List of Contents With Page Numbers SL - No Particular Page Number

CUSTOMER RELATIONSHIP MANAGEMENT TOWARDS IDBI
LIST OF CONTENTS WITH PAGE NUMBERS
SL.NO PARTICULAR Page number
1 Executive summary
2 Introduction to organization study
3 Company profile
4 Industry profile
5 Competitive analysis
6 Summary of findings
7 Recommendations and Conclusion
8 Bibliography
REVA UNIVERSITY Page 1

EXECUTIVE SUMMARY
INTODUCTION TO THE STUDY:
CRM is defined as a combination of business process and technology that seeks to

understand a company’s perspective of who they are, what they do, and what they
are like”.
Customer Relationship management (CRM) is a widely implemented model for

managing a company’s interactions with customers, clients and sales prospects.
The main goal of a successful organization is satisfying customer demands and
expectations. A way to keep customer leads through customer relationship
management. In this situation, the vital factor to enhance the corporation’s
competitive power is customer relationship.
Today, Indian banking industry is one of the largest in the world. CRM in the
banking sector is of strategic importance. CRM is holistic process of acquiring,
retaining, and growing customers. CRM is used to define the process of creating
and maintaining relationships with business or customers.
STATEMENT OF THE PROBLEM:
CRM can help banking institutions efficiently manage their customers, many
banks fail to meld the concept into the prevailing work culture. But the high
incidence of CRM failure has very little to do with the CRM concept itself.
Usually it’s a case of the banks failing to pay attention to customer data they
already have.
The difficulty in evaluation of customer’s perception accurately.
The pressure on margins and growth prospects from increased competition.

MAJOR OBJECTIVES OF THE STUDY:
 To understand the concept of Customer Relationship Management

and its implementation in banking sector.
 To study the importance of CRM in the field of Indian banking
sector
 To understand the recent trends in CRM
REASERCH METHODOLOGY:
The primary data are collected by the questionnaire method. And the secondary
data was collected from various published sources like reporters, magazines,
journals, websites and the like etc.
DATA ANALYSIS:
This is mainly in nature and here primary and secondary are analyzed as per the
stated objectives. Results are shown both in table and graphical form for each
separately.
MAJOR SUGESTIONS:
 There is a need to train the agents to educate the uneducated people about
the insurance policies
 IDBI should use social media platforms like Face book, YouTube,
Instagram
 Advertisements should be designed in such a way that policy benefits
should be easy understood.
 Company should concentrate on smaller towns and uncovered segments

CONCLUSION:
To survive in the competitive world, Indian banking sector is realizing the

importance customer relationship management to create customer loyalty. In brief
I would like to conclude that customer relationship management is one of the
biggest challenges for the Indian banking sector especially for the public sector
banking sector, because the customer satisfaction level in public sector banks are
not satisfactory as compared to private sector banks. Managing the customer is
what CRM all about.

CHAPTER-1
INTRODUCTION
1.1 INTRODUCTION TO THE STUDY
In a dynamic business environment, which characterized by financial challenges

and intense competition particularly in service market, where business eagerly
seek competitive advantages, marketing orientation philosophy is changed from
service-centered approach to a more customer centered approach. Customer
Relationship Management is an organizational strategy to develop mutually
profitable long term relationships with the customer. The present study analyses
the quality of services extended by bank branches through studying parameters
affecting the quality of service dimension. CRM is a process that brings together
information about customers, sales, effectiveness of marketing program and
changes required. CRM helps reduce costs increasing profitability by solidifying
customer loyalty and delight. CRM acts as a sales Reference Encyclopedia for
banking companies.
1.2 INDUSTRY BRIEF HISTORY

The term insurance is not a modern world terminology we can see it in our
society before many years. For example when a house of one family belongs
to some community is burnt then the head of that community will help them to
rebuild their house.
In this way we are observing insurance in our daily life.
In modern world terminology insurance involves transferring or sharing risk.
It was first practiced by Chinese in 3rd or 4th millennium BC. Some studies
says that Babylonians are first to practice insurance the Babylonians
developed as system which was recorded in famous code of HAMMURABI.

