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 INDUSTRIAL

CREDIT AND INVESTMENT CORPORATION

OF INDIA  FOUNDED IN 1995 BY A JOINT VENTURE OF THE WORLD BANK  ICICI BANK LAUNCHED INTERNET BANKING OPERATIONS IN 1998  IN 2000, ICICI BANK BECOME THE FIRST INDIAN BANK TO LIST IN THE NEW YORK STOCK EXCHANGE  ICICI BANK IS INDIA‟S SECOND LARGEST BANK

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TYPE FOUNDED HEADQUARTER INDUSTRY PRODUCTS

 

NET REVENUE

PUBLIC 1995 MUMBAI,MAHARASTRA{INDIA} BANKING,FINANCIAL SERVICES CUSTUMER BANKING,CORPORATE AND INVESTMENT,PRIVATE BANKING, CREDIT CARD, BANKING,FINANCE US$14.351{BILLIN}

 Product
  

lead approach for each sector

Small and Medium Enterprise (SME) Agriculture and Micro Finance Community Banking Internet and Electronic Banking

 Product

and delivery technology dependent  Branch remote approach  Central processing centres enable optimum monitoring

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CHAIRMAN  CEO

K.V KAMATH CHANDA KOCHHAR  EXECUTIVE DIRECTORS N.S.KANNAM  VICE PECIDENT VISHVESH G. BHAGA  GENERAL MANAGER Ms. SHILPA KUMAR

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TRAVELERS CHEQUE CARD{CREDIT CARD,DEBIT CARD,CORPORATE CARD,PREPAID CARD LOAN(HOME LOAN,PERSONAL LOAN,TWO WHEELER LOAN,CAR LOAN) INVESTMENTT INSURANCE NRI BANKING BUSINES BANKING DEPOSITES PERSONAL BANKING

First bank to introduce this service in India  Tie-ups with 50 utilities for online payments  Talks with state governments/ municipalities to facilitate e-governance  AP Govt. initiative - eSevaonline  Vizag Municipality - Saukaryam

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Call Centre 4%

Internet 4%

Branch 41%

Call Centre 6%

Internet 5%

Cops 7%

Branch 35%

ATM 51%

Apr 2001
Br an ch Cash Tr an sact i o n s Jan-02 18% Apr-01 19% No n Cash Tr an sact i o n s Jan-02 41% Apr-01 50% A TM 82% 81% 33% 39%

ATM 47%

Jan 2002
Net Nil Nil 9% 6% 7% 5% 10% Nil COPS

Cal l Cen t r es

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117% increase in transaction volume since April 2001 More than 1 million contacts in February 2002 Coverage across 100 locations in the country 103% increase in internet banking registrants since April ‟01 84% increase in transactions since April „01
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First Bank in India to launch website – 1996 First Bank in India to launch Internet Banking – 1997 First Bank in India to launch online bill payment-1999 Only Bank in India with million online customers Monthly average transactions per online customer- 7

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 Smart
 

Cards launched in October 2000

Infosys Campus in Bangalore Manipal Academy of Higher Education (MAHE)

 New

Initiatives


Satyam Smart Card HPCL Petro Card Work on multiple application card - Debit, Credit, EPurse and Loyalty

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Bill Junction Utility bill payments

Pay Seal electronic payment system

Corporate Infinity online transfer/ settlement system

e-banking in ICICI

ICICI Markets online FX, Debt, SME Portal

ICICI Direct and ICICI Select

Business Multiplier web interface

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STRENGHTS
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2nd LARGEST BANK INDIA LISTED IN NYSE SUCCESSFULLY DIVERCIFIED IT,S OPERATIONS COSIDERED PIONEER IN USAGE OF INTERNET SERVICES AGGRESSIVE AND INNOVATIVE MARKETING STRETEGIES

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PRIMARLLY TARGETS UPPER MIDDLE AND UPPER CLASS OF SOCIETY HIGHER SERVICE CHARGES POOR CUSTUMERCARE/SERVICE FOCUS ONLY ON HIGH END CUSTOMERS TRANSACTION COST


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NEW IT & ITES COMPANIES DISSATISFIED CUSTOMER OF OTHER BANK BUSINESS ADVISING FOR SMALLER PLAYERS EXPANDING BUSINESS TO THE MIDDLE AND LOWER INCOME GROUP


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DISSATIFIED CUSTOMERS EVER IMPROVING NATIONALISED BANKS ADVENT OF MNC BANK MORE AND MORE BANKS ARE COMING UP

 PRICING

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PRICING DICISIONS RELATED TO INTEREST,FEE OR COMMISSION RBI AND IBA RAISING NUMBERS OF CUSTUMERS TO FOLD STRATEGIES

