CUSTOMER RELATIONSHIP MANAGEMENT

GROUP MEMBERS

ANKUR SINGH CHAUHAN -05RENITA COUTINHO -06ANKITA JAIN -16FORUM KARIA -18SNEHA MEHTA -26AMRITA MENON -28SELVALAXMI HARIDAS -42

INTRODUCTION

MANAGEMENT HIERARCHYof DENA BANK

1.What is USP(Unique Selling Point) of your bank?

DENA BANK- Branches itself are their USP.

HDFC BANK- Personalized touch.- Greet their customers properly.- Confront them.

2.Why should CRM system be chosen? What advantages does it provide?

- Attract more customers.- Satisfaction of customers.

DENA BANK- KYC (KNOW YOUR CUSTOMER NORMS)- CBS (CORE BANKING SOLUTIONS) HDFC BANK- Record of individual customers.

3.How Does Your CRM Co-ordinate With Your Customers?

DENA BANK- Each & Every staff is a CRM executive.

HDFC BANK- Email- Writings- Personnels of HDFC

4. How Does CRM Influence The Service Quality Of Banks?

DENA BANK- Branches are more, manpower is less.

HDFC BANK- Complaint is treated as a query.

5. How Much Effort Do You Take To Improve The CRM Structure?

DENA BANK- Customer meetings.- Suggestions are considered.

HDFC BANK- Suggestions are considered.- Feedback system is automated.

6. What Is The Strongest Point – PPT?

DENA BANKi. Peopleii. Processiii. Technology

HDFC BANKi. Technologyii. Peopleiii. Process

7.How does your bank differ in the CRM from the other bank ?

DENA BANK- Same CRM Structure

HDFC BANK- No Competitors.

8.What are the expectations from CRM for next five years?

DENA BANK- Good business - State of art technology.- Quality customers.- Customer delight.

HDFC BANK- No walk in customers- Tele banking

9.Do you ask your customers for feedback or suggestion regarding CRM?

DENA BANK- Meetings are held.

HDFC BANK- Tool - customer increases.

10.Is e-CRM beneficial for banks and their customers? How?

DENA BANK- YES, through Internet-Banking.

HDFC BANK- YES, through Tele-Banking.

11. Do you think CRM is the essence of banking?

DENA BANK- YES.- Customer oriented.- Vital in nature.

HDFC BANK- YES.

12. Which software do you use?

DENA BANK- YES.- S.A.A.S

HDFC BANK- YES.- Mixture of both “Demand Computing” and

“Cloud Computing”

13. Do you feel failure in information technology is a failure in CRM?

DENA BANK- YES.- Machine driven replacing Journals and ledgers.

HDFC BANK- YES.- 70% failure

14. What do you feel is important in CRM? Customer Satisfaction or Customer Retention?

DENA BANK- Customer Satisfaction leads to Customer

Retention.

HDFC BANK- Customer Retention is the proof of Customer

Satisfaction.

15. What type of customers do you have?

CONCLUSION

Customer Relationship Management of DENA BANK is Better than HDFC BANK

THANK YOU