The Chinese and Babylonians practiced insurance only on things but Greeks
are the first to practice insurance on people the Greeks made it official to
register for insurance.
In olden days all the exports and imports are happening through sea the Greek
government introduced a system which is similar to today’s insurance on
property. In this the exporter has to pay some premium depending on the
value of property if his goods are destroyed in winds or storms or by any other
means he will get his investment back from government.
Current scenario of life insurance sector
The insurance sector was opened up for private participation four years ago. For
years now, the private players are active in the liberalized environment. The
insurance market have witnessed dynamic changes which includes presence of a
fairly large number of insurers both life and non-life segment. Most of the private
insurance companies have formed joint venture partnering well recognized
foreign players across the globe.
There are now 29 insurance companies operating in the Indian market – 14

private life insurers, nine private non-life insurers and six public sector
companies. With many more joint ventures in the offing, the insurance industry in
India today stands at a crossroads as competition intensifies and companies
prepare survival strategies in a detariffed scenario.
There is pressure from both within the country and outside on the Government to
increase the foreign direct investment (FDI) limit from the current 26% to 49%,
which would help JV partners to bring in funds for expansion.
There are opportunities in the pensions sector where regulations are being framed.
Less than 10 % of Indians above the age of 60 receive pensions. The IRDA has
issued the first license for a standalone health company in the country as many
more players wait to enter. The health insurance sector has tremendous growth

potential, and as it matures and new players enter, product innovation and
enhancement will increase. The deepening of the health database over time will
also allow players to develop and price products for larger segments of society.
State Insurers Continue To DominateThere may be room for many more

players in a large underinsured market like India with a population of over one
billion. But the reality is that the intense competition in the last five years has
made it difficult for new entrants to keep pace with the leaders and thereby failing
to make any impact in the market.
Also as the private sector controls over 26.18% of the life insurance market and
over 26.53% of the non-life market, the public sector companies still call the
shots.
The country’s largest life insurer, Life Insurance Corporation of India (LIC), had
a share of 74.82% in new business premium income in November 2005.
Similarly, the four public-sector non-life insurers – New India Assurance,

National Insurance, Oriental Insurance and United India Insurance – had a
combined market share of 73.47% as of October 2005. ICICI Prudential Life
Insurance Company continues to lead the private sector with a 7.26% market
share in terms of fresh premium, whereas ICICI Lombard General Insurance
Company is the leader among the private non-life players with a 8.11% market
share. ICICI Lombard has focused on growing the market for general insurance
products and increasing penetration within existing customers through product
innovation and distribution.
Intense CompetitionIn a de-tariff environment, competition will manifest itself

in prices, products, underwriting criteria, innovative sales methods and
creditworthiness. Insurance companies will vie with each other to capture market
share through better pricing and client segmentation.

The battle has so far been fought in the big urban cities, but in the next few years,
increased competition will drive insurers to rural and semi-urban markets.
Global StandardsWhile the world is eyeing India for growth and expansion,
Indian companies are becoming increasingly world class. Take the case of LIC,
which has set its sight on becoming a major global player following a Rs280-
crore investment from the Indian government. The company now operates in
Mauritius, Fiji, the UK, Sri Lanka, and Nepal and will soon start operations in
Saudi Arabia. It also plans to venture into the African and Asia-Pacific regions in
2006.
The year 2005 was a testing phase for the general insurance industry with a series
of catastrophes hitting the Indian sub-continent.
1.2(b) INDUSTRY ANALYSIS(PORTERS MODEL):
The porter’s model is generally used to know or analyze the attractiveness within
the industry in which we are going to start our business
It analyses the entire situation of the market.
The name itself indicates it is a 5 force model
The five forces are as mentioned below
 Bargaining power of suppliers

 Bargaining power of buyers
 Threat of new entrants
 Threat of substitutes
These 5 force are the key tools which is used by porter’s model to analyze a
specific industry and risk associated with the industry.
This model captures the key elements of the industry.