DEVELOP MARKETING STRETEGY

MAKE MARKETING MIX DICISION

THE DEMANDE CURVE

CALCULATE COST

SAVING ACCOUNT: IT OFFERS A POWER PACKED SAVING ACCOUNT WITH A HOST OF CONVENIENT FEATURES AND BANKING CHANNELS TO TRAMSACTS THROUGH SENIOR CITIZEN SERVICES: CONVENIENCE WITH BENEFITS FIXED DEPOSITES: SAFETY,FLEXIBILITY,LIQUIDITY AND RETURNS RECURRING DEPOSITES: AFOORDIBILITY ANDHIGHER EARNING ROMING CURRENT: ACESS YOUR ACOUNTS AT OVER 500NETWORKED BRANCHES ACROSS THE COUNTRY LOANS: HOME LOAN,PERSONEL LOAN,CAR LOAN,TWO WHEELER LOAN,COMMERCIAL VEHICLE LOAN,LOAN AGAINST SECURITIES,EDUCATION LOAN ETC

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CARDS: CREDIT CARD,ATM CARD, TREVELLERS CARD DEMAT SEVICES
ONLINE MONEY TRANSFER MOBILE BANKING

IT REFERS TO THE ESTABLISHMENT AND FUNCTIONING OF A NETWORK OF BRANCHES AND OTHER OFFICES THROUGH WHICH BAKINGSERVICES ARE DELIVERED OBJECTIVE IS TO GET THE RIGHT PRODUCT,AT RIGHT PLACE, AT RIGHT TIME AT LEAST COST SERVICES ARE SOLD THROUGH BRANCHES

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MAKING PROMISED SERVICES AVAILABLE TO THE ULYIMATE USERS  BRANCHES OF ICICI  1900 IN INDIA AND 33 IN MUMBAI EXTENSIVE BRANCH NETWORK –ACCESS TO LARGE SECTION OF PEOPLE

 WITH

THE ADVENT OF TECHNOLOGIES OTHER POINT OF CONTACTS HAVE COME UP SUCH AS ATM TELEPHONE BANKING

ONLINE BANKING
MOBILE BANKINNG VIDEO BANKING

ADVERTISING-TELEVISION,RADIO,MOVIES,TEATERS;PRINY MEDIA-HOARDINGS,NEWS PAPERS,MAGAZINES PUBLICITY-OAD SHOWS,CAMPUS VISIT,SANDWITH MAN,SPONSORSHIP

SALES PROMOTIONGIFTS,DISCOUNTS,COMMISSIONS,INCENTIVES ETC
PERSONAL SELLING-CROSS-SALE(SELLING AT COMPETITORS PLACE),PERSONALISED SERVICE TELEMARKETING-ICICI ONE SOURCE CALL CENTRE

 IT

REFERS TO THE SYSTEM USED TO ASSIST THE ORGNISATIONINN DELIVERINGTHE SERVICES  AIDS TO THEPROMOTION OF CUSTOMER SATISFACTION  IT INVOLVES A. SPEEDING DELIVERY OF PRODUVT B. REDUCING THE PAPER WORK C. STANDARDIZATION OF PROCEDURES D. CUSTOMISATION AS PER INDIVISUAL DEMAND

 STANDARDISATION-ICICI

BANK HAS GOT STANDARDISED PRODUCERS GOT TYPICAL TRANSACTIONS COUNTERS AT EACH BRANCH TO DEAL WITH CUSTOMERRSOF A PERTICULERS SCHEME
CLEAR INDICATION COUNTERS EXITS WITH

 CUSTOMISATION-SPECIALTY

 SIMPLICITY-SEPARATE

 CUSTUMER

INVOLVEMENT-MONEY MATTERSAND SIGNITIVE

 ALL

PEOPLE DIRECTLY OR INDIRECTLY INVOLVEDIN THE CONSUMPTION OF BANKING SERVICES  WORKERS,EMPLOYEES,MANAGEMENT AND OTHER CONSUMERS  EMPLOYEE OF THE BANK REPRESENT THE ORGNISATION TO ITS CUSTOMERS  IT INVOLVES A. INTERNAL MARKETING B. INTRACTIVE MARKETING

 EMPLOYEES

SHOULD ALSO BE TREATED AS INTERNAL CUSTOMERS, AND SORT OF MARKETING MIX SHOULD BE FOLLOWED  QUALITY HUMAN RESOURCE CAN BE APPOINT OF DIFFERE TIATION

 THE

QUALITY OF SERVICE PROVIDED DURING THE BUYER-EMPLOYEE RELATIONSHIP INTRACTION  EFFORTS FOR PREVIOS STRATEGIES WILL TURN FUTILE IF THE INTRACTION DOES NOT TAKES PLACE SATISFACTORIS

IT INCLUDE SIGNAGE,PUNCH LINES,REPORTS,OTHER TANGUBLS,EMPLOYEES DRESS CODE ETC  SIGNAGE: EACH AND EVERY BANK HAS ITS LOGO BY WHICH A PERSON CAN IDENTIFY THE COMPANY. IT CREATE VISUALISATION AND COPORATE IDENTITY FOR THE BANKS  TANGIBLES: BANKS GIVESPENS,WRITING PADS TO THE CUSTOMERS  PUNCH LINES: IT DEPICTS THE PHILOSOPLY AND ATTITUDE OF THE BANKS. BANKS HAVE INFLUENCIAL PUNCH LINES TO ATTRACTS THE CUSTOMERS

 PUNCH

LINE “HAM HAI NA” EMPLOYEES DRESS CODE: ICICI BANK FOLLOWS A DRESS CODE FOR THEIR INTERNAL CUSTOMERS