It is a corporate body with an authorised share capital, of rs. Achieving the one bank vision with unified banking crm platform. Majumdar et al 1999 examined the relationship between the levels of debt in the capital structure and performance for a sample of indian firms. 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. Customer satisfaction regarding hdfc bank the report contains the organizational study done at hdfc bank. The bank has over 550 branches, a network of 2025 atms, multiple call centres, internet banking and mobile banking. The main objectives of this study are to study the satisfaction level of exit.
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. A project report on customer satisfaction survey of maruti. Customer relationship management crm in the banking. 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. 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. Indeed, this revolution in customer relationship management or crm. Five banks indusind bank, centurion bank, hdfc bank, icici bank and uti bank. History hdfc bank was incorporated in 1994 by hdfc ltd. This project would not have been possible without them.
The paper discusses implications for bank management. Managingcustomer relationships is important and valuable to the business. Hdfc bank annual reports financial statements of hdfc bank. Hdfc understands the importance of customer satisfaction and value the customer relationships. 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. Relationship in banking sector specifically this paper has to work on specific organizations, and mainly. And awareness of customers about different types of products and services offered by hdfc bank. 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. Project report, hdfc bank free download as word doc. Reporting of customer data using various algorithms to analyze and interpret. Indias largest mba marketing projects reports for students and professionals. The infrastructure that enables the delineation of and increase in customer value, and the correct.
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. Acknowledgement the research on customer satisfaction survey of maruti udyog ltd. 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. W e realised that only a singleminded focus on product quality and service excellence would help us. 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. The sbi is not a bank wholly owned by the government. Search and upload all types of customer relationship management projects at management. As the world becomes increasingly digital, the management team is leading the bank. Customer relationship management in banking sector. Crm is the abbreviated form of customer relationship management and can be defined as a process or method used to know the customers.
Customer relationship management in service industry crm is recognized as the principal goal of marketing and the primary objective of any business. A project report on employee welfare measures for hdfc. 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. Canara bank download and upload project reports related to canara bank. Mba project reports download l samlpe projects l finance l marketing. Crm, according to icici consists of the following approaches. This project report on customer relationsh i p management in nri. To meet the needs of the customers, hdfc bank timely started to focus on developing a customer relationship management crm system. A study on customer relationship management practices at select. Service quality and customers satisfaction in hdfc bank.
Hdfc banks leadership team brings together a diversity of talent and a wealth of experience. Customer satisfaction regarding hdfc bank hsc projects. Download as doc, pdf, txt or read online from scribd. Customer relationship management has become inevitable for growth and profitability of banks in present scenario marked by rising competition, technological advancement and empowered customers. A highly satisfied and delighted customer is a vital nonfinancial asset for the banks in the emerging it era. Project report on the concept of customer relationship management crm. 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 title is customer satisfaction regarding hdfc bank. Customer relationship management project report customer. The bank has achieved the overall objectives of using technology to organize. 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. To view the names and contact details of our senior management team. This project report on customer relationsh i p management.
The bank is governed by the the banking regulation act, 1949. Project report on crm pdf project report on customer relationship management, why customer relationship management database for customer information, improvement in customer. To analyze the satisfaction level of customers of hdfc bank. State bank of india is the largest public sector bank in india. To serve this purpose i have undergone 50 days summer training at hdfc bank and as an outcome i have prepared this project report. The aim of this dissertation was to examine the importance of crm for hdfc bank. Icici, central bank of india, hdfc bank strategic implementation of crm in selected banks to. Customer relationship management projects report projects. The bank is committed to maintaining the highest level of ethical standards, professional integrity, corporate governance and. A study on retail ba nking strategies in private sector banks with special reference to hdfc. Annual business responsibility report 20142015 1 hdfc bank limited is a publicly held banking company industrial activity code.
The report gives an overview of the banking sector and company profile. The information gathered by the bank management reveals that customers are generally satisfied with the services provided by the bank. Customer focus, operational excellence, product leadership, people and sustainability. 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. The payoffs are in terms of increased customer base, cross selling, sales force optimisation, efficient lead management. April 2012 based in india, hdfc bank is the largest private universal bank by market.