In simple words porter’s model is a simple frame work for analyzing business
situation.
It was introduced by MICHEAL E. PORTER of HARVARD

UNIVERSITY.
Porter refers these forces as macro and micro environment of business
1. BARGAINING POWER OF SUPPLERS:

The supplier will show the demand in market when his product has following
features:
 When market have only few large suppliers and there is large demand
for products
 The product or service which we get from supplier is unique and it is
not available at all places
 When there is no chance for customer to switch or cost of switching is
very high

2. BUYERS BARGAINING POWER:

In this the buyer will show the demand in market if:
 When he is buying in bulk
 Product being supplied is undifferentiated and has high fixed costs
of delivery
 When switching costs are low
 When the buyers are price sensitive
 When there are large number of suppliers available in the market
3. THREAT OF NEW ENTRANTS:
This tells that new entrants in the market are always threat to the existing
customers
This is generally depends on the entry barriers of the industry like
 Cost incurred in starting a business

 Rules and regulations within the industry
 Low entry and high exit barriers may decrease the threat of new
entrants.
4.THREAT OF SUBSTITUTES:
The threat of substitutes is high when there are large number of competitors in
the market
This refers to:
 Threat of substitutes is high when the switching costs are low

 Brand image may be a reason for threat of substitutes
 When there are lot of options available to customer.

The present market leader of the insurance industry is LIC and the list of some of
the major competitors is as follows
1. LIC
2. SBI LIFE
3. ICICI PREDENTIAL
4. HDFC LIFE
5. BAJAJ ALLIANZ
6. MAX LIFE
7. RELIANCE NIPPON LIFE
The present market place of IDBI in India is 17th.
1.3 AREA OF STUDY:
The study is completely towards the insurance industry and in this the study
focuses on the customer perceptions and try to know the differences between
customer relationship management and customer expectations

CHAPTER-2
COMPANY PROFILE

INTRODUCTION OF THE COMPANY
IDBI bank was established in the year 1964 to facilitate funds and loans in order
to push the industrial development in India.
 The central government holds the ownership of IDBI bank and this bank
employees are called as central government staff.
 It is established under the act of parliament.
 The central government holds 77% stake in IDBI bank
 In the year 2017-18 bank reported a loss of Rs.853 crores.
 It is listed in NSE and BSE

 It provide banking and financial service
 Revenue Rs.28,043 crores
 It has more than 17,570 employees according to march 2016
IDBI federal life insurance co Ltd is a part of IDBI bank which stands for
“INDUSTRIAL DEVELOPMENT BANK OF INDIA”
IDBI federal bank is India’s one of the most successful insurance companies it is
a joint venture between federal bank and AGES which is also a insurance
company from Europe.
The IDBI federal life insurance co Ltd was established in the year 2006 and
started its operations in the year 2008.
The company has established a record on its name by collecting a premium of

Rs.100 crores within 5 months period of time.

The company holds a license from INSURANCE REGULATORY AND

DEVELOPMENT AUTHORITY OF INDIA. Which is mandatory for every
life insurance company.
 The IDBI Federal life insurance has more than 1941 employees and more
than 10000 agents.
 Its headquarters are in Mumbai, India.
 It offers life insurance products for children, adults and for old people0
 It is founded in the year 2008.
 Present CEO of the company is Vigneshshahane
MR. Vigneshshahane(CEO)

2.1(b) BOARD OF DIRECTORS:
The list of board of directors of IDBI federal life insurance is as follows:
SNO NAME Designation
1 Mr.Filipcoremans NON –Executive director
Mr. Shyamsrinivasan NON –Executive director
NON –Executive director
3 Mr.gopikrishnaAnnajiTadas
4 M mahadevnarendrarao
5 Mr. JayaramanBalasubramanian
Mrs. BhagyamRamani NON –Executive director
7 Mr. vigneshshahane Chief executive officer

2.1(c) ORGANIZATION CHART OF IDBI

2.2(a) PRODUCT/SERVICE PROFILE:
After receiving required approvals from IRDA IDBI launched its first set of
products in the year 2008
IDBI offers mainly 3 types of products:
1. IDBI federal child insurance savings protection plan.

