CUSTOMER RELATIONSHIP MANAGEMENT

Presented To:

PROF.HITENDRA
LACHHWANI

Presented By:
Divya Chaudhary 14005
Bhupendra Jadeja- 14019
Ekta Jain
14020
Snehlata Sah
14032
Meet Thacker
- 14042
Kalpesh Varchand14044
Taushif Pathan
14047

INTRODUCTION
Housing Development Finance Corporation Limited or HDFC
is an Indian financial conglomerate based in Mumbai; India.
It is a major player for housing finance in India.
It also has a presence in banking, life and general insurance,
asset management, venture capital and education loans.
It was amongst the first to receive an 'in principle' approval
from the Reserve (RBI) to set up a bank in the private sector,
as part of RBI's liberalization of the Indian Banking Industry
in 1994.
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4/4/15

KEY BUSINESS
Wholesale Banking
Treasury
Retail Banking
NRI Banking

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4/4/15

ORGANIZATION STRUCTURE
MANAGIN
G
DIRECTOR
GROUP
HEAD (13)

ZONES (5)

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ORGANIZATION STRUCTURE

NORTH

SOUTH

WEST

CENTRAL

EAST

REGIONS (4)

GUJARAT

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GUJARAT 2

MAHARASTRA

GOA

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ORGANIZATION STRUCTURE
CIRCLES (4)
CLUSTER HEAD
(4)
BRANCH
MANAGER (4)

RELATIONSHIP
MANAGER

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ASSISTANT
MANAGER

INVESTMENT
RELATIONSHIP
MANAGER
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CUSTOMER RELATIONSHIP
MANAGEMENT

Customer relationship management(CRM) is a system

formanaginga company's interactions with current and
futurecustomers.
It often involves using technology to organize, automate, and
synchronize sales, marketing,customerservice, and technical
support.

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4/4/15

Customer Relationship Management

Model for managing companys interaction with

current and future customers.

It involves the use of technology, market service,

technical support etc.

CRM in bank

To maintain the cream customers.

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CUSTOMER
RELATIONSH
IP MANAGER
CUSTOMER
APPLIES FOR
PERSONAL
LOAN AND HIS
UNIQUE
IDENTITY IS
CREATED AND
LEAD IS
GENERATED

ACTIVITY
TRIGGER

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THE LEAD
WAS THEN
SUPERVISE
D BY CR
MANAGER

PROCESS
TERMINATED
RM SENDS
THE LEAD
TO THE
PERSONAL
LOAN
DEPARTMEN
T

THAN
LOAN
SANCTIO
NED TO
CUSTOM
ER

ADMINISTRA
TION

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DATA GENERATION
3 types of customers:
Classic
Preferred
Imperia

THE KEY PERFORMANCE INDICATOR

Revenue

from cream customers.

converted

into sales within one or two day.

14

THE KPI CRITIQUE AND REDESIGN

Lead time of conversion into sale is high.

Reduced to one day or less than one day.

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4/4/15

THE BUSINESS PROCESS:

REPORT

TITLE

KPI/STANDERD

01

Liability/Demat Schedule

Minimum Amount

02

Welcome Kit

On the spot

03

Lead Generated

Minimum one day

04

Sales to Portfolio

According to market

05

Portfolio Planner

Within one day

REPORT

TITLE

KPI/STANDERD

06

Service Interaction

Outsourced to third party

07

Trigger and Interaction

Minimum one day

08

Customer Investment

Different amounts

09

Customer Relation

No of Transaction

10

Count of Interaction

One or two

11

New Product

One day

THE HIERARCHY OF OBJECTIVES

Objective
Customer 3600 view

Sales process reengineering

Impact

Creating one view of customer

relationships, interactions, and
product/service offering with unified
workflow for all sales & service
interactions.
Customer intimacy: What do they
buy? What do they need? How do they
behave?
Turn around time is restructured.

Objective

Impact

Customer experience
management

Enable service and action

guarantee across channels.
Empower customer
relationship. (details)

Effective cross selling

capability

Use CRM to enhance cross sell,

up-sell capabilities across all
customer touch points.

ANALYSIS AND FEEDBACK:

Smartbuy:

Recently the bank has started

this service in collaboration with flipkart,
jabong,amazon, snapdeal,etc to offer a
portal for bank customer offering more
discounts.

Chillar

app :Mainly for youngsters for

transferring money through this app.

ANALYSIS AND FEEDBACK:

HDFC

website: User friendly website,

account opening facility available and
other bill payment facilities available.

Customers

just need to visit the bank

only for money depositing. Other services
are available through online medium.

CRITIQUE & REDESIGN

HDFC

Bank relies on word of mouth in

order to increase their customer base and
do not promote themselves through
advertising .

FEEDBACK
The

organization provided us with

brochures, software demo, forms,
mobile apps.

Learning

: the bank maintains records of

minute details of customer interaction
through software. These details can be
used for future purpose interaction with