CUSTOMER RELATIONSHIP MANAGEMENT

GROUP MEMBERS
ANKUR SINGH CHAUHAN
RENITA COUTINHO ANKITA JAIN FORUM KARIA SNEHA MEHTA AMRITA MENON SELVALAXMI HARIDAS

-05 -06 -16 -18 -26 -28 -42

INTRODUCTION

MANAGEMENT HIERARCHY
of 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 BANK i. People ii. Process iii. Technology

HDFC BANK i. Technology ii. People iii. 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