2. IDBI federal income source money back insurance plan.
3. IDBI federal life insurance savings insurance plan.
1.IDBI federal child insurance savings protection plan:
This policy mainly concentrates on the life of the child, this involves insuring the
child Life at each and every point of the life.
This policy is mainly designed to achieve the major milestones in the life of the
child, like education.
And another purpose of this is, if the child parents died in an accident then his life
cannot be continued as usual, if the children parents are registered for this policy
then the child life is secure there is no need to worry.
The policy amount depends on the different plans
2. IDBI federal income source money back insurance plan:
This is a money back plan with guaranteed Returns on investment, the major
theme of this policy is to make customer tension free about his future with
insurance as his income.
The life of the family will go as usual even if he was not with his family, it makes
his family to feel very secure when he was not with them
This can guarantee a secure future for the families who applied for this insurance
This is a non linked non participating money back plan

4. IDBI federal life insurance savings insurance plan:
This is a nonparticipating non-linked money back plan
It is a very useful and more common insurance plan which we see in our daily life
This policy will have a twin benefits like long term Savings and life cover
It helps small families with their small savings helps to achieve their big dreams
Advantage of this plan is it will provide Life Insurance coverage along with long
term savings which will help in difficult Times to his family when he was not
with this family.
2.2(b) MARKET SHARE:
The present market share of IDBI federal life insurance is about 0.4% in the total
market.

Table of market share:
Company 2011-12 2012-13 2013-14 2014-15 2015-16

IDBI 0.3% 0.3% 0.3% 0.4% 0.4%
2.2(c) COMPETITIORS:
The present market leader of the insurance industry is LIC and the lsit of some of
the major competitors is as follows
8. LIC
9. SBI LIFE
10. ICICI PREDENTIAL
11. HDFC LIFE
12. BAJAJ ALLIANZ
13. MAX LIFE
14. RELIANCE NIPPON LIFE
The present market place of IDBI in India is 17th

2.3 SWOT analysis
The SWOT analysis of IDBI is as follows:
STRENGTHS:
 Dedicated work force

 Skilled man power
 Large number of agents(10000)
 More number of branches.
WEAKNESS:
 Less promotion
 Less awareness about the products of the company
 Less popular when compared with other organizations
OPPORTUNITIES:
 Appointing experts who are familiar with insurance terms

 Changing rules and regulations
 Globalization of economy

THREATS:
 Competitors
 New entrants
 Customers may switch to other organization
Products offered by IDBI:
The different types of insurance products offered by IDBI are as follows
The 4 major products offerd by IDBI are as follows:

1. Wealth insurance
2. Income insurance
3. Child insurance
4. Life insurance
ADVERTISING:
The sample advertisements of IDBI are as follows:

The below picture shows advertisement of IDBI regarding marathon conducted in

Kolkata

CHAPTER-3
REVIEW OF LITERATURE
Generally review of literature helps to identify the gaps in the study and helps to
clarify the doubts regarding to the study.
It gives a better and clear structure to the uncovered areas in the study and adds
meaning to the study.
The literature which gathered from different sources is as presented below
 An article on“INSURANCE INDUSTRY: RECIPE FOR A

LEARNING ORGANIZATION”written by MISHRA K.C. AND
SIMITA MISHRA in the year 2000. In this article they said that
insurance industry in India facing lot of challenges due to lack of
infrastructure and lack of awareness among the people towards life
insurance.
 A book “INSURANCE BUSINESS ENVIRONMENT “ WRITTEN

