My PRJCT

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TARA VIVEK COLLEGE GAJJAN MAJRA

Project report on
CUSTOMER RELATIONSHIP MANAGEMENT (IN BANKING SECTOR)
UNDERTAKEN AT INDUSIND BANK KHANNA

SUBMITTED TO: INDUSIND BANK KHANNA BANK MANAGER:MR.SUNMEET SINGH
In the paritial fulfillment of the requirements for the award of the degree of Bachelor of business administration (SEM VI) 2010-2011
Submitted by: Pawandeep kaur
ACKNOWLEDGEMENT
Life is so short we forget to thank those people who help us in tackling various hurdles in our life. But I take my privilege in conveying heartiest gratitude to all those who help enabled me to complete this project. It gives me pleasure & satisfaction to categorically state that this presentation is not a solo effort ; so many people have contributed their bit to it. It is very difficult to individualize my greatfulness here, to all whose contribution has blossomed into this presentation. Still my first & foremost gratitude and thanks exit for those who have given me the capacity to prepare this report i.e teachers and my guides .secondly the officers and the staff of the INDUSIND BANK LINITED,KHANNA, in particulars, who have guided , assisted or provided me with information or otherwise have helped me obtain various statistics & facts are the ones. I would like to put on record my sincere gratitude to MR.SUNMEET SINGH, Branch Manager, INDUSIND BANK LTD. KHANNA MR.AMANDEEP SINGH(Relationship Manager}who gave me opportunity for winter training in their esteemed organization. Thanks to all those who have been inadvertently left out above.
PREFACE
This report is result of my 4 months winter training indusind bank khanna, winter training is integral part of BBA and efficient utilization of material, time, resources is very important for successful completion of any task. Above to this co-ordination is must which determines the degree of success. In order to be competent all students are required to take a project on any topic relating to training institute. So I made a project on CUSTOMER RELATIONSHIP MANAGEMENT(IN BANKING SECTOR).This exposure to project work has given me chance to know working of bank as well as know how academic knowledge is applied into actual business situation. The all rounded encouragement and support by many persons towards this report has created confidence in me regarding approval of subject matter. The project report is well arranged in coherent manner. The main aim of this report is to compile the subject matter in such a way that anybody who has no prior knowledge of CUSTOMER RELATIONSHIP MANAGEMENT easily understands the concept.
INDEX
CHP.NO 1.
TOPIC Customer relationship management 1.1 What is crm? 1.2 Meaning and defining crm 1.3 Emergence of crm 1.4 Crm in Indian bank 1.5 Need of crm in bank 1.6 Obejective of crm in banks 1.7 Benefits of crm
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literature review Design of the study CRM PROCESS FRAMEWORK 4.1 Crm formation process, A framework for successful crm 4.3 Relationship mgt & governance process 4.4 Relational performance & evaluation process 4.5 Key principles of crm , Building crm 5 E-CRM 5.1 E-CRM in banks,KEY 5.2 Key features of E-CRM , Benefits of E-CRM to banks & customers 6 CASE STUDY 6.1 Indusind bank khanna
Suggestations ,findings& conclusion
EXECUTIVE SUMMARY
Customer relationship management is a bro ad a p p r o a c h f o r c r e a t i n g , maintaining and expanding c u s t o m e r r e l a t i o n s h i p s . C R M i s t h e b u s i n e s s strategy that aims to understand, anticipate, manage and personalize the needsof an organizations current and potential customers.At the heart of a perfectstrategy is the creation of mutual value for all parties involved in the business process. It is about creating a sustainable competitive advantage by being the best at understanding, communicating, and delivering and developing existingcustomer relationships in addition to creating and keeping new customers. Sothe concept of product life cycle is giving way to the concept of customer lifecycle focusing on the development of products and services that anticipate the future need of the existing custo mers and creating addi tional s ervices that extend existing customer relationships beyond transactionThe intense competition which banks have come to face, both as a consequenceof growth of non-banking financial institutions as well as securitization has created the fear of high risk and hasincreased the attention towards Customer Relationship Management.Customer relationship management (CRM) is a multifaceted process, mediated b y a s e t o f i n f o r m a t i o n t e c h n o l o g i e s t h a t f o c u s e s o n c r e a t i n g t w o - w a y exchanges with customers so that firms have an intimate knowledge of their n e e d s , w a n t s , a n d b u y i n g p a t t e r n s . I n t h i s w a y , C R M i s i n t e n d e d t o h e l p companies understand, as well as anticipate, the needs of current & potentialcustomers.The project is a detail study of Pro cess Involved in Planning of Customer Relationship Management and Need for Customer Relationship Management.
CHAPTER 1 CUSTOMER RELATIONSHIP MANAGEMENT INTRODUCTION
1.1 WHAT IS CUSTOMER RELATONSHIP MANAGEMENT? CRM, or Customer Relationship Management, is a company -wide businessstrategy designed to reduce costs and increase profitability by soli difying customer loyalty. True CRM brings together information from all data sourceswithin an organization (and where appropriate, from outside the organization) togive one, holistic view of each customer in real time. This allows c ustomer facing employees in such areas as sales, cus tomer support, and marketing tomake quick yet informed decis io ns on everything from cross -selling and up-selling opportunities to target marketing strategies to competitive positioningtactics.Once thought of as a type of software, CRM has evolved into a customer-centric philosophy that must permeate an entire organization. There are three key elements to a successful CRM initiative: people, process, and technology. The people throughout a company-from the CEO to each and every customer servicerep-need to buy in to and support CRM. A company's business processes must be reengineered to bolster its CRM initiative, often from the view of, how canthis process better serve the customer? Firms must select the right technology todrive these improved processes, provide the best data to the employees, and beeasy enough to operate that users won't balk. If one of these three foundations isnot sound, the entire CRM structure will crumbleIt's a strategy used to learn more about customers' needs and behaviors in order t o d e v e l o p s t r o n g e r relationships with them. After all, good c u s t o m e r relationships are at the heart of business success. There are many technological CRM in Banking A component to CRM, but thinking about CRM in primarily technological termsis a mistake. The more useful way to think about CRM is as a process that willh e l p b r i n g t o g e t h e r l o t s o f pieces of information about customers, sales,marketing effectiveness, responsiveness and market trends. If c u s t o m e r relationships are the heart of business success, then CRM is the valve the pumps company's life blood. As such, CR M is best suited to help businesses use people, processes, and technology to gain insight into the behaviour and value of customers.
1.2 DEFINING CRM:

Customer relationship management is a practice that encompasses all the marketing activities directed towards establishing,developing and maintain the customer relations.the focus of relationship marketing is on improving and developing the long-term relationships and improving customer loyalty and customer retention.CRM as the name suggests the primary focus on placing the customer.the key objective is to increase the customer value over time by customer loyalty.if company improves customer relations then it can improve its business as well as profits.in general crm is most efficient method used to connect and improve all areas of business to focus on creating strong customer relationships.all forces are coupled together to save,build and gain business customer relationships.the most common areas that are affected positively,marketing,sales and customer service strategies.CRM also help to crate time efficiency and savings on both sides of business spectrum.throgh correct implementation and better understanding of their strongest and weakest areas and they can improve upon this.so customers can gain better products and services from their businesses of choices.in order to achieve better insight on CRM,it is essential to consider all its components.
CRM MEANING:
Crm is business strategy that spans your organigation from front office to your back office.it is a commitment which put your customer at the heart ofheart of your enterprise.the right crm strategy and solutions can help you securely,reliably and consistently delight your customer everytime they interact with your business by empowering them with anytime,anywhere and any channel access to accurate information and more personalized service.reach more customers more effectively,increase customer retention, and boost customer loyalty by leveraging opportunities to upsell and cross sell and driving repeat business at lower cost.drive improvement in business performance by providing your customers with the ability to access more information through self service and assited service capebilities when it is convenient for them.enable virtualization in your business as more of your people and resources extend beyond your offices
and around the world balance sophisticated functionality with rapid implementation and effective support for a faster return on your crm investment.todays customers face a growing range of choices in the products and services they can buy.they base their choices on the perception of quality,value and service.each customer has a specific behavior.but buying habits sometimes are difficult to understand.therefore companies always want to gain some insight about customer behavior and habbits in order to better control of his behavior.having on impact on consumer behavior means being able to change consumerperception of the product or service,to establish a relation between the company and its clients.
1.3 THE EMERGENCE OF CRM :
The developing customer relationship management has historical antecedentsgoing back into the pre -industrial era. In the recent years however several factors have contributed to the rapid development and evolution of CRM. Theseinclude the growing de intermediation process in many industries due to the advent of sophisticated computer and telecommunication technologies that allow producers to directly interact with the end customers.The recent success of On-line banking, Charles Schwab and Merryll LynchsOn-line investment programs, direct selling of books,
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automobiles, insuranceetc. on the internet all atleast to the growing consumer interest in maintainingd i r e c t r e l a t i o n s h i p w i t h marketers. The de-intermediation process a n d consequent prevalence of Customer Relationship Management is also due to thegrowth of the service economy.Another force driving the adoption of customer relationship management has been the total quality movement. When companies embraced Total QualityMovement philosophy to improve quality and reduce cost, it become necessaryto involve suppliers and customers in implementing the program at all levels of t h e v a l u e c h a i n . T h i s needed close working relationships with c u s t o m e r s , suppliers and other members of the marketing infrastructure. Other programss u c h a s J u s t i n T i m e a n d Material resource planning also made the use o f interdependent relationships between suppliers and customers.Similarly in the current era of hype-competition, marketers are forced to be more concerned with customer retention loyalty. As several studies indicated CRM in Banking retaining customer is less expensive and perhaps a more sustainable competitiveadvantage than acquiring new ones. Marketers are realizing that it costs less tor e t a i n c u s t o m e r s t h a n to compete for new ones. Today many l a r g e internationally oriented companies are trying to become global by integratingtheir worldwide operation. To achieve this they are seeking cooperative andcollaborative solutions for global operations from their vendors instead of merely engaging in transactional activities with them. Such customers need make it imperative for marketers interested in the business of companies who areglobal to adopt Customer relationship management programs, particularly globalaccount management programs. Global account management is conceptuallysimilar to national account management programs except that they have to beglobal in scope and this they are more complex. ManagManaging customer relationshiparound the world calls for external and internal partnering activities, including partnering across firms worldwide organizations.
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1.4 CUSTOMER RELATIONSHIP MANAGEMENT IN INDIAN BANK:

Indian banks has presumed that their operations were customer centric,simply because they have customers.thesse banks ruled the roost,protected by regulations that did not allow free entry in to the sector.and to their credit,whenthe banking sector was opened up,they survived by adapting quickly for long to the new rules of game.Many managed to the post profits. For them an unexpected bonanza come frm the government bonds in which most were hugly invested.iironaclly the reserve bank of indias moves to cut out the interest rates in 1999 pushed up the prices of bonds.So banks had a windfall almost doing nothing.the bond profits improves all banks performance.However the era of lazy bank soon to end.The mesh of rules that propped up in the Indian banking industry is now being dismantled rapidly.according to rbi road map,india will have acompetitive banking market after 2009.As one of the most attractive emerging market destinations,india will see foreign banks come in,what with more freedom to come in,grow and acquire.Therfore it is imperative that Indian banks wake up to this reality and re-focus on their core assetcustomer.a greater focus on crm is the only way the banking industry can protect its market share and boost growth.Crm would also make Indian banks realize that the purpose of their business is to creat and keep a customer and to view the entire business process as consisting of a tightly integrated effort to discover,create and satisfy customer needs. What is CRM, and what will it deliver to the banks? CRM is, probably, one of the least clearly defined business acronyms, as there is no single definition for it.It is probably easier to say what CRM is not. Unfortunately, CRM has also become a misnomer for a range of solutions from IT vendors, each providing itsown spin on the idea.C R M i s variously misunderstood as a fancy sales strategy, an
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e x p e n s i v e software product, or even a new method of data collection. It is none of these CRM is a simple philosophy that places the customer at the heart of a businessorganizations processes, activities and culture to improve his satisfaction of service and, in turn, maximize the profits for the organization.A successful CRM strategy aims at understanding the needs of the customer andintegrating them with the organizations strategy, people, and technology and business processTherefore, one of the best ways of launching a CRM initiative is to start withwhat the organization is doing now and working out what should be done to improve its interface with its customers. Then and only then, should it link to anIT solution.While this may sound quite straightforward, for large organizations it can be a mammoth task unless a gradual step-by-step process is adopted.It does not happen simply by buying the software and installing it. For CRM to be truly effective, it requires a well-thought-out initiative involving strategy, people, technology, and processes. Above all, it requires the realization that theCRM philosophy of doing business should be adopted incrementally with aniterative approach to learn at every stage of development.Only time will tell how Indian banks embrace the CRM philosophy and take onthe competition from foreign entities.
1.5 NEED OF CRM IN BANKS:

Crm primarily caters to the all interactions with the customers or potential customers,across multiple touch points including the internet bank branches,call centres ,field organizations and other distribution channels. CRM CAN HELP THE BANKS IN THE FOLLOWING WAYS:
1.COMPAIGN MANAGEMENT:Banks need to identify customer ,tailor

products &services to meet their needs and sell their products to them.crm achieve this by compaign management by analyzing the data from banks internal applications or by importing data from external applications to evaluate customer profitability and designing comprehensive customer profiles in terms of individual lifestyle,income levels and other related criteria.based on these profiles bank can the most lucrative customers and customer segments,executed target and personalize the
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multichannel marketing campaigns to reach these customers and maximize the long time value of these relationships. 2.CUSTOMER INFORMATION CONSOLIDATION:Instead of customer information being stored in product centric silos(for example separate data base ofsaving account and creditcard customers),with crm the information can be stored in a customer centric manner covering all the products of the bank.crm integrates various channels to deliever a host of services to customers,while adding the functioning of the bank. 3.Marketing encyclopedia:Central repositary for products,princing and competitive information as well as internal training material,sales presentations,proposal templates and marketing collateral. 4. 360 degree view of the company:This means whoever the bank speaks to,irrespective of wheather the communication is from sales,finance or support the bank is aware of the interaction.removal of inconsistencies of data makes the client interaction process smooth and efficient thus leading to enhance the customer satisfaction 5.Personalized sales home page:Crm provides a single view where salesmanager and agents can get all the most up to date information in one place including opportunity,news,account and expense report information.this would make sales decision fast and efficient. 6.lead and opportunity management:These enable organizations to effectively manage leads and opportunities and track the leads through deal closure,the requird follow up with the prospects.
7.Activity management:It helps managers to assign and track the

activities of various members.thus improved transparency leads to improved performance.
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8. contact center:it enables customer service agent to provide uniform

service across multi channels such as phone,internet,email fax.
9.operational efficiency removal:Crm can help in strategy

formulationto eliminate operational inefficiencies.an effective crm solution can support all channels of customer interaction including telephone,email fax,the online portals,wireless devices,atms,face to face contacts with bank personnel.it also links these customer touch pointsto an operation centre and connects the operation centre with relevant internal and external partners.
10.Enhanced productivity:It enhances the productivity of

customers,employees and parters.
11.Crm with business intelligence:Banks need to analyze the

performance of customer relationship,uncover trends in customer behavior and understand the true business value of their customer.crm with business intelligence system enables banks to assess customer segments,which help them to calculate the net present value of a customer segment over a given period to derive customer lifetime value.customers can be evaluated within a scoring frame work.combining the behavior key figures & frequency to monetary acquisition analysis with a marketing revenue quota can optimize acquisition costs and cut the number of inefficient activities.with such knowledge banks can effectively allocate resources to the most profitable customers and reengineers the unprofitable ones.datawarehousing solutions have been implemented in Citibank,sbi,r,bi,icici,idbi,acc,nse,pepsico.
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1.6 Obejective of crm in banks

sales
support
objective of crm
customer service
marketing
The push towards better crm technologies is the natural result of the search by business of greater productivity and efficiency in customer facing operations like sales,marketing,customer service and support e.g in sales companies need it system that provides greater control and effieciency.This means improved forecasting and to capebilitty greater visibiltyinto sales performance across a variety of channels increased productivity by external sales force and reduced sales cost,meanwhile companies must meet customer demands for better quality timeless and customization in the service they deliever.Companies also need technologies that help them approach customers in a rational way e.g remember a customer address from one transaction to another and carefully choreograph contact between its,sales force and customers.In addition to being wasteful and inefficent pitching a new product to a customer who has just bought the same item makes the company look incompetent to the customer.The internal dramatically accelerate the focus on crm by making customer interactions more cost efficiency.in addition the web has established a more dirct sales channel that supports rapid customer interactions andshort sales
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cycles.using internet technologies customer can interaction with information from a wide variety of sources without special training. The idea of crm is that it helps businesses use technology and human resources gain insight in to the behavior of customers and the value of these customers.If it worked as hoped,a business can provide better customer service,make call centres more effective,cross sell products more effectively,help sales staff close deals faster,simplify marketing and sales processes,discover new customers and increase customer revenues.It doesn't happen by simply buying software and installing it. For CRM to be truly effective an organization must first decide what kind of customer information it is looking for and it must decide what it intends to dowith that information. For example, many financial institutions keep track of customers' life Stages in order to market appropriate banking products like m o r t g a g e s o r I R A s t o them at the right time to fit their needs. Next, t h e organization must look into all of the different ways information about customers comes into a business, where and how this data is stored and how it iscurrently used.
1.7 BENEFITS OF CUSTOMER RELATIONSHIP MANAGEMENT

A properly implemented crm system can bring many benefits to the organization.but when I talk about the system ,I mean the 3 ps ,the complete consortium of people(employee,culture),procedures(way of doing the business) and programmes (supporting applications),not just an application running on the computer.
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Crm is more than the next wave of computer aided marketing,its way of doing business.foolowing are the advantages of crm:
1. Shared or distributed data:

As companies realize that customer relationships are happen at many levels(not just through customer service or web presence)they start to understand the need for sharing all the available data throughout the organization,a crm system is an enabler for making informed decisions and follow up on different levels.
2. Increased Customer Satisfaction The customer feels that he is more "part of the team" instead of just a subject for sales and marketing (the proverbial number), customer service is better, hisneeds are anticipated. There is no doubt that customer satisfaction will go up. If the products sold exceed the customers expectation, of course, no CRM systemcan help you with shoddy products. In my opinion, the term satisfaction is acontaminated. Many companies think that if customers are Satisfied that this is agood predictor for repeat business. However, this is not the case. Only delighted customers have a great level of loyalty. 3. Better Customer Retention If a CRM system can help to enchant customers, this will increase customer loyalty, and they will keep coming back to buy again and again, hence customer retention.
4. More profits:More businesses at low costs equals more profits. 5. More new business:If you are delievering the ultimate experience this will seed the word of mouth buzz,which will spawn the more new business. 6. More repeat business:The repeat business is coming from the delighted customers,who are turned from doubting clients in to loyal advocates. 7. Better customer retention:If a crm system helps to enchant customers,this will increase customer loyalty and they will coming back to again and again,hence customer rentation.
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8. Better customer services:All data concerning interactions with the customers is centralized.the ustomer service dept. is greatly benefited from this,because they have all the information they need at their fingertips.no need to guess no need to ask the customer for the n-th time.and through the use of push technology,customer services reps can lead the customer towards the information they have need.and most of the time the customer can do this on their own as the crm system(as remember 3ps )is more and more able to anticipate the need of the customer.the customer experience is greatly enhanced. 9. Increased Customer Satisfaction The customer feels that he is more "part of the team" instead of just a subject for sales and marketing (the proverbial number), customer service is better, hisneeds are anticipated. There is no doubt that customer satisfaction will go up. If the products sold exceed the customers expectation, of course, no CRM systemcan help you with shoddy products. In my opinion, the term satisfaction is acontaminated. Many companies think that if customers are satisfied that this is agood predictor for repeat business. However, this is not the case. Only delighted customers have a great level of loyalty.
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CHAPTER-2 Literature review
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In the last two decades, Practitioners and Academics have focused ever more on how firms relate to their markets. This has resulted in the emergence of a sub discipline of marketing referred to as Relationship Marketing. Morgan and Hunt (1994) defined Relationship marketing as the marketing activities directed toward establishing, developing, and maintaining successful relational exchanges. The separation of the producers from the users was a natural outcome of the industrial era. On the one hand, mass production enforced producers to sell their product & services through middlemen, and on the other, industrial organizations, due to specialization of corporate functions, created specialist purchasing departments and buyer professionals, thus separating the users from the producers. However, today's technological advancements that allow producers to interact directly with large numbers of buyers, and because of a variety of organizational development processes, such as empowerment and total quality management programs, direct interface between producers and customers is possible in both consumer and industrial markets. Relationship marketing attempts to involve and integrate customers, suppliers and other infrastructural partners into a firm's developmental and marketing activities (McKenna 1991; Shani and Chalasani 1991). Wilson (1995) summarized different relationship variables that affects the relationship of firm with different stakeholders, those variables are Commitment, Trust, Cooperation, Mutual Goals, Interdependence and Power, Performance Satisfaction, Structural Bonds, Comparison Level of Alternatives, Adaptation, Non-retrievable Investments, Shared Technology, and Social Bonds. Morgan and Hunt (1994), while discussing relationship variables focused more on commitment and trust as a major variable affecting relationship between different parties involved in marketing transaction & exchange. The Nordic School emphasized on marketing as a cross functional process. For maintaining relationships marketing function should be carried out by all employees and departments, it is no more concentrated in marketing department as a specialist function (Gronroos, 1989). International Marketing & Purchasing (IMP) group looks at B2B markets. In industrial marketing, relationships are built over time with increasing experience, reduction of uncertainty, greater commitment in each others (Ford, 1980). Anglo Australian school of thought believes in quality and service of marketing with focus on
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delivering customer value. Customer judges the value of the product or service from benefits perceived from it compared with its cost of ownership. The better value delivered by the firm, better is the customer relationship (Christopher, 1996). Whatever school you follow it is the customer retention which is the base of relationship marketing (Rosenberg & Cazepiel, 1984). CRM is the new-fangled sprouting issue in relationship marketing with focus on cooperative and collaborative relationship between a company and its customers. "Customer Relationship Management is a comprehensive strategy and process of acquiring, retaining and partnering with selective customers to create superior value for the company and the customer. It involves integration of marketing, sales, customer service and supply chain functions of the organization to achieve greater efficiencies and effectiveness in delivering customer value" (Sheth & Parvatiyar, 2001). CRM represents the marriage between the customer orientation and the emerging information technology to produce a memorable relationship experience to the marketers as well as to the customers (Agrawal, 2003). CRM can be considered as a tool for delivering marketing dream to enjoy long term relationship with customers, especially with the profitable ones (Pearson, 1995). Finally it can be said that CRM is not the end, it's a means to ensure long term success of business.
Abstract
The aim of this study is to explain the impact of Web site characteristics on the relation between customer relationship management (CRM) and customer loyalty. Data collected from 170 Canadian IT organizations showed that Web site characteristics (which include the levels of the organizations Internet presence and interactivity) have a significant impact on the link between CRM (in terms of partnerships, empowerment, relations with customers, and personalization), and customer loyalty. In other words, using the Internet to support CRM allows firms to increase their customer loyalty in the IT sector. However, the impact of Web site characteristics on the link between CRM, in terms of understanding customer expectations, customer prospecting, and interactive management, and customer loyalty has not been tested because the direct link between
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these three components of CRM and customer loyalty has not been significant in this study. The managerial and theoretical implications of these results are discussed.
Introduction
As the new millennium progresses, the business world is focusing more attention on issues concerning electronic commerce (Teo et al., 2003). The term 'electronic commerce' encompasses many activities carried out through computer networks and the Internet, including inter-organizational commerce, intra-organizational transactions, and transactions involving the individual consumer (Adelaar, 2000). The impact of the Internet has made a substantial difference in business-to-business (B2B) transactions (Teo et al., 2003; Venkatraman, 2000). Many recent studies have predicted that revenues from B2B electronic commerce on the Internet will hit $6.8 trillion in 2004 (Gartner Group 2000). Such predictions indicate the importance of the Internet as a way of supporting business activities (Porter, 2001). Presently, the Internet seems to offer almost unlimited possibilities (Robbins & Stylianou, 2003). Indeed, numerous firms have already experienced its considerable benefits (Geyskens, Gielens & Dekimpe, 2002; McMillan, 2001). One of the consequences of the development of the Internet has been the emergence of the World Wide Web, an Internet service that organizes information according to hypermedia and hyperlink paradigms (Chiu, 2003; Joseph, Cook & Javalgi, 2001). Some organizations have invested in the Web often with the objective of using it as a way to maximize resources (McMillan, 2001). Today, the World Wide Web has great potential as a tool for conducting business and management activities (Bell & Tang, 1998). Customer relationship management (CRM) is a leading new approach to business, which has already become established in the literature (Szeinbach, Barnes, & Garner, 1997). Indeed, CRM refers to all business activities directed towards initiating, establishing, maintaining, and developing successful
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long-term relational exchanges (Heide, 1994; Reinartz & Kumar, 2003). One of the results of CRM is the promotion of customer loyalty (Evans & Laskin, 1994), which is considered to be a relational phenomenon (Chow & Holden, 1997; Jacoby & Kyner, 1973; Sheth & Parvatiyar, 1995; cited by Macintosh & Lockshin, 1997). The benefits of customer loyalty to a provider of either services or products are numerous, and thus organizations are eager to secure as significant a loyal customer base as possible (Gefen, 2002; Reinartz & Kumar, 2003; Rowley & Dawes, 2000). Recent developments in Internet technology have given the Internet a new role: to facilitate the link between CRM and customer loyalty. Most of what is currently known about the impact of the Internet on business management is based on anecdotes, experiential evidence, and ad hoc descriptive studies (Avlonitis & Karayanni, 2000; Peterson, Balasubramanian, & Bronnenberg, 1997). There is a little existing research that has empirically tested the impact of the Internet on CRM which leads to customer loyalty. But the Internet still poses opportunities as well as threats (Geyskens, Gielens & Dekimpe, 2002). The degree to which the Internet is used by organizations and the considerable praise that it has received may be attributed to its enhanced informational and interactive communication capabilities. In this way, it can be used as a business channel and so lead to the development of more effective CRM as well as the emergence of new network cooperative opportunities (Avlonitis & Karayanni, 2000; Geyskens, Gielens & Dekimpe, 2002). However, the speculation that the Web presents CRM opportunities (Sheth & Parvatiyar, 1995) seldom has been empirically tested. This article consists of two main parts. First, a conceptual model explaining the theoretical link between CRM and customer loyalty will be presented and explored. The impact of Web site characteristics on the link between CRM and customer loyalty will also be explained. The second part of this article will explain the results of an empirical study conducted to test the impact of Web site characteristics on the link between business-to-business relationship management and customer loyalty in the IT sector. Businessto-business relationship management or CRM has been chosen because business-to-business electronic commerce is more profitable for companies
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than business-to-consumer electronic commerce (Forrester Research, 2001). The impact of the Internet is well known in business-to-consumer transactions: witness the proliferation of Web sites for facilitating sales and services across a broad range of offerings. However, a revolution is occurring in business-to-business relationships as companies restructure their operations with trading partners (Venkatraman, 2000). The IT sector has been chosen because, according to Datamonitor (1999), more products (hardware and software) from this sector are sold online or through the Internet on a business-to-business basis than from any other sectors. Towards the end of the article, the managerial implications of the study will be considered.
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CHAPTER 3 DESIGN OF THE STUDY
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Design of the study Objectives:

*To study the customer relationship management of indusind bank.
* To assess the awareness of customer relationship management at bank *To know how CRM help to retain customers in Banking sector. * To know how CRM can be effectively administered. * To know the future perspective of this new technology. LIMITATIONS: The project is only limited to the study of CRM in only one bank. CRM of other banks are not disclosed in this study. SCOPE: The project begins with a brief study of CRM,its need,importance.it further goes on to study the CRM strategy. Methodlogy of the study: Data for the project is obtained in two ways: Primary source and Secondary source Primary source: The data collected through primary source by preparing questionnaire & interviewed manager,staff & customer of the bank. Secondary source:The data gathered from CRM books & internet surfing.
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CHAPTER 4 CUSTOMER RELATIONSHIP MANAGEMENT AND PROCESS FRAMEWORK
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4.1 CUSTOMER RELATIONSHIP MANAGEMENT PROCESS FRAMEWORK

