

Today, many businesses such as banks, insurance companies, and other serviceproviders realize the importance of. This project wish to study the customer relationship management in icici bank and how this concept would help to maintain long term customer loyalty with the bank. Achieving the one bank vision with unified banking crm platform. Pgdmm 5 pgdfm 5 pgdim 5 pgfm 5 pgdfmp 5 pgdom 5 pgdhrm 5 dim 5 nmims customize assignment 495 2019 assignment for nmims 495 pdf. A project report on employee welfare measures for hdfc insurance standard life, coimbatore a project report on employee welfare measures for hdfc insurance standard life, coimbatore if you want a word file of this project. To analyze the satisfaction level of customers of hdfc bank. Project report on the concept of customer relationship management crm. Customer focus, operational excellence, product leadership, people and sustainability.

I would like to think my family for their support and encouragement as well as love that helped me gets through utar. History hdfc bank was incorporated in 1994 by hdfc ltd. Managingcustomer relationships is important and valuable to the business. Crm, according to icici consists of the following approaches. Kurukshetra university,kurukshetra in partial fulfillment of the requirement for award of the degree of master of business administration m. Project report on crm pdf project report on customer relationship management, why customer relationship management database for customer information, improvement in customer. April 2012 based in india, hdfc bank is the largest private universal bank by market. The report gives an overview of the banking sector and company profile. Relationship in banking sector specifically this paper has to work on specific organizations, and mainly. Have a look at hdfc bank s annual reports for latest and all the past years.

Crm was introduced to improve customer services and relationships with customers. Parasuraman, va zeitham and ll berry identify five major gaps that face organizations seeking to meet customer s expectations of the customer experience. A project report on employee welfare measures for hdfc. In the banking sector in india, new age private banks like icici bank, hdfc bank, axis bank are at the forefront of utilizing the data mining techniques to enhance the customer relationship. Customer relationship management, project report on customer relationship management, why customer relationship management database for customer information, improvement in customer retention and loyalty, customer relationship management is effective tool, identify and maintain relationship with customers, feedback from customers, services according to customer. Synopsisa comparative study of sbi and icici banking.

Canara bank download and upload project reports related. In the past producers took their customers forgranted, because at that time the customers. Customer relationship management in the banking sector icici banks crm initiatives. The paper discusses implications for bank management. Sep 26, 2017 a project report on a comprehensive study on financial analysis of h. Punjab national bank deployed crm software with modules of prospect management, lead management, activity management, product management, complaint management and business intelligence reporting. Hdfc bank commenced operations as a scheduled commercial bank. Hdfc bank was amongst the first to receive an inprinciple approval from the reserve bank of india rbi to set up a bank in the private sector from housing development finance corporation limited hdfc. Relationship management crm is fast becoming an imperative for survival and growth of. Reporting of customer data using various algorithms to analyze and interpret.

Crm in banking sector with special reference to new age banks. Indias largest mba marketing projects reports for students and professionals. The main objectives of this study are to study the satisfaction level of exit. Customer relationship management in service industry crm is recognized as the principal goal of marketing and the primary objective of any business. The bank is committed to maintaining the highest level of ethical standards, professional integrity, corporate governance and. Suggested citation dhar, sujoy, a study on comparative analysis of hdfc bank and icici bank on the basis of capital market performance march 6, 2015. Service quality and customers satisfaction in hdfc bank. Project report on customer relationship management crm. This project would not have been possible without them. Crm is the abbreviated form of customer relationship management and can be defined as a process or method used to know the customers. Five banks indusind bank, centurion bank, hdfc bank, icici bank and uti bank. Hdfc bank uses crm to achieve its one bank vision boosting.

Review of literature 21 bharathi pathak 2003 18 makes a study of the financial operations of new generation private sector banks in india. Hdfc bank annual reports financial statements of hdfc bank. Pdf customer relationship management in banking industry. Customer relationship management in banking sector. Hdfc bank project on crm is as per guidelines prescribed by imed for mbagen students. Download as doc, pdf, txt or read online from scribd. The project also helps me to understand more about the customer relationship management crm system. The crm practices are adopted to generate better understanding of the customer for product development, segmentation, appropriate targeting, campaign.