BY GUPTA.S.P AND BALA SUBRAMANIAN.T.Sexplains the present
situation of insurance industry in the current financial market and also
explains the impact of globalization and liberalization on insurance
business environment is also discussed briefly.
This book helps to understand the challenges faced by the insurance

industry.
 MitraDebabratain the year 2000 conducted a study on “Employees and

the PSU:A study of their relationship with jalpaiguri division of the “life
insurance corporation of India “. This study tells us that the state

government provides all sorts of facilities to its employees but their

productivity is low when compared with the private sector employees.
In their study it is conveyed that the people of jalpaiguri are less aware of
this insurance policies they don’t know the benefit of life insurance and its
importance.
 Wadikarashoklaxaman in the year 2001 conducted a study on

“innovativeness in the insurance industries”which tells an opinion that
insurance industry is now a dominating industry with innovativeness in
every activity.
The innovativeness should consider the rules and regulations of the
government
With the developing technology the innovativeness in the insurance
industry is also growing day- by –day.
 “Customer driven insurance industries” a book written by Balachandran.S.

Tells that the insurance industry in India is fast growing industry when
compared with other industries in India.
He also says that the insurance industry is going to be completely

customer driven and customer centric.

The following pic shows the different life insurance companies in india

CHAPTER-4
RESEARCH METHODOLOGY
4.1 TITLE OF THE PROJECT
“To study and analyze the customer relationship management of people towards
life insurance in current financial market”
4.2 STATEMENT OF PROBLEM
To determine perceptions of different types of people towards the life insurance

and know the opinions of people towards the investments in life insurance.
This study helps company to understand its customers and provide more value
added services.
This study will help the organization to quantify the service quality providing to
policy holders by considering facts and figures in IDBI FEDERAL BANK
4.3 OBJECTIVES OF STUDY

The following are the objectives of the study
 To know various types of life insurance policies preferred by people.
 To find out the awareness level of people about life insurance products of
“IDBI FEDERAL BANK”
 To find out what are the things people consider before choosing a life
insurance policy.
 To know what type of policies people would prefer.

 To identify the changes which are required to be done in the organization

system to help company in value addition.
 To measure the difference between people’s expectations and their
perceptions regarding the services offered by the company regarding
policy.
 To know the responses of the people towards the life insurance policies in
IDBI FEDERAL BANSK.
 To identify the level of satisfaction of policy holders.
4.4 SCOPE OF THE STUDY

 The result of this study may help the company in value addition towards
the services which they are offering.
 The study will convey the people opinions about the life insurance to
company and help them to better understand the people.
 The study helps company to focus on customer needs and wants.
 The study also helps in promotion of IDBI insurance products
4.5 LIMITATIONS OF THE STUDY

The following are considered as the limitations which I faced during my
study
 It is difficult to attain the customer interest while explaining about
the policy terms.
 Most of the people are preferring LIC products(govt policies).
 Brand and image of the organization may be listed as one of the
limitation.
 Changing rules and regulations of the government may be
considered as one of the limitation.
 It is difficult to know if all respondents gave accurate information
and some people may mislead the study due to their personal
reasons

4.6 RESEARCH DESIGN AND SAMPLING
A research design is a method and procedure for acquiring information needed to

solve the problem.
A research design is a basic plan that helps in data collection or analysis.
It specifies the type of information to be collected, the sources of

information and collection procedure.
TYPES OF RESEARCH DESIGNS
 Exploratory research design

 Descriptive research design
RESEARCH METHODOLOGY
Type of study
The type of research design which I am taking for this study is descriptive
research design.
In descriptive study, one has to use facts or information which is already available
and analyze them to make critical evaluation.
The descriptive research can be done in 3 ways
 Observational
 Case study
 Survey

4.8 RESEARCH INSTRUMNTS
The research instrument which I am going to use in this study is a couple of

questionnaires which are used to carry a simple survey from selected people.
The targeted people for my study are social people i.e., my friends, relatives,
neighbors and family members.

CHAPTER-5
DATA ANALYSIS
1) What profession do you belong to?

o Student
o Employer
o Employee
o Retired
ANALYSIS: The sample consists of 20 people in which 3 people are

students,9 are employees,4 are employer and retired people
20
4 4
3
1
Student Employee Employer Retired
Series 1
INTERPRETATION: From the above graph it is clear that majority of

respondents are employees and followed by youth.