CRM FORMATION PROCESS
coorelate
connect
formation process
combine
cognize
COORELATE
CONNECT
COMBINE
COGNIZE
The appropriate approach for the crm process involve: 1. A series of transactions that make up the dialogue between the customer,customer end user and an organization.This is data that is collected from all contact points and communications.with outside points of contact. 2. Combine: The mapping and management of interactions points between a customer channel end user and an org.
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3.
4.
Connect: The application of insight to create relevant information or communication with the consumer,customer, channel suppliers and partners that build value relations. Cognize:The insight gained through capture and analysis of detailed information is to create continuous learning from the datawarehouse and knowledge base thaty is created ,interrogated,analysed.
4.2 A FRAMEWORK FOR SUCESSFUL CRM
Crm involves much more than installing an application,embracing a neew technology or even commiting to ones vendors crm suite.it provides better insight to customer behavior and enables new ways of doing business.good implementation gaives employess a complete view of organisations relationship with its customer and open up internal system to customers so they can have acess to sales and services themselves. Crm require a cultural change that aligns with the company,its employee, its system towards customers and away from traditional products or process centric models.companies that are unresponsive to the shift will soon find themselves scrambling for scraps left behind by those that are.
Adopt a suitable framework:a simple framework
will help you to
understand the full scope of crm solutions and also help to focus on areas that need your attention. Auseful framework encompass the following elements. 1. Customer strategy:This will ensure that you are focused on achieving specific goals and will provide direction to the selection and deployment of crm applications.
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2. Customer insight:This encapsulates customer data acquisition and storage capebilities,insight generation capbilitesand insight exploitation capabilities and is used both to support customer strategy development and to drive intelligent customer interaction in marketing ,selling and service activities.
4.3 Relationship management and governance process:

Once crm programme is developed and rolled out,the programme as well as individual l relationship must be managed and governance.for mass market customers ,the degree to which there is symattery or asymaterry tin the primary responsibility of whether the customer or the programme sponsoring company will be managing the relationship varies with the size of market .however the programme directed at distributor nd business customers the management of the relationship would require the involvement of both parties.the degree to which these governance responsibilities are shared or managed independently will depend on the perception of norms of governance process among relational partners given the nature of their the crm programme and the purpose of enagageing in the relationships. Whether management and governance responsibilities independently or jointly undertaken by relational partners ,several issues must be addressed. These include the decisions regarding role specification ,communication,common bonds,planning process,process alignment,employee motivation and monitioring procedures. Communication with customers partners is necessary process of relationship marketing.it helps in relationship development,foster trust and provides the information and knowledge needed to undertake cooporative and collaborative activites of relationship marketing.inmany ways it is the lifeblood of rm.by establishing proper communication channels and sharing information with a
31 company can enhance their relationship with them.in addition communicating with the customers,it is also necessary to establish intra-company interaction practically among all concerned individuals and cooperate functions that directly play a role in managing the relationship with specific customer or customer group.
4.4 RELATIONASHIP PERFORMANCE AND Evaluation Process:

RELATIONSHIP PARTIES:Customer partner selection is an important decision in the relationship formation stage.even thogh a company may server all types of customers,few have necessary resources and commitments to establish crm programmes for all.therefor in the initial phase,a company has to decide which customer type and specific customer or customers group will be the focus of their crm efforts.subsequently when the company gains experience and achieve successful results ,the scope of crm activities could be expanded to include other customers in to the programme or engage in additional programmes . Although partner selection is an important decision in achieving crm goals,not all companies have aformalized process of customer selection.some follow intuitive judgemental approach of senior managers in selecting customers partners and other partners with those customers who demand so.yet other companies have formalized process of selecting relational partners through extensive research and evaluation along chosen cretaria.the criteria for partner selection varies according to company policies and goals.these range from a single criteria such as revenue potential of the customer to multiple criteria including several variables such as customer commitment,resourcefulness and management values.
Evaluation process:
Periodic assessment if results in crm is to evaluate if programmes meet expectations and if they are sustainable in the long run.performance evaluation also helps in taking corrective actions in terms of relationship governance or in modifying rm objectives ad programme features.without a proper performance metric to evaluate crm efforts,it would be hard to make objective decisions regarding continuation,modifactaion,or termination of crm programmes.developing a performance metrics is always a challenging activity as most firms are inclined to use exiting marketing measures such as market share and total volumes of
32 sales may not be appropriate in context of crm.even when a more crm based measures are selected it cant be applied uniformaly across all crm programmes particulary when the purpose of each programme is different from one another. Another global measure used by firms to measure crm performance is the measurement of relationship satisfaction.similarly to the measurement of customer satisfaction measurement would help in help in knowing to what extent of relational partners are satisfied with their current cooperative and coolaborative relationship. Unlike customer satisfaction measurement that are applied to measure satisfaction on one side of the dyad,relationship satisfaction measures could be applied on the both sides of the dyad.both the customer and the marketing firm would have to perform in order to produce the results in a cooperative relationship and hence each partys relationship satisfaction could be measured.
KEY PRINCIPLES OF CRM DIFFERENITATE CUSTOMERS:all customers are

not equal;recognize and reward best customers disprpropenality.understanding each customers becomes particularly important .and the same customers reaction to cellular company may be quite different as compared to a car dealer.beside for the same product or the services not all customers can be treated alikeand crm would need to differentiate the high value customer and a low customer value. What crm would need to understand while differeniate the customers? Sensitivities,loyalty.perferences.personalities,tastes Lifestyle and age Cultural backround and educatin Physical and psychologiacal characterstics
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Differentiating offerings:
Low value customer requies high value customer offerings. Low value customer with potential to become high value in near future. High value customer requiring high value services; High value customer requiring low value services.
Keeping exiting customers:grading customers from very satisfied

to very disappoint should help the organization in improving its customer satisfaction levels and scores.
CUSTMER RENTENTION; under the present content

of competitive environment the focus is on the customer rention than simply on customer acquisition.customer rentation is keeping the customers in customer inventory for an unending period by meeting the needs and excedding the expectations of those customers.it is approach of converting a casual customer not a committed loyal customer. Why is customer rentention perfered? Some of the major benefits of customer rentention are presented below.customer come within the fold of an org. in the following way: Customer by chance Customer by occasion Customer by choice Customer by perception Customer by loyalty
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In the customer rentention approach the org makes every effort to convert a customer by chance in to customer by loyalty.a retained customer who tends out to be loyal will shift his focus of relationship with the organization from mere a transactional relationship to a relationship tied up with emotin which will help the org in a long period of time. Customer would enable the org to minimize the expenses in terms of acquisition of new customers.customer rentation cost for an org is expected to be far less than that of the acquisition concerned.customer rentation enables a long term relationship of mutual benefit both to the org and to the customer. These appears to be close interaction between customer rentetion and customer loyalty.loyalty is usually measured in terms of longevity of the patronage of customers.loyalty that arises out of rentention is a preferred state as compared to loyalty of reluctant customers. Retained customers would help to spread of positive image of the organization by word of mouth,which in turn helps to acquire new customers to the customer inventory.
Approaches to customer process:

The approach of the customer rentation is expected to be different from the approach adopted at the acqusiation process.this difference is indicated in following ways: At the acquisiation the focus is on acquiring relationship whereas at the rententaion,it is on nurturing relationship. At the acquisition the focus is on demographic,psychographic profile of the customer wheras the renetation process the focus is more on past and present transactional profiles in addition to demographic and psychographic profiles.
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Stages of rentention in customer life cycle

acqusition
reacqusition
retention
defection
attrition
Acquisition
re acquisition
rentention defection
attrition
Acquisition is a stage in which
customers are acquird for an org business.customers so acquired would reach a state of either satisfaction or dissatisfaction. Satisfaction leads to rentention. Dissatisfaction leads attritions.
A satisfied customer who joins the retention stage might either proceed towardsloyalty stage or in the event of being dissatisfied will join the attrition stage.The customer who joins the attrition stage will proceed to the stage if defection,unless he is satisfied. T hose customers in the defection stage may be reacquired, by means of appropriate marketing programmes designed and implemented for the purpose
Reacquisition.
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Building customer relationship management:

Organization strategies towards developing and maintain g sustainable relationship differ from one org to another depending on certain factors.these include the nature of its size,its market share,nature of product type,volume of sales,geographic concentration,socio economic status,lifestyle of the customer concerned,competitior strength and so on.the strategies that are practiced by customer driven org. with national and global perspective.
people
setting satisfactory services standard
process
organization
product
People:people within the org have the basic role in developing and maintaining the relationship with customers.everyone in the org must realize the fact that their work is towards satisfying customers.everyone to the lowest to the highest level irrespective if their functional specialization and responisibilities must integrate their activities towards one of the main obejective of the org customer satisfaction.the marketing department can coordinate integrated activity towards customer satisfaction. Process:process involves a logical sequence of activities from the need identification of potential customers to need fulfillment.need fulfillment requires manufacture of a product with desired attributes.the process has to be derived from the customers viewpoint which paves way for total customer satisfaction.the
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performance of each link must be objectively analysed and corrected in tune
with the internal and external customers expectation. Product: the product offered must constantly provide value addition.the expectations of the customers may always be on the increase due to various reasons.a customer satisfied with a given product may soon become adissatisfied customer in a view of the changes that take place in the expectations.customer expection go much beyond physical tangibles things. Organization:in order to build customer relationship ,an org should be aware of the technology advancements and provide quality service in tune with the customer satisfaction.it should concetrete more on customer satisfactionand respond to the requirements of the customers faster than its competitiors.the responisive and learning nature of the org must build confidence in the minds of the customers and that will go a long way in building in the customer relationship. Setting satisfactory service standard :a customer not only expect quality products but also quality services.the or must ensure the quality and availability of products.the understanding couple with the skills would more significantly the process of achieving the ultimate obejective of customer interaction managem,ent.at this point, it is worthy to note that the effective cim goes much beyond the skills developed,knowledge gained ,technology enabled and infrastructure build up. Ultimately it is love,trust respect that an org earns from customers that is supported by org help desks,customer support, software ,integrated customer information system etc that would help to gain maximum benefits out of customer interaction management.
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CHAPTER 5 E-CRM
39
5.1 What is E-CRM? As the internet is becoming more and more important in business life, manycompanies consider it as an opportunity t o r e d u c e c u s t o m e r - s e r v i c e c o s t s , tighten customer relationships and most important, further personalize marketingmessages and enable mass customization Together with the creation of Sales force automation (SFA), where electronic methods were used to gather data andanalyze customer information, the trend of the upcoming Internet can be seen asthe foundation of what we know as eCRM today. We can define eCRM as activities to manage customer relationships by using the Internet, web browsers or other electronic touch points. The challenge hereby is to offer communication and information on the righttopic, in the right amount, and at the right time that fits the customers specificneeds.Channels, through which companies can communicate with its customers, aregrowing by the day, and as a result, getting their time and attention has turned into a major challenge. One of the reasons eCRM is so popular nowadays is thatd i g i t a l channels can create unique and positive e x p e r i e n c e s n o t j u s t transactions for customers. An extreme, but ever growing in p o p u l a r i t y , example of the creation of experiences in order to establish customer service isthe use of Virtual Worlds, such as second life. Through this so-called eCRM,companies are able to create synergies between virtual and physical channels and reaching a very wide consumer base. However, given the newness of the technology, most companies are still struggling to identify ef fective entries inV i r t u a l Worlds. Its highly interactive character, which allows c o m p a n i e s t o respond directly to any customers requests or problems, is another feature of e C R M t h a t h e l p s companies establish and sustain long-term c u s t o m e r relationships.
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5.2Key features of e-crm Focused on process:a crm brings you the appropriate technology and it will reduce the technology gap as well as refining your business process. Data ware house driven:in a crm solution,data ware house or customer data mart contains a consilated and comprehensive view of the customer.the warehouse provides the broadest possible profile of the customer.this is neede to determine an appropriate course of action,the most effective offer to make,and the best channel to deliever your pertinent message. A multi channel view Organizations today have different methods of interacting with customers.E.g. A bank might use one application to support its website , another to supportsales and another to support ATMs and yet another to support direct mail and telemarketing.An E-CRM solution must have applications that coordinate or synchroniesc u s t o m e r c o m m u n i c a t i o n a c r o s s c h a n n e l s a n d d o s o i n r e a l t i m e . T h e s e applications must be able to capture customer transaction across disparate touch points andStore that information in a temporary data store for immediate assessment andresponse. In addition, this application must feed information captured from those touch points into the data warehouse to broaden the customer profiles obtained from back-end transactional systems and external sources. Measurement driven Today many companies spend millions of dollars c o m m u n i c a t i n g w i t h customers, but spend little time and effort determining the effectiveness of those campaigns CRM provides the meansto measure communication efforts. E-CRM is a continuous process.
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5.3 Benefits of ecrm to banks and customers

Benefits to bank Benefits to customers
Relationship with the customer Using e-mail for business communication

Personalized services and one to one services
Customer interaction and satisfaction Convenience Speed of processing the transaction throghh ecrm respondse
Website to mkt products and services Transaction security
Service quality trust
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CHAPTER 6: INDUSIND BANK CASE STUDY
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IndusInd Bank Limited is a Mumbai based Indian new generation bank,[2][3] established in 1994. The bank offers commercial, transactional and electronic banking products and services. Indusind Bank was incorporated in April 1994 by Dr. Manmohan Singh the then Union Finance Minister. Indusind Bank is the first among the new-generation private banks in India. The bank started its operations with a capital amount of Rs.1,000 million among which Rs.600 million was donated by the Indian Residents and Rs.400 million was raised by the Non-Resident Indians. The bank has specialized in retail banking services and continuously upgrades its support systems by introducing newer technologies. It is also working on expanding its network of branches all across the country along with meeting the global benchmark. According to the bank, its name is derived from the rich and vivid Indus Valley Civilisation
Slogan
IndusInd bank has used many slogans to promote their cause. Some of the slogans used by the bank are We Care... Dil Se and We Make You Feel Richer. IndusA Savings Account that puts you at ease Presenting, IndusInd Bank Classic Savings Account. A special account that gives the best reach and access to your funds while giving you the flexibility to manage your funds between your Savings Account and Fixed Deposit without having to worry about minimum balance requirements. Benefit from the convenience of value-added services that are standard with your Indus Classic Savings Account and enhance the pleasure of your banking experience.
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Features & Benefits Eligibility Documentation

0
Features & Benefits IndusInd Bank presents a Savings Bank account with a host of facilities to make banking more convenient: Debit Card
o
IndusInd Bank presents a suite of premium to utility Debit Cards, that come loaded with features to make banking effortless for you. Choose from any of the following: International Classic VISA Debit Card or International Gold VISA Debit Card (Free for 1st year*) International Premium Platinum VISA Debit Card Use your card to earn reward points even on your daily transactions. Go shopping, pay utility bills, invest through SIPs or even withdraw cash and choose to get rewarded or auto cash back into your account through Indus Money. Easy Access Access over 550+ IndusInd Bank ATMs across India for cash withdrawals, cash/ cheque deposits, VISA Credit Card bill payment, balance enquiry, mobile top-up and other miscellaneous requests Access cash for withdrawal at over 60,000 ATMs in India, through our network partners VISA & NFS Access your funds at over 1 million VISA ATMs worldwide and 26 million VISA merchant outlets 5 Free Domestic Other Bank ATM Withdrawal in a month, unlimited if Average Monthly Balance is more than Rs. 10,000/Safe & Secure online shopping- Register for Verified by Visa (VbV) and use your card for online shopping & ePayments
45
o
Limits on card flexible
Mobile Top -up at ATMs * Gold Card - First Year Fees Cash-Back Offer- Use IndusInd Bank Gold Debit Card for purchases worth Rs.5000/- and above within 2 months from the date of issuance of card and get 100% refund of the card fees. Banking at your convenience
o
o o
Access & transact on your account from any of our 220+ branches across India completely FREE, be it for deposits, withdrawals or any other transactions 365 Days Banking at select branches Toll Free contact centre access to our Service Staff
Internet Banking
o o o
Free Internet banking service Free Bill Payment and Online Railway Ticket booking facility Free Fund Transfer- NEFT & RTGS
Cheque Book
o
Free personalised Payable-At-Par Cheque Book
Statements & Nomination

o o
Free Half Yearly Statements OR Monthly e-Statements / Pass Book facility Nomination Facility available
No need to carry cash anymore
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o o o o o o
Online Bill Payment, Railway Ticket Booking, e-Shopping Mobile Top-ups at ATMs Card-to-Card transfer (to VISA Credit Cards) over ATM and Internet Cash-less shopping with VISA Debit Card Free funds transfer. Use RTGS or NEFT to transfer funds anywhere in India completely FREE
Classic Savings Account

Eligibility The following can open an Indus Classic account o o o o o
Resident Individuals (Sole or Joint Account) Minor Hindu Undivided Families Trusts, Associations, Societies and Charitable trusts. Foreign national residing in India for a period greater than 180 days, can open a Savings account by providing the following Valid Passport Valid Visa Documentary Proof of residency in India
Balance Requirement Now, depending on your need, you can choose between keeping surplus funds for easy access in your Savings Account OR maximising returns by investing them in Fixed Deposits at attractive rates - without having to worry about Minimum Balance Requirements.
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AMB of Rs.5, 000/- in category A branches or Fixed Deposit/s of Rs. 50,000/AMB of Rs.5, 000/- in category B branches or Fixed Deposit/s of Rs. 35,000/AMB of Rs.2, 500/- in category C branches or Fixed Deposit/s of Rs. 25,000/AMB Average Monthly Balance Balance Non-Maintenance Charge Rs. 250/- per moDocumentation The following documents will be needed to open the Indus Classic account
o o o
o o
Duly Filled Account Opening Form One Passport Size Colour Photograph Initial deposit amount of Rs.5,000/- or more, if account opened in A&B Category Branch or Rs.2,500/- or more, if account opened in C Category Branch PAN card or Form 60/61 where PAN Card is not available Any one document from each of the following groups: Identity Proof Passport or Driving License or Voters ID or Photo Debit / Credit Card Address Proof Passport or Driving License or Voters ID or Utility Bill (not older than 3 months)
48
Indus Easy Savings Account

Features & Benefits Presenting a product loaded with features to make banking more convenient for you, at ZERO minimum balance! Simplified Processes
o
Hassle free account opening process
ATM Card
o o
Customers under this category have an option to go in for an ATM card, by paying Rs. 25/Easy Access Access over 550+ IndusInd Bank ATMs across India for cash withdrawals, cash/ cheque deposits, VISA Credit Card bill payment, balance enquiry, mobile top-up and other miscellaneous requests Access cash for withdrawal at 60,000 ATMs in India, through our network partner NFS 5 Free Domestic Other Bank ATM Withdrawal in a month, Unlimited if Average Monthly Balance is more than Rs. 10,000/-
Banking as per your convenience

o
Direct Withdrawal facility weekly once
49
o
365 Days Banking at select branches
Toll Free contact centre access to our Service Staff
Internet Banking
o o
Free Internet banking registration Free Fund Transfer- NEFT & RTGS
Cheque Book
o
One cheque book issued per annum

o o
Half yearly statements, monthly statement through email Free Nomination Facility
Features & Benefits Presenting a product loaded with features to make banking more convenient for you, at ZERO minimum balance! Simplified Processes
o
Hassle free account opening process
ATM Card
o o
Customers under this category have an option to go in for an ATM card, by paying Rs. 25/Easy Access Access over 550+ IndusInd Bank ATMs across India for cash withdrawals, cash/ cheque deposits,
50
VISA Credit Card bill payment, balance enquiry, mobile top-up and other miscellaneous requests
Access cash for withdrawal at 60,000 ATMs in India.

o
5 Free Domestic Other Bank ATM Withdrawal in a month, Unlimited if Average Monthly Balance is more than Rs. 10,000/-
Banking as per your convenience

o o o
Direct Withdrawal facility weekly once 365 Days Banking at select branches Toll Free contact centre access to our Service Staff
Internet Banking
o o
Free Internet banking registration Free Fund Transfer- NEFT & RTGS
Cheque Book
o
One cheque book issued per annum

o o
Half yearly statements, monthly statement through email Free Nomination Facility
ligibility The following can open an Indus Easy Account

o
Resident Individuals above 18 years of age.
51
Balance Requirement
o o
Zero minimum balance, with just Re.1/- to open the account. Indus Easy Account is opened under Simplified KYC process. At any point of time if the total balance or the total yearly credit in the account exceeds Rs. 50,000/- and Rs. 100,000/- respectively, the account holder will be required to provide additional documents for KYC completion, else the bank will be entitled to close the account.
Non Maintenance charges

o
No charges on non-maintenance of minimum Average Quarterly Balance
Documentation The following documents will be needed to open the Indus Easy account
o o o
An Account Opening Form Duly Filled One Passport Size Colour Photograph Simplified procedure of KYC norms (Either one of the following)
Introduction from an existing account holder. The introducers account with the bank should be atleast six months old and should show satisfactory transactions. Photograph of the customer who proposes to open the account, as well as his address need to be certified by the introducer.
52
OR Any other documentary proof as to the identity and address of the customer to the satisfaction of the bank.
Indus Privilege Savings Account

A Savings Account with special privileges for you and your family Presenting, IndusInd Banks Privilege Savings Account, a privilege account with the best features which offer more value for money, while also giving you the power to save and carry out hassle-free banking. The Indus Privilege Account gives you the following dualadvantage:
o o
Free Indus Young Saver Account with Recurring Deposit Facility for your child Power-packed Transactional Account
Features & Benefits IndusInd Bank presents a Savings Bank account which offers a host of features and benefits for you and your family. Free Indus Young Saver Account
o
Free Indus Young Saver Account with Recurring Deposits Facility for your child
53
Debit Card
o
IndusInd Bank presents a suite of premium to utility Debit Cards , that come loaded with features to make banking effortless for you. Choose from any of the following: International Classic VISA Debit Card- Free for Life International Gold VISA Debit Card (Free for 1st year*) International Premium Platinum VISA Debit Card Use your card to earn reward points even on your daily transactions. Go shopping, pay utility bills, invest through SIPs or even withdraw cash and choose to get rewarded or auto cash back into your account through Indus Money. Easy Access Access over 550+ IndusInd Bank ATMs across India for cash withdrawals, cash/ cheque deposits, VISA Credit Card bill payment, balance enquiry, mobile top-up and other miscellaneous requests Access cash for withdrawal at over 60,000 ATMs in India, through our network partners VISA & NFS Access your funds at over 1 million VISA ATMs worldwide and 26 million VISA merchant outlets 5 Free Domestic Other Bank ATM Withdrawal in a month, Unlimited if Average Monthly Balance is more than Rs. 10,000/Safe & Secure online shopping- Register for Verified by Visa (VbV) and use your card for online shopping & ePayments Limits on card flexible Mobile Top -up at ATMs
o o
54
* Gold Card - First Year Fees Cash-Back Offer- Use IndusInd Bank Gold Debit Card for purchases worth Rs.5000/- and above within 2 months from the date of issuance of card and get 100% refund of the card fees. Banking at your convenience
o
o o o o
Access & transact on your account from any of our 220+ branches across India completely FREE, be it for deposits, withdrawals or any other transactions 365 Days Banking at select branches Free Doorstep Banking Cheque/ Instruction Letter Pickup Free Demand Drafts (upto Rs.25,000/- per day) at all our branches Toll Free contact centre access to our Service Staff
Internet Banking
o o o
Multicity Cheque Book

o
Free personalised Multi-city Cheque Book
Standing Instructions
o
Free standing instructions, Sweep-In facility
55

o o
Free Quarterly Statements / Monthly e-Statements / Pass Book facility Nomination facility available
No Need to Carry Cash Anymore

o o o o o
Online Bill Payment, Railway Ticket Booking, e-Shopping Mobile Top-ups at ATMs VISA Credit Card bill payment over ATM and Internet Cash-less shopping with VISA Debit Card Free funds transfer. Use RTGS or NEFT to transfer funds anywhere in India completely FREE
o
Debit Card
o
IndusInd Bank presents a suite of premium to utility Debit Cards , that come loaded with features to make banking effortless for you. Choose from any of the following: International Classic VISA Debit Card- Free for Life International Gold VISA Debit Card (Free for 1st year*)
56

International Premium Platinum VISA Debit Card

o
o o
Use your card to earn reward points even on your daily transactions. Go shopping, pay utility bills, invest through SIPs or even withdraw cash and choose to get rewarded or auto cash back into your account through Indus Money. Easy Access Access over 550+ IndusInd Bank ATMs across India for cash withdrawals, cash/ cheque deposits, VISA Credit Card bill payment, balance enquiry, mobile top-up and other miscellaneous requests Access cash for withdrawal at over 60,000 ATMs in India, through our network partners VISA & NFS Access your funds at over 1 million VISA ATMs worldwide and 26 million VISA merchant outlets 5 Free Domestic Other Bank ATM Withdrawal in a month, Unlimited if Average Monthly Balance is more than Rs. 10,000/Safe & Secure online shopping- Register for Verified by Visa (VbV) and use your card for online shopping & ePayments Limits on card flexible Mobile Top -up at ATMs
* Gold Card - First Year Fees Cash-Back Offer- Use IndusInd Bank Gold Debit Card for purchases worth Rs.5000/- and above within 2 months from the date of issuance of card and get 100% refund of the card fees.
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Banking at your convenience

o
o o o o
Access & transact on your account from any of our 220+ branches across India completely FREE, be it for deposits, withdrawals or any other transactions 365 Days Banking at select branches Free Doorstep Banking Cheque/ Instruction Letter Pickup Free Demand Drafts (upto Rs.25,000/- per day) at all our branches Toll Free contact centre access to our Service Staff
Internet Banking
o o o

o
o

o o
58

o o o o o
Online Bill Payment, Railway Ticket Booking, e-Shopping Mobile Top-ups at ATMs VISA Credit Card bill payment over ATM and Internet Cash-less shopping with VISA Debit Card Free funds transfer. Use RTGS or NEFT to transfer funds anywhere in India completely FREE
o
Debit Card
o
IndusInd Bank presents a suite of premium to utility Debit Cards , that come loaded with features to make banking effortless for you. Choose from any of the following: International Classic VISA Debit Card- Free for Life International Gold VISA Debit Card (Free for 1st year*) International Premium Platinum VISA Debit Card Use your card to earn reward points even on your daily transactions. Go shopping, pay utility bills, invest through
59
SIPs or even withdraw cash and choose to get rewarded or auto cash back into your account through Indus Money.
o
o o
o o
Easy Access Access over 550+ IndusInd Bank ATMs across India for cash withdrawals, cash/ cheque deposits, VISA Credit Card bill payment, balance enquiry, mobile top-up and other miscellaneous requests Access cash for withdrawal at over 60,000 ATMs in India, through our network partners VISA & NFS Access your funds at over 1 million VISA ATMs worldwide and 26 million VISA merchant outlets 5 Free Domestic Other Bank ATM Withdrawal in a month, Unlimited if Average Monthly Balance is more than Rs. 10,000/Safe & Secure online shopping- Register for Verified by Visa (VbV) and use your card for online shopping & ePayments Limits on card flexible Mobile Top -up at ATMs
* Gold Card - First Year Fees Cash-Back Offer- Use IndusInd Bank Gold Debit Card for purchases worth Rs.5000/- and above within 2 months from the date of issuance of card and get 100% refund of the card fees. Banking at your convenience
o
o o
Access & transact on your account from any of our 220+ branches across India completely FREE, be it for deposits, withdrawals or any other transactions 365 Days Banking at select branches Free Doorstep Banking Cheque/ Instruction Letter Pickup
60
o o
Free Demand Drafts (upto Rs.25,000/- per day) at all our branches Toll Free contact centre access to our Service Staff
Internet Banking
o o o

o
o

o o

o o o o
Online Bill Payment, Railway Ticket Booking, e-Shopping Mobile Top-ups at ATMs VISA Credit Card bill payment over ATM and Internet Cash-less shopping with VISA Debit Card
61
o
Free funds transfer. Use RTGS or NEFT to transfer funds anywhere in India completely FREE
Documentation The following documents will be needed to open the Indus Privilege account
o o o
o o
Duly Filled Account Opening Form One Passport Size Colour Photograph Initial deposit of Rs. 10,000/- or more, if account opened in A&B Category Branch or Rs. 5,000/- or more, if account opened in C Category Branch. PAN Card or Form 60/61 where PAN card is not available Any one document from each of the following groups: Identity Proof Passport or Driving License or Voters ID or Photo Debit / Credit Card Address Proof Passport or Driving License or Voters ID or Utility Bill (not older than 3 months)
The above list is indicative. For a more detailed list, please contact your nearest branch or call our contact center.
Indus Young Saver

Specially designed to build and secure your childs future At IndusInd Bank, we understand your varied needs as a parent getting the best education for your children, saving for their future, ensuring their good
62
health and habits you always wish you had the time and resources to give them the best they deserve. As a Bank we feel a strong responsibility in securing your financial future. We therefore offer you a portfolio of savings and investment solutions for your child. Presenting to you the Indus Young Saver Account. A flexi recurring deposit for your child, which gives you the freedom to transfer as much you want in a month, without worrying about pre determined limits. You can also opt for
a Debit Card for your child (with specified spending limits), so your child learns the value of money. Features & Benefits Presenting the Indus Young Saver Account with a host of unmatched features for your children Open the account with a minimum deposit of Rs.11/- only. This account can be opened as a free add-on account with a regular IndusInd Savings account. This account is an ideal combination of a Savings Bank Account and Flexi Recurring Deposit. Flexi Recurring Deposit
o o o
A linked Flexi Recurring Deposit will be opened along with the Indus Young Saver account The monthly instalment towards the Recurring Deposit are flexible Balance in Savings Bank Account will be transferred to the Flexi Recurring Deposit on the last day of every month, leaving Rs.100/- in SB account Tenure of Flexi Recurring Deposit - 6 months to 120 months
Standing Instruction
63
You can setup Standing Order Instructions from your account to your childs Young Saver Account and watch his savings grow. Debit Card for your child To inculcate healthy saving habits in your child you can request for a Debit Card where you can set the limit on how much he/she can
spend/withdraw on a daily basis. Interactions with the bank will also give your child a headstart in learning the basics of banking. TDS not applicable TDS is not applicable on the interest earned on the Recurring Deposit. Eligibility The Indus Young Saver account can be opened in the minors name, eithero o
As an Under Guardian account, where the parent shall be operating the account By the minor himself / herself, if the minors age is 12 years or more
Balance requirement Average Monthly Balance to be maintained Zero Balance Balance Non-Maintenance charges
64
Not Applicable Documentation The following documents will be needed to open the Indus Young Saver account
o
An Account Opening Form Duly Filled
o o o o o
One Passport Size Colour Photograph PAN card or Form 60 / 61 where PAN card is not available Birth certificate of the minor Introduction by the parent/ guardian Any one document from each of the following groups: Identity Proof Passport or Driving License or Voters ID or Photo Debit / Credit Card Address Proof Passport or Driving License or Voters ID or Utility Bill (not older than 3 months)
The above list is indicative. For a more detailed list, please contact your nearest branch or call our contact center.
Indus Maxima Savings Account

Welcome to the world of Indus Maxima- our premium Savings Account offering for select customers like you. Banking is all about convenience, comfort and multitude of services. Indus Maxima offers just that - a host of premium services and exclusive banking solutions that cater to all your financial needs. With the Indus Maxima savings account, you also get your very own IndusInd Maximum Platinum Debit Card. This account comes with many exclusive privileges, discounts and offers to match your lifestyle.
Features & Benefits
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We welcome you to explore the world of Maximum benefits, convenience and rewards with Indus Maxima. List of Exclusiveso o o o
Maximum Platinum VISA Debit Card 2 Free Add-on Accounts Host of free services & benefits Anywhere Banking
Relationship Banking
Maximum Platinum Debit CardGet the very premium Maximum Platinum Debit Card with your Indus Maxima account. The feature rich card offers you maximum benefits as listed below6. Higher Daily Limits- Daily Purchase Limit- Rs.3,00,000/- & ATM Withdrawal- Rs.2,00,000/7. Host of complimentary Insurance Covers 8. No fuel surcharge- The regular surcharge of 2.5% on petro/fuel purchase will be absorbed by the Bank so you can enjoy waiver on the surcharge 9. Get 5X reward points - the higher you spend, higher the points you earn. Earn upto 5 times reward points, under our loyalty Programme Indus Money! Power of Choice: You decide whether your rewards will be in form of automatic monthly cashback or reward points accumulation Exclusive reward points redemption catalogue Exciting usage & discount offers 10. Safe & Secure online shopping- Register for Verified by Visa (VbV) and use your card for online shopping & ePayments. 11. Minimal Pricing While the Platinum Debit Card comes to you with a host of
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benefits and offers, we have priced the same nominally. The price that you pay for the card will be of no match to the benefits that you can get from the card, making it Maximum Platinum! Annual Platinum Card FeeOn Primary Account Rs.99/On Add-On Accounts (upto 2) Free for Life
Group Account Benefit- 2 Add-on Accounts FREE Indus Maxima offers you the option to open upto 2 add-on accounts FREE for your family members. You also get grouped account benefit, whereby the average balance can be maintained across the 3 accounts together. Enjoy all the premium benefits on each of the 3 accounts while the balance can be maintained through any or all of the account/s. Whats more the Premium Platinum Card comes FREE on your add-on accounts. Host of Free Services & Facilities
o o o o o o o o
Unlimited Payable at Par (PAP) Cheque Books Unlimited Other Bank ATM Withdrawals in India & 1 international ATM withdrawal free per month Unlimited Pay Orders & Own Bank Demand Drafts Free 1 correspondent bank draft up to Rs. 50,000 free per day Free funds transfer through NEFT or RTGS Free Foreign Inward Remittance facility Free Monthly Statements (Physical and/or e-Statements) & SMS Alerts Platinum Debit Card Free on Add-on account/s
Anywhere Banking
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Access your account through any of our 220+ branches across India, be it cash withdrawals/deposits, enquiries or transactions. You can access your account through any of our branches without any charge. No charge on usage of payable-at-par service, internet banking, ATM, SMS Alerts, Phone Banking and E-statements.
Relationship Banking- Maximum Convenience Indus Maxima account will truly bring you convenience of banking with our premium Relationship Banking services. Basis the balance maintained in your account/s, a dedicated Relationship Manager (RM) shall be assigned to you. Your Relationship Manager will assist you on all your banking and investment needs. IndusInd Bank offers the following financial serviceso o o o
Lockers Demat Account e-Trading Account Insurance & Investment Options
Eligibility
o o o o o
Resident Individuals (Sole or Joint Account) Minor Hindu Undivided Families Trusts, Associations, Societies and Charitable trusts. Foreign national residing in India for a period greater than 180 days, can open a Savings account by providing the following Valid Passport Valid Visa Documentary Proof of residency in India
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Balance Requirement Average Quarterly Balance: Rs. 25,000/Note Indus Maxima account allows you grouping benefits, whereby the average balance required can be maintained across 3 accounts together
Balance Non-Maintenance Charges* If balance less than Rs.25,000/- but more than Rs.18,750/If balance less than Rs.18,750/- but more than Rs.12,500/If balance less than Rs.12,500/*On Quarterly Basis Note AQB Non - Maintenance charge, if applicable shall be recovered from the primary account (based on choice indicated by the customer at the time off account opening) Documentation
o o o o o
Rs.300/Rs.600/Rs.900/-
An Account Opening Form Duly Filled One Passport Size Colour Photograph Initial deposit amount of Rs.25,000/- or more PAN card or Form 60 / 61 where PAN card not available Any one document from each of the following groups: Identity Proof Passport or Driving License or Voters ID or Photo Debit / Credit Card
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Address Proof Passport or Driving License or Voters ID or Utility Bill (not older than 3 months) The above list is indicative. For a more detailed list, please contact your nearest branch or call our contact center.
BANKING FOR NRI
IndusInd Banks range of NRI products and services offer you unmatched benefits that take care of more than just your basic banking requirement. We believe in constantly innovating and providing best-in-class products and seNRE Premium Savings Account rvices that make banking quicker, easier and simpler.
Introducing, the NRE Premium Savings Account, that gives you more for your money. The NRE Premium Savings Account has been designed to meet your specific needs as an NRI. rv
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1 0
Features & Benefits

o
o o
o o
Zero Balance Account : The account is a zero balance account that saves you the hassle of keeping tab of your average balances Free International Debit Card : You get an International Debit for use against your NRE Premium Savings Account, free for life. Free Demand Drafts : You can issue demand drafts / pay order from your account, absolutely free of charge Free* International ATM Withdrawal : The NRE Premium Savings account enables you to make 2 Free cash withdrawals at any Visa terminal overseas Free Payable-at-Par Chequebook : You get unlimited payable-at-par chequebooks for use in India Doorstep Banking : This unique facility provides you the convenience of transaction from the comfort of you home, during your visit to India. This facility is applicable for both cash as well as non-cash transactions Free SMS Alerts : This facility enables you to track your account on a daily basis. This facility is currently available in 8 international geographies only. Free Internet Banking : The Internet Banking facility enables to you access your account anytime, anywhere.
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o o
Free Utility Bills Payment : Using this facility, you can pay utility bills with select utility service providers in India. NEAT (NRI Enquiry Assistance Tracker) : A unique service that facilitates you to seek responses to your queries related to banking, taxation, legal & finance Concierge Service : You can avail of the concierge service to meet your financial requirements including tax returns filing, PAN application processing & property registration.
Documentation
o o o
o o o
Completed application form One photograph for each applicant Photocopies of the pages of the passport showing your passport and personal details Photocopies of your visa / work / resident permit One document indicating either your overseas or mailing address (if different from your overseas address) All documents need to be self-attested The above account opening form and documents need to be submitted at your nearest IndusInd Bank branch in India. Customers in UAE and London can submit the forms to our Representative Offices in these countries
NRE Regular Savings Account

The NRE Regular Savings Account enables you to manage your overseas earnings with ease. The NRE Regular Savings Account has been designed to meet your specific needs as an NRI. features & Benefits
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o
o o o o o o
Zero Balance Account : The account is a zero balance account that saves you the hassle of keeping tab of your average balances International Debit Card : You get an International Debit that enables you to access your account at any Visa terminal overseas Free Pay Orders : You can issue pay order from your account, absolutely free of charge Free Payable-at-Par Chequebook : You get a payable-atpar chequebook for use in India
o o
Doorstep Banking : This unique facility provides you the convenience of transaction from the comfort of you home, during your visit to India. This facility is applicable for noncash transactions only Free SMS Alerts : This facility enables you to track your account on a daily basis. This facility is currently available in 8 international geographies only. Free Internet Banking : The Internet Banking facility enables to you access your account anytime, from anywhere. Free Utility Bills Payment : Using this facility, you can pay utility bills with select utility service providers in India. NEAT (NRI Enquiry Assistance Tracker) : A unique service that facilitates you to seek responses to your queries related to banking, taxation, legal & finance Concierge Service : You can avail of the concierge service to meet your financial requirements including tax returns filing, PAN application processing & property registration.
Apply Now for a NRE Regular Savings Account and experience banking convenience at its best! Documentation
o
Complete application form
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o o o o
Your Photograph Photocopies of the passport showing your passport and person details* Photocopy of your visa / resident permit / work permit* One document indicating your mailing address as mentioned on the application form.*
*.
NRO Regular Savings Account

The NRO Regular Savings Account enables you to manage your Indian Rupee earnings in India.
1 0
Features & Benefits

o
o o o
Zero Balance Account : The account is a zero balance account that saves you the hassle of keeping tab of your average balances Debit Card : You get a Debit Card for use in India, against your NRO Regular Savings Account Free Pay Orders : You can issue pay order from your account, absolutely free of charge Free ATM Withdrawal : The NRO Regular Savings account enables you to make Free cash withdrawals at any Visa terminal in India Free Payable-at-Par Chequebook : You get a payable-atpar chequebook for use in India
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o
Doorstep Banking : This unique facility provides you the convenience of transaction from the comfort of you home, during your visit to India. This facility is applicable non-cash transactions only Free SMS Alerts : This facility enables you to track your account on a daily basis. This facility is currently available in 8 international geographies only. Free Internet Banking : The Internet Banking facility enables to you access your account anytime, from anywhere.
o o
Free Utility Bills Payment : Using this facility, you can pay utility bills with select utility service providers in India. NEAT (NRI Enquiry Assistance Tracker) : A unique service that facilitates you to seek responses to your queries related to banking, taxation, legal & finance Concierge Service : You can avail of the concierge service to meet your financial requirements including tax returns filing, PAN application processing & property registration.
Apply Now for a NRO Regular Savings Account and experience banking convenience at its best!
RFC Account As an important step towards further liberalisation of

foreign exchange facilities available to individual residents, it has been decided by Reserve Bank of India to permit a person resident in India to open, hold and maintain with a licensed Bank (which is also an Authorised Dealer) in India a Foreign Currency (Domestic) Account and foreign
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exchange acquired from any of the sources specified as under can be kept in this account by the resident.
1 0
Features & Benefits

o
While on visit to any place outside India by way of payment for services not arising from any business in or anything done in India; or From any person not resident in India and who is on a visit to India, as honorarium or gift payment for services rendered or in settlement of any lawful obligations; or By way of honorarium or gift while on a visit to any place outside India; or
o o o o
From an authorised person for travel abroad and represents unspent amount: or Gift received from close relative; or Foreign exchange earned through export of goods and/ or services; or royalty, honorarium etc NO Charges on non-maintenance of minimum Average Quarterly Balance
Type of Account : Current account Currency : Foreign Currency such as USD, GBP & EURO Eligible credits : Out of Foreign Exchange acquired from the sources specified as above in the form of currency notes, bank notes and travellers cheques. Eligible Debit : Payment towards current and capital account transactions in accordance with existing foreign exchange Regularities.
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Ceiling : No upper ceiling on balances held in account is stipulated by Reserve Bank of India . Interest : No interest will be payable on balances held in account CUSTOMER SATISFACTION SURVEY:
1: Responsiveness employees dealing with customers.
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70
60 50 40 30 20 10 0 BEST GOOD AVERAGE Series 1
BEST=80%
GOOD= 65%
AVERAGE= 50%
2: Quality service provided by bank?
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best 80%
Category1 Category2 Category3
average
75%
good 60%
80% 75% 60%
Best Average Good
3: How good are customer queries are solved?
60 50 40 30 20 10 0 best good average
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4.Customer care service of the bank?
45 40 35 30 25 20 15 10 5 0 average good best Series 1
5.what are the customers perceptions about crm and non crm banking system? Ans.
Sr no. 1. 2. 3. 4. 5. Factor Realibility Responisiveness Empathy Tangibles Assurance CRM 5.58 Users 0.5 Users 0.66 Users 0.5 Users 5.75 Users NON CRM 4.98 Users 0.5 Users 0.39 Users 0.5 Users 5.02 sers
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6.What is the purpose behind the implementation of this system? Ans. It is said that CRM is not a product or service, it is an overall business strategy that enables companies to effectively manage relationships with their customers. It provides an integrated view of a companys customers to everyone in the organization. With the intensified competition, companies realized that they have to treat their customers with respect. Customers have a lot more choices and they do not have to be loyal to any company. Companies are now trying to figure out ways to manage customer relationships effectively, not only to acquire new customers but also to retain their existing customers.
In fact with increase competition in the retail banking sector has intensified the use of CRM as a means of securing competitive advantage. The throw of the dice is that if bank maintains customer relationships, it will create mutually beneficial relationship which will lead to customer loyalty.
Market share increment purpose Customer loyalty

Increasing profit
95%
95.5%
98%
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Steps followed by the bank for customer rentention Quality service is provided for building good relationship with customers. The following steps are provided by the bank for customer rentention: Sms banking Internet banking Atm facility Telebanking
Creditcard Debitcard Lockers etc. Bank doesnt focus on certain groups but it caters all groups. The call centres are also available. All customers are given equal services. Bank track individual problem of customer. According to bank customers are satisfied with the bank and it can be seen by number of accounts opened regularly and increase in business of bank in all departments. It is very important for the bank to have a good customer relationship management debt of the bank.
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Customer satisfaction ultimately results in the increase in the bank profits. To help customer at our best. To keep a track of every complaint and problems of customers to solve it and see to it that it doesnt get repeated. Customer rentention is important. Increase in number of customers. Various services are provided(debit card,credit card,internet banking)
Chapter 7:
Suggestions,conclusion and findings
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SUGGESTIONS
Bank should increase staff. Bank transaction should be fully computerized. Customer care services of the should be improved for convenience of customers. Customer care services of the bank should be fast and responsive. Atms should be increased.
Findings
crm is not a technology iniative ,many have confused as technology initative and assigned the crm implementation project to their information system and it group.
83 Technology is neede in order to implement crm particulary the customization part but technology is not the driver of crm or the solutions to the successful crm implemention. Crm is not a exclusively a sales initative similar to marketing.crm is often lodged with the sales department.the sales force after all its extremely close to their customers.understandin g their needs and wants and trying to fulfill them. Sales however is just one functional area that can benefit from crm and that is necessary for crm.
Conclusion
Providing excellent customer service is no easy task. This aspect of business is amajor force that can make or break profits. However , customer service is rarelym e n t i o n e d i n a n o r g a n i z a t i o n ' s m i s s i o n s t a t e m e n t n o r i s i t t h e t o p o f t h e discu ss io n li st for st aff mee ti ng s or tr ain ing s es sio ns . Pro vi di ng the ty pe of c u s t o m e r s e r v i c e t h a t i s e x p e c t e d b y c u s t o m e r s t a k e a l o t o f t h o u g h t a n d flexibility on the part of management as well as staff members. The challengesfaced by banks and their customers are many but the trick lies in de-mystifyingcomplex financial relationships. Technical solutions deployed by banks todaya r e f l e x i b l e , u s e r f r i e n d l y a n d m e a n t t o f a c i l i t a t e s p e c i f i c w o r k f l o w a n d requirements in implementation processes. In order to simplify lives, banks have be gun to im pl eme nt en d - to- end tec hno log y thro ugh a ll dep artme nt s wit h t he intention of removing human error from processes previously existing manualenvironments could not have been adequate for future visions, growth plans andstr ate gi es. In th i s d ay and ag e, cus tom ers en jo y comp le te lux ury i n t erms of customized technical solutions and banks us the same for long term, mutually beneficial relationships.
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1

TARA VIVEK COLLEGE GAJJAN MAJRA

UNDERTAKEN AT INDUSIND BANK KHANNA

Submitted by: Pawandeep kaur

Suggestations ,findings& conclusion

CHAPTER 1 CUSTOMER RELATIONSHIP MANAGEMENT INTRODUCTION

1.2 DEFINING CRM:

1.3 THE EMERGENCE OF CRM :

1.4 CUSTOMER RELATIONSHIP MANAGEMENT IN INDIAN BANK:

1.5 NEED OF CRM IN BANKS:

1.COMPAIGN MANAGEMENT:Banks need to identify customer ,tailor

7.Activity management:It helps managers to assign and track the

8. contact center:it enables customer service agent to provide uniform

9.operational efficiency removal:Crm can help in strategy

10.Enhanced productivity:It enhances the productivity of

11.Crm with business intelligence:Banks need to analyze the

1.6 Obejective of crm in banks

1.7 BENEFITS OF CUSTOMER RELATIONSHIP MANAGEMENT

1. Shared or distributed data:

CHAPTER-2 Literature review

CHAPTER 3 DESIGN OF THE STUDY

Design of the study Objectives:

CHAPTER 4 CUSTOMER RELATIONSHIP MANAGEMENT AND PROCESS FRAMEWORK

4.1 CUSTOMER RELATIONSHIP MANAGEMENT PROCESS FRAMEWORK

4.2 A FRAMEWORK FOR SUCESSFUL CRM

Adopt a suitable framework:a simple framework

will help you to

4.3 Relationship management and governance process:

4.4 RELATIONASHIP PERFORMANCE AND Evaluation Process:

KEY PRINCIPLES OF CRM DIFFERENITATE CUSTOMERS:all customers are

Keeping exiting customers:grading customers from very satisfied

CUSTMER RENTENTION; under the present content

Approaches to customer process:

Stages of rentention in customer life cycle

Acquisition is a stage in which

Building customer relationship management:

setting satisfactory services standard

performance of each link must be objectively analysed and corrected in tune

5.3 Benefits of ecrm to banks and customers

Relationship with the customer Using e-mail for business communication

Website to mkt products and services Transaction security

Service quality trust

CHAPTER 6: INDUSIND BANK CASE STUDY

Features & Benefits Eligibility Documentation

Limits on card flexible

Free personalised Payable-At-Par Cheque Book

Statements & Nomination

No need to carry cash anymore

Classic Savings Account

Indus Easy Savings Account

Hassle free account opening process

Banking as per your convenience

Direct Withdrawal facility weekly once

365 Days Banking at select branches

Toll Free contact centre access to our Service Staff

One cheque book issued per annum

Statements & Nomination

Hassle free account opening process

Access cash for withdrawal at 60,000 ATMs in India.

Banking as per your convenience

One cheque book issued per annum

Statements & Nomination