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APEX(KOLKATA) Customer Relationship Management (CRM) What is CRM? CRM stands for Customer Relationship Management. It is a process or methodology used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake. The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends. CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers.

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CRM Software Sales Force Automation Contact management Contact management software stores, tracks and manages contacts, leads of an enterprise. Lead management Enterprise Lead management software enables an organization to manage, track and forecast sales leads. Also helps understand and improve conversion rates. eCRM or Web based CRM Self Service CRM Self service CRM (eCRM) software Enables web based customer interaction, automation of email, call logs, web site analytics, campaign management.

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Survey

Management

Software

Survey Software automates an enterprise's Electronic Surveys, Polls, Questionnaires and preferences. Customer Service Call Center Software Help Desk Software Partner Relationship Management Contract Management Software enables understand customer

Contract Management Software enables an enterprise to create, track and manage partnerships, contracts, agreements. Example: Upside Software, Accruent Software, diCarta, IMany. Distribution management Software

That’s where Business Software and Customer Relationship Management (CRM) applications come in. This will help you achieve proper customer . In order to retain customers. or from home. their information needs to be recorded securely and correctly. Whether information is being shared amongst a large group.4 Thanks to the expanding global workforce. companies today are facing a new array of challenges. Many organizations have employees working out of the office. CRM programs enable businesses to centrally access and manage customer information. Most people have encountered the reverse of this scenario and know how infuriating it can be when companies have poor organization and communication among their workers. and the continued need to cut costs and drive productivity. it has to be accurate and reliable. To ensure your customers are satisfied. Collaborating as a unified team (Workforce Collaboration) has never been more crucial and sharing information with a teammate in the next cubicle is only a small piece of the puzzle. you need to stand above the rest and have an information hub where all workers have access to vital information about customers. whether it’s your traveling salesperson. or workers in other states. heightened competition. countries. such as in a call center or simply between a few employees in a small business.

and analyze information about all customer contacts and engagements. Finally. and that’s why certain CRM applications enable you to share information with your team members securely and with necessary territorial controls. etc. marketing. etc. probability of success. Another 8-10 hours to get accurate activity reports from staff (not including the time it takes them to create those reports). which is vital to your success.5 service. . or weed out the poor prospects. add on another 1/2 hour or so to research each customer regarding past history. Without a CRM. not all team members should have access to the same information. That means team leaders can view more information and each department will see all relevant information. Add 2-4 hours to find key potential prospects so that you target the right customers. current opportunities. your workers will require an extra 64 to 70 hours per week! For instance. it will take 4-6 hours to consolidate. and to unite all departments of your business. needs. This ensures excellent Project Management for any organization. sales. CRM applications help all companies reduce the time and complexity it takes to report individual sales activities. CRM’s make Workforce Collaboration easier than ever! Of course. view.

Sending emails to clients. and other crucial steps are automated with popular CRM applications to reduce wasted time of manually performing mundane tasks. . CRM applications make Project Management easier for company leaders with simple ways to monitor and measure individual and team success. Everyone in the business world is competitive. rewards can be given to enhance team morale! Employees that are struggling to perform can be encouraged and further trained to boost productivity.6 Any company that needs Process Improvement will find that in order to be more effective and cost efficient. or even against other reps. entering vital information. that is encouragement to do better. especially salespeople. Workers perform best when they have a clear-cut way to measure their success and see improvement. Certain CRM systems can significantly reduce wasted time and increase sales. Of course. that's the point of quotas and commissions. companies are increasingly required to automate common practices and processes. by measuring success. When reps see how their doing against their quota. a system of Sales Force Automation must be implemented. Not only is Sales Force Automation important to sales teams.

This enables your sales team to slice and dice their customer data to find the best approach. . Your team will be able to quickly divide lead lists into groups that you create such as by ZIP code or last date of purchase. This is a crucial tool to reduce wasted time and eliminate bothering the wrong customers.7 With handy tools in CRM applications." a completely different selling process can start for that prospect. if a new prospect is introduced and there is data indicating their interest in "Trucks. your company can effectively improve Workflow by targeting a) prospects for new business and b) existing customers for repeat business. Creating "data policies" is a great way to do that. For example.

it positions you as a reputable source of useful information. CRM applications will provide you with multiple ways to communicate to customers such as email marketing campaigns. opened email. and measure results across your sales cycle. who clicked on your link from the email. Meanwhile. . who unsubscribed. you can specify your lead.8 As times have changed. the better your chance that they will forward the newsletter to colleagues and peers or look forward to the next email from you. a simple phone call or visit isn’t always enough. By combining CRM Sales Force Automation data management and email campaigning in one application. embedded personal information into each email. prospect. Creating automated callback lists for customers who appeared to be interested (clicked on links. and account targets. etc. Your CRM will assist you in your email campaign efforts by offering simple templates in HTML form and providing you with statistics such as: who opened the email. Your CRM will make it easier to target the right customers with email lists and to make sure your message isn’t viewed as spam by filters or customers! Newsletters make excellent campaigns to provide your reader with information that will help them improve their situation in an unobtrusive way. The better your content is.

projects.Work Together: It doesn’t matter where you employees are in the office. everything is tracked. This means operating a successful CRM and Business Software system for your company. It helps cut wasted . customer feedback. country. they will have the information they need to close more deals. and more. . state.Win Customers: Nothing will be left to chance. A Sales Force Automation CRM will automate processes that used to take days and will simplify it! The answer to the problems associated with the expanding global workforce is through Web Collaboration technologies.) is a highly successful tool. accounting.9 etc.Work Smarter: Working smarter is better than harder. or world. A CRM application will enable your organization to build on customer data with information relating to: opportunities. . products. services. referrals. You can be sure to: . From the first contact through first sale.

10 time. and money! You have the reporting data you need to make great decisions. . efforts.

who has provided me with the necessary information and also for the support extended out to me in the completion of this report and his valuable suggestion and comments on bringing out this report in the best way possible. who has sincerely supported me with the valuable insights into the completion of this project. I also thank Prof. Branch Manager and company project guide. IBMR_Kolkata. Sunandit Chatterjee. .11 Acknowledgements If words are considered to be signs of gratitude then let these words Convey the very same My sincere gratitude to HDFC BANK for providing me with an opportunity to work with BANK and giving necessary directions on doing this project to the best of my abilities. I am highly indebted to Mr. I am grateful to all faculty members of IBMR_Kolkata and my friends who have helped me in the successful completion of this project. Pragna Kaul.

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CONTENTS Sr. No. 1 2 3 4 5 6 7 8 9 10 11 12 13 Subject Covered Banking Structure in India Indian Banking Industries Upcoming Foreign Bank in India HDFC BANK Company Profile Technology used Product and Customer segments Business Strategy Inside Hdfc Bank Rupee Earned – Rupee Spent Recent Development SWOT Analysis Project on Plastic Money Page No. 6-7 8-9 10 11-12 13-15 16-19 20-23 24-25 26-31 32-33 34-41 42-48 49-55

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BANKING STRUCTURE IN INDIA

Scheduled Banks in India (A) Scheduled Commercial Banks

Public Banks

sector Private Banks (27) • Old Banks

sector Foreign Banks Regional in India (29) Private Bank (102)

Rural

(28) • Nationalized Bank • Other

Public • New Private Banks

Sector Banks (IDBI) • SBI and its

Associates

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(B) Scheduled Cooperative Banks

Scheduled Urban Cooperative Banks (55)

Scheduled State Cooperative Banks (31)

Here we more concerned about private sector banks and ompetition among them. Today, there are 27 private sector banks in the banking sector: 19 old private sector banks and 8 new Private sector banks. These new banks have brought in state-ofthe-art technology and Aggressively marketed their products. The Public sector banks are Facing a stiff competition from the new private sector banks. The banks which have been setup in 1990s under the guidelines of the Narasimham Committee are referred to as NEW PRIVATE SECTOR BANKS.

15 New Private Sector Banks .

16 • Superior Financial Services • Designed Innovative Products • Tapped new markets • Accessed Low cost NRI funds • Greater efficiency INDIAN BANKING INDUSTRIES .

increased standard of living. In correlation with the growth of the economy. An expanding economy. middle class. with Assets expected to reach US$1 trillion by 2010. The country’s middle class accounts for over 320 million people. and affordability of banking products are promising factors for continued expansion. and technological innovations are all contributing to this growth. rising income levels. .17 The Indian banking market is growing at an astonishing rate.

18 The Indian banking Industry is in the middle of an IT revolution. Banks are now realizing the importance of being a big player and are beginning to focus their attention on mergers and acquisitions to take advantage of economies of scale and/or comply with Basel II regulation.centric in their approach.” . Focusing on the expansion of retail and rural banking. “Indian banking industry assets are expected to reach US$1 trillion by 2010 and are poised to receive a greater infusion of foreign capital. Players are becoming increasingly customer . which has resulted in innovative methods of offering new banking products and services.

Among them is the world's best private bank by EuroMoney magazine. analyst in Celent's banking group and author of the report. This is as an aftermath of the sudden interest shown by Reserve Bank of India paving roadmap for foreign banks in India greater freedom in India. . “The banking industry should focus on having a small number of large players that can compete globally rather than having a large number of fragmented players." UPCOMING FOREIGN BANKS IN INDIA By 2009 few more names is going to be added in the list of foreign banks in India. Switzerland's UBS.19 says Prathima Rajan.

20 The following are the list of foreign banks going to set up business in India :- • • • • • • • • • Royal Bank of Scotland Switzerland's UBS US-based GE Capital Credit Suisse Group Industrial and Commercial Bank of China .