2) Which insurance policy do you have?

o LIC
o ICICI
o IDBI
o ANY OTHER
5
4
3
2
1
0
Student employee employer retired
LIC ICICI IDBI OTHERS
Interpretation: In this I have observed that major number of people have policies
in LIC which is a government entity after that the major share is health policies in
other organization.

3) Your factors for opting a policy

o Profitable returns
o Interest rate
o Coverage value
o Premium
3.5
2.5
1.5
0.5
0
Profitable returns Interest rate coverage value premium
Interpretation: when we talk about the factors influencing while choosing a

policy the majority people are considering amount of premium and profits

3) Are you aware of IDBI federal life insurance?
o YES NO
10
8
6
4
2
0
yes no Column1
Interpretation: It deals with popularity of IDBI products in market in this

all the 20 people are aware of IDBI products.

4) Are you aware of child policies?
o YES NO
10
0
Student Employeee Employer Retired
yes no Column1
Interpretation: This deals with awareness level of child policies

5) What are the factors you consider before buying a policy?
o Premium of policy
o Term of policy
o Returns
6
5
4
3
2
1
0
premium Term of policy returns
Interpretation: from the above graph it is clear that most of the most of the
people returns before buying a policy.

6) Have you done any child policies?
o YES
o NO
6
0
yes no Column1
Interpretation: In this when people are asked about child policies the
results are quite better 20 out of 12 have already insured their children

7) If yes, how did you come to know about child policies?
o Agents
o Family and friends
o Promotions
o ANY other source
3.5
3
2.5
2
1.5
1
0.5
0
Agents Family Promotions others
Interpretation: The major part of promotion comes from agents and

family

8) Are you aware of IDBI child policies? If yes what is the source?
o Agents
o Promotions
o ANY other source
3.5
3
2.5
2
1.5
1
0.5
0
Agents Family friendspromotiosnothers promotions others
Interpretation: The major source for IDBI products are agents and
promotions through TV or by other means.

9) In which company do you have child policies?
o LIC
o ICICI
o IDBI
o ANY OTHER
Chart Title
3.5
3
2.5
2
1.5
1
0.5
0
LIC ICICI IDBI OTHERS
Interpretation: Again in child policies also LIC is the frontrunner and the second
runner is IDBI

10) What type of policies do you prefer mainly?
o Life insurance policies

o Child policies
o Group policies
o Others
Chart Title
5
0
LIC CHILD group others
Interpretation: From this we can conclude that people are preferring LIC
policies when I asked them about this the only answer I got is security.

11) Rate IDBI service quality on the scale of 10
o <5
o 6
o 7
o 8
o >=9
Chart Title
5
0
Stuednt Employee Employer Retired
<5 6 7 8 >=9
Interpretation: The service quality of IDBI is quite good, on average it

got about 8 on scale of 10

12) IDBI federal policies are better than other policies?
o Strongly agree
o Agree
o neutral
o Disagree
o Strongly dis agree
0
strongly agree agree neutral dis agree strongly dis agree
student employee employer retired
Interpretation: When people are asked about their opinion on IDBI

products the result was not as expected more people are not satisfied with
IDBI service

13) Please give a rating to our agents level of interaction with you
o <5
o 6
o 7
o 8
o >=9
o
Chart Title
6
5
4
3
2
1
0
Student Employee Employer retired
<=5 6 7 8 >=9
Interpretation: The employee interaction level with the customer is quite good
as lot of people are satisfied with the service and their interaction level.

14) Have you seen advertisements or promotion related to IDBI insurance

products
o YES
o NO
Chart Title
10
0
YES NO 0
Interpretation: this shows that IDBI is doing a great job in promotional

activities.

15) If yes, Where
o T.V
o INTERNET
o NEWS PAPER
o OTHERS
Chart Title
4
0
TV INTERNET NEWS PAPER OTHERS
Interpretation: the major promotion of the products comes from TV and

internet.

