Submitted By:MANEESH SHARMA Enrollment No:-07712401809

Customer Relationship Management

Customer Relationship Management or CRM is a

company-wide business strategy designed to reduce costs and increase profitability by solidifying customer loyalty. It's a strategy used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. After all, good customer relationships are at the heart of business success.

Company Profile
About HDFC Bank
Bank is one amongst the firsts of the new generation, tech-

savvy commercial banks of India, was set up in January 1995, after the Reserve Bank of India allowed setting up of Banks in the private sector. The Bank was promoted by the Housing Development Finance Corporation Limited, a premier housing finance company (set up in 1977) of India. RETAIL BANKING SERVICES WHOLESALE BANKING SERVICES TREASURY

Products Of HDFC
ACCOUNTS & DEPOSITS

- Regular Savings Account - Savings Plus Account - Savings Max Account - Senior Citizens Account LOANS - Personal Loans - Home Loans - Two Wheeler Loans - New Car Loans - Used Car Loans INVESTMENTS & INSURANCE - Mutual Funds - Tax Planning - Insurance - Bonds

Mission And Vision

MISSION
It mission was to became a World Class Indian Bank To build sound customer franchises across distinct businesses. Benchmarking against international standards. Best practices in terms of product offerings, technology, service levels, risk management and audit & compliance VISION The HDFC Bank is dedicated to keep the maximum level of professional integrity, ethical standards, and regulatory compliance. Its business attitude is depending on four fundamental values such as:First one is Operational excellence. Second on Customer Focus. Third on Product leadership and Fourth on People.

SWOT ANALYSIS
Strength The keys strength areas of HDFC Bank are their motivated and highly competent staff who is aggressive in their pursuit for excellence in terms of employee competence it rivals the highly rated foreign banks.
Weakness Though HDFC Bank has wide coverage of ATM Network throughout the country it is not considered adequate keeping in view is wide customer base. Opportunity HDFC Bank has good opportunity in Rural area and offices etc. which are still untouched by banks of such repute an are considered virgin markets. Threat Other banks like ICICI, Centurion, UTI, IDBI, an expanding at a very fast rate and are perceived as threat to HDFC Bank.

Objective Of Study
1.To Study products and services offered to retail customers. 2. To Ascertaining the behavior and perception of the existing customers towards products/ services in banking. 3. To Study the value of existing customers and reduced cost associated with servicing them and ways to increasing the overall efficiency of bank performance. 4. To Identifying the most profitable and least profitable customer (Banding) 5. To identify and study the various ways of ensuring customer satisfaction adopted by HDFC bank. 6. To Receiving the customer feedback that leads to new and improved product and services.

Research Methodology
DATA COLLECTION TECHNIQUES
Primary Source Secondary Source

Sample size: The sample size was taken to be 100 customers. Some of the customers were interviewed individually everyday and asked to fill the questionnaires.

Limitation
The area was large and it was not possible to deal with each and every

customers.
Many of the customers where not cooperative when they are asked give few

minutes.
As HDFC Bank is a big brand, many times the answers of the respondent

may be affected by his good or bad experience about some other product.
To convince the people for a proper interviewing process is also difficult.

Compilation of data on competitor analysis was difficult due to non-

availability of correct information.

Conclusion
Thus there is a need to convert the people in mutual fund and credit

cards for increasing profitability of bank. HDFC Bank has always sought profitable customers and generated profit from them and taken steps by converting the non profitable customer to profitable customers. Customers can be pulled into profitability band when the customer is satisfied with the product and services which he is using. Customer satisfaction plays an important role as customers are satisfied they will look for some other product. At this state Relationship Manager is very important who can suggest the customer which product to use with reference to his need. They must maintain mutual relationship between the relationship manager and customer. CRM lead to better understanding of all aspects of customer behaviour regarding issues and benefits offered by a company and helps differentiate itself from others.

RECOMMENDATIONS
Continuous interaction with the customers is necessary in order to continue

with relationship Building activities for long term prospective. The bank should come up with more branches in other locations in Faridabad city. The bank should open more ATM networks. To increase the number of customers HDFC Bank should also offer some products for small business. (For example- Zero balance savings and current account.) It is seen that most of the customers are not aware of products and services offered by HDFC Bank. Thus HDFC Bank should pay some attention on Advertisement. HDFC Bank has very less sales force than other banks, this is a reason that customers have lack of attention towards HDFC Bank. This part can be improved by increasing the sales force. Account opening process in HDFC Bank is comparatively complicated and Time-consuming in case of current accounts HDFC Bank should consider time factor as it is very important.

BIBLIOGRAPHY
Books Varshney P.N;Banking Law and Practice:Sultan Chand and Sons;2005 Kothari C.R.Research Methodology - Methods and Techniques Web Sites htpp://www.hdfc.com http:// www.bankinghistory.com http:// www.wekipedia.com http://www.hdfcustomer.com

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