Apr 11, 2019 customer satisfaction regarding hdfc bank the report contains the organizational study done at hdfc bank. A summer training report on customer relationship management. Corporate customer satisfaction in the banking industry of singapore. In a conceptual model of service quality and its implications for future research the journal of marketing, 1985, a. The report contains the organizational study done at hdfc bank. Hdfc bank s leadership team brings together a diversity of talent and a wealth of experience. A summer training report on customer relationship management at axis bank. Hdfc bank began operations in 1995 with a simple mission. In the past producers took their customers forgranted, because at that time the customers. Customer relationship management projects projects on.
Understanding the impact of reports and isolating the work load. Hdfc customer relationship management banks scribd. However, customers share positive views concerning bank. Guided by an experienced board and visionary managing director, the team steers the bank to new heights. Pdf customer relationship management in banking industry. Relationship management crm is fast becoming an imperative for survival and growth of. The bank manager in his interview explained that the changing banking. To suggest the banks under study to strengthen the customer relations. Parasuraman, va zeitham and ll berry identify five major gaps that face organizations seeking to meet customer s expectations of the customer experience. Today, many businesses such as banks, insurance companies, and other serviceproviders realize the importance of. Hdfc bank project on crm is as per guidelines prescribed by imed for mbagen students. 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. Based in india, hdfc bank is the largest private universal bank by. This final report refers to a study on crm activities followed by hdfc bank in bhilai region.
The infrastructure that enables the delineation of and increase in customer. Search and upload all types of crm customer relationship management projects for mbas on management. Doc icici bank project report ankit gupta academia. Icici bank has to manage more than million customers. There has been a great surge in efficient customer service. Have a look at hdfc bank s annual reports for latest and all the past years.
Driving it as a transformation rather than a technology project. Synopsisa comparative study of sbi and icici banking. Customer relationship management in banking industry. Sep 26, 2017 a project report on a comprehensive study on financial analysis of h.
Customer relationship management in the banking sector icici banks crm initiatives. As the world becomes increasingly digital, the management team is leading the bank to leadership in this emerging domain with innovative products. Phone banking online banking customer relationship management. To study the impact of customer relationship management on bank customers. 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. 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.
Project report on customer relationship management crm. Hdfc bank uses crm to achieve its one bank vision boosting profit and customer satisfaction published. Project report on the organisational structure of the state bank of india. Kurukshetra university,kurukshetra in partial fulfillment of the requirement for award of the degree of master of business administration m. Crm is the abbreviated form of customer relationship management and can be defined as a process or method used to. Customer relationship management, customer relationship. 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 descriptive approach will be followed in this paper for analysis. Indias largest online mba project reports for students and professionals. Service quality and customers satisfaction in hdfc bank a.
Customer relationship management in banking sector banking. Customer relationship management crm in the banking sector. Particularly, in service industries, it is specifically stressed as the cost of maintaining an existing customer is much less than acquiring a new customer. To study the recruitment and selection procedure in icici bank. This would help icici bank to emerge as no one private sector bank. The project also helps me to understand more about the customer relationship management crm system.
For the quarter ended march 2020, hdfc bank has posted a net profit of rs 69 bn up 17. This would help icici bank to emerge as no one private sector bank in the country. The crm practices are adopted to generate better understanding of the customer for product development, segmentation, appropriate targeting, campaign. Tounderstand more in customer relationship management, we first need to understand threecomponents which are customer, relationship and their management. Annual business responsibility report 201415 hdfc bank. Data mining is the principle of sorting through large amounts of data and picking out relevant information. Hdfc bank has committed to maintaining excellent financial records since its existence.
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 uses crm to achieve its one bank vision boosting. Realizing the significance of customer information availability, the project was undertaken by the bank with the spirit that has characterized the whole crm development. A study on comparative analysis of hdfc bank and icici bank. With your download, get the 17 best papers relevant to this one, including 17 top related papers. Customer relationship management solutions provide customer oriented services for planning, developing, maintaining and expanding customer relationship. I would like to think my family for their support and encouragement as well as love that helped me gets through utar. Hdfc bank has line of authority and line of authority is vertical i.
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