CHAPTER-6
SUMMARY OF FINDINGS
FINDINGS:
The following are the summary of findings arrived after analysis.
Depending upon the deep observation on analysis and interpretation the findings
are presented as follows
 It is found that most of the people don’t know about benefits of investing
in life insurance
 People are preferring the policy which has less yearly premium
 Most of the people don’t know about the tax benefits of paying life
insurance
 There is a good amount of people in the age group of people 18 to 30 who
are not bothered about life insurance
 More than paying life insurance people are interested in savings schemes
 Very less people are interested in paying life insurance
 It is found that some people are paying life insurance because of tax
benefits.
 Some people are interested in paying monthly premiums rather than yearly
payments.
 Friends and family are the major influencers of customers when it comes
to the decision of buying policies
 LIC is still the market leader as it has very less premium when compared
with other companies
 Band image plays a prominent role in influencing customers to buy the
product.

CHAPTER 7
RECOMMENDATIONS AND CONCLUSION
The recommendations are as follows
 There is need to attract the young people between the age group 18 to 30
by explaining the importance of life insurance.
 Company should give a chance for the customer to design his own policy
 As the family and friends are best influencers in buying the policies the
advertisements should be related to family and friendly in nature
 Innovative products should be introduced like group policies
 Insurance policy should be designed in such a way that all classes of
people.
 There is a need to train the agents to educate the uneducated people about
the insurance policies
 IDBI should use social media platforms like Face book, YouTube,
Instagram
 Advertisements should be designed in such a way that policy benefits
should be easy understood.
 Company should concentrate on smaller towns and uncovered segments

CONCLUSION
This internship help me to gain great knowledge which is a wonderful

experience .This experience helped me to understand the corporate
culture. As I am fresher I am always expecting an opportunity to work
with corporate.
I thank IDBI for providing me this opportunity and showing me a path of

great knowledge and experience which will help me to build my career.
Every sector of economy brings major changes in the customer

expectations, the insurance industry has experienced a few aspects such as
regulations and vast change of skills and capabilities of the intermediaries
involved in the distribution.
Generally people buy policies for 3 purposes for saving money, for
security purpose and for availability of tax benefits.

APPENDICES AND ANNEXURES
QUESTIONNARIE
DEAR SIR/MADAM
I am RAVI TEJA from REVA university, I am doing a

study on “customer relationship management” which is a part of my internship.
So I kindly request you to spend your valuable time to answer the following
questions.
CUSTOMER DETAILS
NAME
DATE
1) GENDER: MALE FEMALE
2) MARITAL STATUS: MARRIED UNMARRIED
3) ANNUAL INCOME: (a)<20000 (b)20000 to 40000 (C)40000 to

60000
(d) >60000
CUSTOMER PERCEPTIONS:
1) What profession do you belong to?

o Student
o Employee
o Employer
o Retired

2) Which insurance policy do you have?

o LIC
o ICICI
o IDBI
o ANY OTHER
3) Your factors for opting a policy
o Profitable returns
o Interest rate
o Coverage value
o Policy term and premium per year
4) Are you aware of IDBI federal life insurance?
o YES
o NO
5) If, yes which policy do you have in IDBI
6) Are you aware of child policies?
o YES
o NO
7) What are the factors you consider before buying a policy?
o Premium of policy
o Term of policy
o Returns
8) Have you done any child policies?
o YES
o NO

