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A warm welcome to all

A warm welcome to all

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A

Presentation on

Final Report

Customer Relationsaahip Management

in State Bank Of India, Fort.

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“ By Entering into your

premises, the customer is

giving an opportunity to serve

him, but you are not doing any

favor by serving him”.

- Mahatma

Gandhi.

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Content

Objective of the study Research methodology What is Bank?

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Objective of the Study

1) To analyze the CRM processes adopted by SBI in Fort.

2) To know the awareness level of CRM among customers of SBI Fort.

3) To understand the strategies adopted by SBI in promoting CRM practices.

4) To identify the customer satisfaction level towards CRM practices followed by SBI Fort.

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Research methodology Methodology means the methods, ways or sources adopted

or used to carry on or undertake any project work. So the methodology or source of the data that has been collected is from 2 sources.

Primary dataSecondary data

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What is bank?

A bank is a financial institution licensed by a government. Its primary activities include borrowing and lending money.

For example:- Banks are important players in financial markets and offer financial services such as investment funds.

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SBI in India.

Banking in India originated in the last decades of the 18th century.

The oldest bank in existence in India is the State Bank of India, a government-owned bank that traces its origins back to June 1806 and that is the largest commercial bank in the country.

Central banking is the responsibility of the Reserve Bank of India, which in 1935 formally took over these responsibilities from the then Imperial Bank of India, relegating it to commercial banking functions.

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SBI Fort

SBI, Fort, main branch is a leading public sector bank in Mumbai District with large customer base and excellent infrastructure facility. It caters the prospective customers with wide range of products and banking facility.

It is the only bank in Fort with various departments and functions and large work force. It has recently under taken the re-engineering process to provide better facilities for the customers and it has adopted various technologies to satisfy the customers to the fullest. It has its prominence from past two decades.

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CRMCRM Customer relationship management (CRM) is a

business strategy to acquire and manage the most valuable customer relationships.

CRM requires a customer-centric business philosophy and culture to support effective marketing, sales and service processes.

CRM applications can enable effective customer relationship management, provided that an enterprise has the right leadership, strategy and culture.

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CRM in bank. The idea of CRM is that it helps businesses use technology

and human resources gain insight into the behavior of customers and the value of those customers.

If it works as hoped, a business can: provide better customer service, make call centers more efficient, cross sell products more effectively, help sales staff close deals faster, simplify marketing and sales processes, discover new customers, and increase customer revenues. the 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 is currently used.

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Objective of CRM.

1) Responses to campaigns, 2) Shipping and fulfillment dates, 3)Sales and purchase data, 4) Account information, 5) Web registration data, 6) Service and support records, 7) Demographic data, 8) Web sales data.

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Purpose of CRM Provide product information, product use information, and technical

assistance on websites that are accessible 24 hours a day, 7 days a week.

Identify how each individual customer defines quality, and then design a service strategy for each customer based on these individual requirements and expectations.

Provide a fast mechanism for correcting service deficiencies (correct the problem before other customers experience the same dissatisfaction).

Use internet cookies to track customer interests and personalize product offerings accordingly.

Provide a fast mechanism for managing and scheduling maintenance, repair, and ongoing support (improve efficiency and effectiveness).

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CRM includes many aspects which relate directly to one another:

Front office operations — Direct interaction with customers,

(e.g. face to face meetings, phone calls, e-mail, online services etc.) Back office operations — Operations that ultimately affect the activities of

the front office. (e.g. billing,maintenance, planning, marketing, advertising, finance, manufacturing, etc.)

Business relationships — Interaction with other companies and partners, such as suppliers/vendors and retail outlets/distributors, industry networks (lobbying groups, trade associations). This external network supports front and back office activities.

Analysis — Key CRM data can be analyzed in order to plan target-marketing campaigns, conceive business strategies, and judge the success of CRM activities (e.g., market share, number and types of customers, revenue, profitability).

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Data Warehouse and Data Mining

• The process of Relational Marketing

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Data Warehouse and Data Mining

• The Relational Marketing process is supported by a computing infrastructure where many software packages are integrated with the bank's information system.

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The marketing campaign process and the software supporting it.

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Data analysis. Response

Response Percentage

1. Are you a customer of

SBI Fort?

Yes

No

98%

2

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2. From How many years are you customer at SBI?

Less than 2 years

Less than 5 years

Less than 10 years

More than 10 years

0

10

20

30

40

50

60

70

80

Percentage

Response

Less than 2year

Less than 5year

Less than10 Year

More Than 10year

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3. Which type of account you maintain with SBI?

Saving

A/c

Curre

nt A

/c

Joint

A/c

Fix Dep

osit

Loan

Acc

ount

Other

0

10

20

30

40

50

60

70

80

90

Response

Percentage

Response

Saving Ac

Current Ac

Joint Ac

Fix Deposit

Loan Account

Other

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4. What do you think about the Customer Service of SBI?

Very good Good Fair Poor Very poor0

10

20

30

40

50

60

70

Percentage

Response

Very Good

Good

Fair

Poor

Very Poor

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5. Are you satisfied with the new account opening service provided By SBI?

Yes No 0

10

20

30

40

50

60

70

Response

Yes ( )

No ( )

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6. What is the Major problem you encounter when you approach for SBI Service?

Crowed Slow Service Technical problem0

10

20

30

40

50

60

70

Percentage

Response

Crowed ( )

Slow Service ( )

Technical problem ( )

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7. How is Behavior of Branch Manager?

Good Very good Friendly0

10

20

30

40

50

60

70

Percentage

Response

Good ( )

Very Good ( )

Friendly ( )

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8. How is SBI employee behavior toward Customer?

friendly Very friendly Not friendly0

10

20

30

40

50

60

Percentage

Response

 

Friendly ( )

Very friendly ( )

Not Friendly ( )

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9. What is your opinion about Service Quality of SBI When Compare to other Private Bank?

Excellent Good Satisfactory0

5

10

15

20

25

30

35

40

45

50

Percentage

Response

Excellent ( )

Good ( )

Satisfactory ( )

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10- Are you satisfied with the new account opening service provided By SBI?

Yes ( )

No ( )

Yes No 0

10

20

30

40

50

60

70

Response

Response

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11-What is the Major problem you encounter when you approach for SBI Service?

Crowed

Slow Service

Technical problem

Crowed Slow Service Technical problem0

10

20

30

40

50

60

70

Percentage

Response

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12-How is SBI employee behavior toward Customer?

 

Friendly ( )

Very friendly ( )

Not Friendly ( )

friendly Very friendly Not friendly0

10

20

30

40

50

60

Percentage

Response

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13- If you want to open an account Which Bank you will prefer?

Axis Bank

ICICI Bank

Pragati Gramin Bank

SBI

Karnatka Bank

Syndicate Bank

Axis B

ank

ICIC

I Ban

k

Praga

ti Gra

min

Bank

State

ban

k O

f Ind

ia

Karna

tka

Bank

Syndic

ate

Bank

0

5

10

15

20

25

30

35

40

45

50

Percentage

Response

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14- Do you find prompt clarification when you go for SBI Customer Care Service?

  

Excellent

Very Good

Good

Excellent Very Good Good 0

10

20

30

40

50

60

70

Percentage

Response

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15-Are you aware of Customer relationship Management in SBI?

Yes

No

Never Known

33%

60%

7%

Response

Yes No Never known

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16-Are you satisfied with SBI Customer Relationship Management?

Satisfied

Highly Satisfied

Not Satisfied

Satisfied Highly satisfied Not satisfied0

5

10

15

20

25

30

35

40

45

50

Percentage

Response