CUSTOMER RELATIONSHIP

MANAGEMENT IN SBI

• Founded on 1st July 1955

• Largest state-owned banking and financial services company in India

• Tenth most reputed company in the world according to Forbes

• Customer base of 150 million

• It has 131 overseas offices spread over 32 countries

• State Bank of India is the largest of the Big Four Banks of India, along with ICICI Bank, Punjab National Bank and Canara Bank — its main competitors

• SBI has 21000 ATMs

• SBI has 26500 branches, inclusive of branches that belong to its Associate banks

• SBI alone has 18500 branches

• SBI is the only bank consisting 26% participation in public sector banks and 39% participation in commercial banks in India

INTERNATIONAL PRESENCE• 1990 - State Bank of India (Mauritius)

• In 1982 – subsidiary - State Bank of India (California)

• 1982 – subsidiary - State Bank of India (Canada)

• 1981 - SBI operated as INMB (Indo-Nigerian Merchant Bank).

• It has branches of the parent in Colombo, Dhaka, Frankfurt, Hong Kong, Johannesburg, London and environs, Los Angeles, Male in the Maldives, Muscat, New York, Osaka, Sydney, and Tokyo. It has offshore banking units in the Bahamas, Bahrain, and Singapore, and representative offices in Bhutan and Cape Town

The subsidiaries of SBI are:

State Bank of Indore

State Bank of Bikaner &

Jaipur

State Bank of Hyderabad

State Bank of Mysore

State Bank of Patiala

State Bank of Travancore

WHAT IS THE NEED FOR CRM IN BANKING?

• Banks today are market driven and market responsive. CRM helps in customer retention.

• Helps in achieving customer focus and improves customer service-related processes.

• Helps in achieving bottom line business benefits by retaining the most profitable customers

• Indian banks no longer have a “transaction based” operating model. There is a need to develop a relationship oriented model of operations focusing on customer centric services.

• Data warehousing and data mining can help in improving service levels and finding new business opportunities.

• CRM helps in “ACQUIRE ENHANCE RETAIN” the customers.

IMPORTANCE OF CRM IN BANKING SECTOR

• Campaign Management• Customer Information

Consolidation• 360 degree view of company• Personalized sales home page• Activity management• Operational inefficiency

removal• Enhanced productivity• CRM with business

intelligence

CRM IN SBI• It mainly started from 2007,

when they started hiring MBAs for Customer relationship executives post

• Internet banking

• Personal Banking Branches (PBB) for special customers

• SME branch for small and medium enterprises

• Industrial branches for big companies

CONTD…

• Special housing branch• Discounts during festivals• Good Customer care facility• Complaints through websites• Assistance for advances, investments, loans• Loyalty Reward Program• Bill payments

CRM INITIATIVES AT SBI

• SBI offers its products and services in domains like:– Personal Banking– NRI Services– Agriculture– International– Corporate– SME– Domestic Treasure

SBI CUSTOMER CAREState Bank of India Customer Care or SBI Customer Care is a dedicated customer service by India's largest bank. SBI provides a 24 - hour help line where you can dial up and enquire about any of the State Bank of India products and banking services. 

SBI GRIEVANCE CELLAnother channel of customer care is the public grievance cell facility available at all State Bank of India branches and also online on SBI website. Besides this, on 15th of every month (3:00 p.m. to 5:00 p.m.), SBI customers can meet the senior officials and executives without any prior appointments.

STATE BANK OF INDIA - CUSTOMER COMPLAINT FORM

• Customer Type• Existing SBI Customer Not a SBI Customer• NAME ACCOUNT NO• BRANCH STATE• ADDRESS• Email• Telephone No Mobile No• Product / Service about which you have complaint:• Nature of Complaint• Please give brief details of your complaint

QUESTIONNAIRE

Loopholes

• Laid back Attitude • Mismanagement• Poor Staffing• Slow Service• Misbehaviour

Loopholes Contd…

• ATM• Technical problems• Poor infrastructure• Outdated work culture• Procedural bottlenecks

SUGGESTIONS / TRANSFORMATION JOURNEY OF SBI