9)If yes, how did you come to know about child policies?
o Agents
o Promotions
o ANY other source
10)Are you aware of IDBI child policies? If yes what is the source?
o Agents
o Promotions
o ANY other source
11) In which company do you have child policies?
o LIC
o ICICI
o IDBI
o ANY OTHER
12) For what purpose you have done a child policy…………………..
13) What type of policies do you prefer mainly?
o Life insurance policies

o Child policies
o Group policies
o Others

14) Rate IDBI service quality on the scale of 10
o <5
o 6
o 7
o 8
o >=9
15) IDBI federal policies are better than other policies?
o Strongly agree
o Agree
o Strongly disagree
o Disagree
16) Please give a rating to our agents level of interaction with you
o <5
o 6
o 7
o 8
o >=9
17)Have you seen advertisements or promotion related to IDBI insurance

products
o YES
o NO
18) If yes, Where
o T.V
o INTERNET
o NEWS PAPER
o OTHERS

BIBILOGRAPHY
WEBSITES
 www.idbifederal.com
 www.insidebusiness360.com
 www.moneycontrol.com
 IDBI handbook
MAGZINES:
MINT
BUSINESS TODAY
BUSINESS WORLD
REFERENCE BOOKS
 Ashwarthappa. k human resource management,4TH edition, published by
TATA MC GRAW hill,2006.
 Kotler, Phillip, Marketing management,11th edition, published by Asoka
k.Ghosh,2003.
 Chandra prasanna,Financial management,11th edition, by TATA MC
GRAW hill,2008


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CUSTOMER RELATIONSHIP MANAGEMENT TOWARDS IDBI

LIST OF CONTENTS WITH PAGE NUMBERS

SL.NO PARTICULAR Page number

2 Introduction to organization study

7 Recommendations and Conclusion

REVA UNIVERSITY Page 1

INTODUCTION TO THE STUDY:

CRM is defined as a combination of business process and technology that seeks to

Customer Relationship management (CRM) is a widely implemented model for

STATEMENT OF THE PROBLEM:

The difficulty in evaluation of customer’s perception accurately.

The pressure on margins and growth prospects from increased competition.

REVA UNIVERSITY Page 2

MAJOR OBJECTIVES OF THE STUDY:

 To understand the concept of Customer Relationship Management

REVA UNIVERSITY Page 3

To survive in the competitive world, Indian banking sector is realizing the

REVA UNIVERSITY Page 4

1.1 INTRODUCTION TO THE STUDY

In a dynamic business environment, which characterized by financial challenges

1.2 INDUSTRY BRIEF HISTORY

REVA UNIVERSITY Page 5

Current scenario of life insurance sector

There are now 29 insurance companies operating in the Indian market – 14

REVA UNIVERSITY Page 6

State Insurers Continue To DominateThere may be room for many more

Similarly, the four public-sector non-life insurers – New India Assurance,

Intense CompetitionIn a de-tariff environment, competition will manifest itself

REVA UNIVERSITY Page 7

1.2(b) INDUSTRY ANALYSIS(PORTERS MODEL):

It analyses the entire situation of the market.

The name itself indicates it is a 5 force model

The five forces are as mentioned below

 Bargaining power of suppliers

This model captures the key elements of the industry.

REVA UNIVERSITY Page 8

It was introduced by MICHEAL E. PORTER of HARVARD

Porter refers these forces as macro and micro environment of business

1. BARGAINING POWER OF SUPPLERS:

REVA UNIVERSITY Page 9

2. BUYERS BARGAINING POWER:

This is generally depends on the entry barriers of the industry like

 Cost incurred in starting a business

This refers to:

 Threat of substitutes is high when the switching costs are low

REVA UNIVERSITY Page 10

The present market place of IDBI in India is 17th.

1.3 AREA OF STUDY:

REVA UNIVERSITY Page 11

REVA UNIVERSITY Page 12

INTRODUCTION OF THE COMPANY

 It is established under the act of parliament.

 The central government holds 77% stake in IDBI bank

 In the year 2017-18 bank reported a loss of Rs.853 crores.

 It is listed in NSE and BSE

 Revenue Rs.28,043 crores

 It has more than 17,570 employees according to march 2016

“INDUSTRIAL DEVELOPMENT BANK OF INDIA”

The company has established a record on its name by collecting a premium of

REVA UNIVERSITY Page 13

The company holds a license from INSURANCE REGULATORY AND

REVA UNIVERSITY Page 14

2.1(b) BOARD OF DIRECTORS: