Services Marketing

Presentation.
State Bank OF India-
Profile
The origin of the State Bank of India goes back to the first decade
of the nineteenth century with the establishment of the Bank of
Calcutta in Calcutta on 2 June 1806.
It was the first joint-stock bank of British India sponsored by the
Government of Bengal.
SBI Chairman is Shri A.K.Purwar.
The total number of branches of SBI and its associates till March
2003 were 13579.
About 46% of the Bank's branches are located in rural areas.
ICICI Bank- Profile
ICICI has About Rs.112,024 crores and a ICICI Bank is India's
second-largest bank with total assets of network of about 450
branches and offices and about 1750 ATMs.
ICICI Bank was originally promoted in 1994 by ICICI Limited, an
Indian financial institution, and was its wholly-owned subsidiary.
ICICI's shareholding in ICICI Bank was reduced to 46% through a
public offering of shares in India in fiscal 1998, an equity offering in
the form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's
acquisition of Bank of Madura Limited in an all-stock amalgamation in
fiscal 2001, and secondary market sales by ICICI to institutional
investors in fiscal 2001 and fiscal 2002.
ICICI was formed in 1955 at the initiative of the World Bank, the
Government of India and representatives of Indian industry. The
principal objective was to create a development financial institution for
providing medium-term and long-term project financing to Indian
businesses.

UTI BANK

UTI Bank was the first of the new private banks to have begun operations in 1994,
After the Government of India allowed new private banks to be established. The Bank
was promoted jointly by the Administrator of the specified undertaking of the Unit
Trust of India (UTI - I), Life Insurance Corporation of India (LIC) and General
Insurance Corporation Ltd. and its associates viz. National Insurance Company Ltd.,
The New India Assurance Company, The Oriental Insurance Corporation and United
Insurance Company Ltd.
The Bank today is capitalized to the extent of Rs. 231.15 Crore with the public holding
(other than promoters) at 45.94%.
The Bank's Registered Office is at Ahmedabad and its Central Office is located at
Mumbai.
Presently the Bank has a very wide network of more than 200 branch offices and
Extension Counters. The Bank has a network of over 1150 ATMs providing 24hrs a
day banking convenience to its customers. This is one of the largest ATM networks in
the country.

Product and Services of SBI
Products
Services
SBI Vishva Yatra card.
E-Rail
Portfolio Management.
Demat Service.
ATM Services
Internet Banking
Safe Deposits Lockers
Rupee Travellers Cheque.
Info On Deceased accounts.
SBI Cash plus Scheme.
RBIEFT
Personal Banking.
Gold Banking.
NRI Banking.
International Banking
Corporate Banking.
Development Banking
Small Scale Industries.
Small Business Finance.
Product line-service line
Product line (gen)
banking.
Investment
Demat.
Loans.
cards
Corporate.
Transaction banking.
Treasury.
Investment.
captialmarket

Service line.
Online services.
N.R.I.services.
Any where banking
services.
Corporate
Security market
services.
International banking
services.
Agribusiness
Corporate and
stuctured business.

Product & Service Line
Product Line
- Savings Account
- Current Account
- Salary Power
- Power Salute
- Priority Banking
- RFC(D) Account
- Fixed Deposit
- Recurring Deposit
- Lockers
- Debit Card
- Travel Currency Card
- Encash 24
- Loans


Service Line
- ATM
- Internet Banking
- Tele Banking
- Shopping
- Bill Pay
- Documentation
- Remittances
- Tax Consultancy
- Portfolio Tracker
- IPO Buzz
- Pension Payments
- Trade Services
- Cash Management
- Depository Services

Vision and Mission Of The
Bank
Vision:-
To become the number one bank in India
To Set Up highest number of ATMs in India.
To provide quality service to the customers.
Mission:-
Continuous upgrading the technology.
Entering into the global market.
Concentrating on rural market in India.
Vision and mission
Vision:-
To become the number
one bank in India
To provide quality service
to the customers.
To continue growth as high
standard bank with in the
nation
Progressive globalization
and achieving international
standards.
Efficiency and effectiveness
built on ethical practices.

Mission:-
Continuous upgrading the
technology.
Entering into the global market.
Providing quality service
effectively and efficiently







Mission & Vision
Mission
Customer Service and Product Innovation tuned to diverse needs of individual and
corporate clientele.

Continuous technology up gradation while maintaining human values.

Progressive globalization and achieving international standards.

Efficiency and effectiveness built on ethical practices.

Vision
Customer Satisfaction through

Providing quality service effectively and efficiently
Smile, it enhances your face value" is a service quality stressed on
Periodic Customer Service Audits
Maximization of Stakeholder value

Success through Teamwork, Integrity and People



7Ps Of Banking Service
Products
Deposits
Letters of Credit
Foreign Currency
Consultancy
Merchant Banking
Project & Investment
counselling.
Advances

Loans
Bills Discounting
Guarantees
Credit Cards
Remittances
Collection
Trusteeship
Standing Instructions

Place
Branches.
Branch and off-site ATMs.
Online Banking.
Floating ATMs.
Tele-Banking.
Price
Interest
Commission
Dividends
Shares
Bonds
Non-Performing Assets

Promotion
Advertising
Publicity
Sale Promotion
Word-Of-mouth promotion
Personal selling
Telemarketing
Public Relations
Physical Evidence
Staff
Cheque books
Currency
Receipts
Application forms
Counters
ATMs
Credit Cards
Records Books.
Debit Cards Cards
Advertisements
Campaigns
Vouchers
Transaction receipts
Agencies
People
Staff
Agents
Auditors
Board of Directors
Banking Service Recruitment Board (BSRB)
RBI
Trade Unions
Customers
Brand Ambassadors


Process
Canvassing
Application
Verification
Sanctioning
Delivering
Inspection
Documenting

Market Segmentation
Demography Segmentation:-
Middle and High Income Group.
Colleges Going Students.
Psychographic segmentation:
Working class
Framers.
NRIs
Users segmentation:-
corporates
Small and Large Scale Industries
Educational Institutes
Geographic segmentation:-
Mainly concentrating on Urban and semi-urban areas.

Market segmentation
User segmentqtion
NRIs
Employees
Small and Large Scale Industries
Educational Institutes
Geographic segmentation
Mainly concentrating on Urban and semi-urban
areas, no or less concentration on rural areas.
Branches in Singapore and gulf for NRIs
Demographic segmentation
Average quarterly income of Rs 100000and more ,
Rs 200000 and more , Rs. 10lakh and more
Women's account
User classification
Corporate account , regular account, demat account
Other classification

Users segmentation
Market Segmentation


Salaried or self-employed, professionals, high net worth individuals and NRI's

Travelers
Average quarterly income of Rs 10000 and more , Rs 25000 and more , Rs. 1 lakh and more, 5
lakhs and more
Private Employees
Permanent Govt. Employees
Defense Personnel
NRIs
Sole proprietors
Partnership Firms
Trusts
Associations
Students technical / professional in India and abroad





Marketing Plan Of SBI
SBI join hands with Siemens for financial purchases.
SBI opens 10th ATM in Mangalore
SBI , VISA going to prepaid foreign travel card.
SBI to buy loan Portfolios.
SBI Ties-up for ATM network with ICICI bank and HDFC bank.
SBI to extend ATM services to Visa and Master card clients.
SBI and Maruti in car financing tie-up.
Marketing plan
To retain the position in the banking sector and
diversifying the product line .
Concentrating more on financial products and becoming
leader in the sales of financial products .
Concentrating more on upper market segment.
To be as convenient for the people as possible.
To have some collaborations and tie ups with foreign
banks for the improvement of services .
Relationship Marketing By SBI
FAIR LENDING PRACTICES CODE (FLPC) is a voluntary
code adopted by SBI Bank, which aims to achieve
synchronization of best practices while dealing with Customers
in India. It aims to provide valuable inputs to Customers and
facilitates effective interaction of customers with the Bank.

Education Loans from State Bank of India

Relationship marketing
E-mail address: investor@icicibank.com
rangaswami.tv@infotech.icici.com
Rakesh Jha / Anindya Banerjee
ICICI Bank Limited
ICICI Bank Towers
Bandra Kurla Complex
Mumbai - 400 051
INDIA
Email: IR@icicibank.com
Fax: 91-22-6531175
Or call
Rajesh Jha on +91-22-653 6157
Anindya Banerjee on +91-22-653 7131

toll free no for any query= 6479191
Many other ways like grievance handling cell .e.c.t

Relationship Marketing
As a RM strategy UTI presents Priority Banking. A service that would
provide preferential treatment to select customers. It provides
Banking, Investment and Lifestyle Privileges.
As a Priority banking customer, they will have access to exclusive
'Priority Banking Area' within the Branch. This area would have an
ambience which would allow to conduct financial transactions in
utmost comfort and confidentially, through a dedicated Relationship
Manager.
Banking Privileges
Investment Privileges
Lifestyle Privileges

Design Of Banking Services
1. CUSTOMER CONTACT
How much contact will the customer have with the
service and what will the nature of that contact
be?
In Banking services the contact with customers will
be more at every stage the customer is involved
in services.
- Application Filling
- Deposits
- Withdrawal

2. SERVICE MIX
What service will be provided in terms of breadth
and depth?
Breadth of services
Deposits
Loans
Gold Banking
Corporate Banking
Depth of Services
Savings Deposits
Fixed Deposits
Housing Loans
Educational Loans
3. LOCATION OF SERVICE CONSUMPTION

Will the customer come to a service facility (Single or multi-
site) or will the service come to the customer (at home or mobile)?

In banking services customers come to service
facility and served at multi points (different
branches and ATMs)
4. DESIGN OF SERVICE FACILITY AND
ACCESSORIES
a) What should the layout, furnishing, colour, etc. of the facility
be?

b) What design discussions need to be made in respect of staff
(uniforms), vehicles (colour, logo), and non-personal
communication (letter headings, signs, brochures etc.)?

In banking services the layout must be attractive.
There should be common letter headings , signs and
brochures.

5. TECHNOLOGY
a) What will be the balance between technology and people, e.g.
how will it apply to the employees work and the customers
usage of the service?

b) Will the technology be predominantly hard, e.g. automation or
soft, e.g. pre-planned systems - pre-packaged tours?

In Banking latest technology should be used, where through which
could be provided fastly.
For this purpose almost all banks are becoming computerized and
using special like cash counters.

6. EMPLOYEES
a) How many will be required?
b) What will the ratio be between back office
employees and front-office employees?
c) How many supervisors will be required to control
frontline employees?
d) What skills will be needed and how will they be
acquired?
e) How flexible will employees need to be?

In banking services employees should be qualified with
minimum degree and they should be flexible to perform
various activities.
7. ORGANIZATION STRUCTURE
a) How many layers in the organization are desirable?

b) How should the finance, operations, personnel and
marketing functions be organized?

The organization structure of banking services should be
flatter and communication.
And different function should be interlinked to one another
8. INFORMATION
a) What information is desirable for running the
organization and how easily will it be acquired?
b) How will it be stored?
c) How accessible will it be and who will have access?

Information about the customers is very important in
banking service .
Information is stored in central database

9. DEMAND AND SUPPLY MANAGEMENT
a) How much knowledge is there about demand
patterns and levels?
b) What strategies are known for influencing demand?
c) How flexible is capacity for meeting demand
fluctuations, e.g. work schedules, sub-contracting,
reservation systems, stock control?

10. PROCEDURES
a) Will the service be mainly standardized or
customized?

b) How complex will the service be?

In banking services , the service should be highly
standardized.
11. CONTROL
What systems will be in place and what
techniques will be available for ensuring the
smooth running of the operation and the
provision of quality output e.g. critical path
analysis, forecasting methods, flow charts,
queuing theory application?

Services Delivery Process
a) Extent Of Delegation
Banks are taking full responsibilities and does not delegating the work yo other
firms.
b) Nature of contact between customers and Bank
Here customers comes to the bank.
c) Nature Of Process
Customers are served individually
Customers serve themselves (ATMs)
Service Marketing concept Service Operations concept

Performance Evaluation
By customers
By Managers

STAGE 1: Defining design attributes
STAGE 2: Specifying performance standards
STAGE 3: Generating & evaluating design
concept
STAGE 4: Developing design details
STAGE 5: Implementing the design
STAGE 6: Measuring performance
STAGE 7: Assessing satisfaction
STAGE 8: Improving performance
Customer relations
Banks mainly relay on three market frame work in the
consumer market relation or expansion:
1.internal market
they mainly motivate their employees by giving
bonus ,perks, attractive interest rates on their loans.
many banks relay on staff and conduct training
programs as they are the people who directly come in
contact with customers .
2. Referral markets :
they influence the customers and make
their referral market strong ex: flexi banking, wishing
the customer by name, ect.
3.Influence markets:
they get this type of market mainly by add
campaigns, publicity, brand ambassadors e.c.t .

Effective customer complaint handeling
Complaints will be registered through on line or through in
person and any time query no is 6479191 for icici a toll free no.
More over there are different heads sitting in the regional head
quarters for exclusive grievance handling .
After lodging a complaint they acknowledge and explain how the
mistake has happened ,the same complaint will be passed over
to higher authority through ERP package and to the concerned
dept
Later they investigate, check, and solve.
They complete the process and give a complaint no to compile
that process.
They also recheck that the failure will not take place again.
Depending on the severity of the complaint they circulate and
make policy to see that it is not repeated.



The approach for full filling service promises
by banks
1. inform the customer about the new services or the facilities that
he can avail with ease.
2.offering service guarantee about various services like extending
the due date , offering extra benefits as exclusive club memberships
ect.
3.Charging nominal interest rate for providing services as ATMs
cheque book, and for other transactions.
4. full filling the promises they have given to the customer.
Bank of Calcutta in Calcutta on 2 June 1806
Mrs. Uttara Dasgupta, DGM, presenting an
Education Loan to a student

STATE BANK STAFF COLLEGE, HYDERABAD
Mr K.V. Kamath, CEO and Managing Director, ICICI Bank , with Ms
Lalita D. Gupte, JMD, at a press conference
Promotional Activities of UTI Bank
Mr Surinder Kumar, Regional Director, RBI and Mr Jasbir
Singh Bir, Deputy Commissioner, Patiala, at the
inauguration of the ICICI Bank branch in Patiala.
Thank you
Thank you
Thank you
Thank you