21 WE UNDERSTAND YOUR WORLD The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. India. HDFC is India's premier housing finance company and enjoys an impeccable track record in India as well as in international markets. the Corporation has maintained a . Since its inception in 1977. with its registered office in Mumbai. as part of the RBI's liberalization of the Indian Banking Industry in 1994. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995. The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited'.

HDFC was ideally positioned to promote a bank in the Indian environment. large shareholder base and unique consumer franchise. Its outstanding loan portfolio covers well over a million dwelling units. a strong market reputation.22 consistent and healthy growth in its operations to remain the market leader in mortgages. we are proud to say that we are well on our way towards that goal. .” We realized that only a single minded focus on product quality and service excellence would help us get there. Today. With its experience in the financial markets. HDFC Bank began operations in 1995 with a simple mission : to be a “ World Class Indian Bank. HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities.

23 COMPANY PROFILE STRONG NATIONAL NETWO HDFC BANK March 2006 Citied Branches ATMs 228 535 1323 March 2007 316 684 1605 March 2008 327 761 1977 .

the Bank’s distribution network was at 761 Branches and 1977 ATMs in 327 cities as against 684 branches and 1. 2007.605 ATMs in 320 cities as of March 31. the Bank expects to further expand the branch network by around 150 . Against the regulatory approvals for new branches in hand.24 As of March 31. 2008.

. implying a higher market share in both segments.2 million to 8.7 million and total cards issued (debit and credit cards) increasing from 7 million to 9. 2008. During the year. Whilst credit growth in the banking system slowed down to about 22% for the year ended 2007-08.2 million.6% and wholesale advances growing by 30%.1% with retail advances growing by 38.25 branches by June 30. the Bank stepped up retail customer acquisition with deposit accounts increasing from 6. the Bank’s net advances grew by 35.

Portfolio quality as of March 31.3% and net non-performing assets at 0.4% of total customer assets. The Bank’s provisioning policies for specific loan loss provisions remained higher than regulatory . 2008 remained healthy with gross nonperforming assets at 1.26 he transactional banking business also registered healthy growth With cash management volumes increased by around 80% and trade services volumes by around 40% over the previous year.

27 requirements. TECHNOLOGY USED IN HDFC BANK .

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In the era of globalization each and every sector faced the stiff competition from their rivals. And world also converted into the flat from the globe. After the policy of liberalization and RBI initiatives to take the step for the private sector banks, more and more changes are taking the part into it. And there are create competition between the private sector banks and public sector bank. Private sector banks are today used the latest technology for the different transaction of day to day banking life. As we know that Information Technology plays the vital role in the each and every industries and gives the optimum return from the limited resources.

Banks are service industries and today IT gives the innovative Technology application to Banking industries. HDFC BANK is the leader in the industries and today IT and HDFC BANK together combined they reached the sky. New technology changed the mind of the customers and changed the queue concept from the history

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banking transaction. Today there are different channels are available for the banking transactions.

We can see that the how technology gives the best results in the below diagram. There are drastically changes seen in the use of Internet banking, in a year 2001 (2%) and in the year 2008 ( 25%).

These type of technology gives the freedom to retail customers.

Centralized Processing Units Electronic Straight Through

Derived Economies of Scale Reduced Transaction Cost

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Processing Data Warehousing , CRM Innovative Technology Application Improve cost efficiency, Cross sell Provide products HDFC BANK is the very consistent player in the New private sector new or superior

banks. New private sector banks to withstand the competition from

public sector banks came up with innovative products and superior

service.

2007

31 Branches 43% ATM 40% Phone Banking 14% Internet 2% Mobile 1% 2008 .

32 Branches 17% ATM 45% Phone Banking 12% Internet 25% Mobile 1% ( % customer initiated Transaction by Channel ) .

33 PERSONAL BANKING Loan Product Deposit Product Investment & Insurance • Auto Loan • Loan Security • Loan Property • Personal loan • Credit card • 2-wheeler loan • Commercial vehicles finance • Home loans • Retail banking • Tractor loan business Against Against • Saving a/c • Current a/c • Fixed deposit • Demat a/c • Safe Lockers Deposit • Mutual Fund • Bonds • Knowledge Centre • Insurance • General and Health Insurance • Equity Derivatives • Mudra Gold Bar and .

34 • Working Capital Finance • Construction Equipment Finance • Health Finance • Education Loan • Gold Loan Cards Payment Services Access To Bank Care • Credit Card • Debit Card • Prepaid Card • NetSafe • Merchant • Prepaid Refill • Billpay • Visa Billpay • InstaPay • NetBanking • OneView • InstaAlert MobileBanking • ATM • Phone Banking • Email Statements ------------------------------- • DirectPay .

35 Forex Services ------------------------------• Product Services • Trade Services • Forex service & • VisaMoney Transfer • Branch Network • e–Monies Electronic Funds Transfer • Online Payment of Direct Tax Branch Locater • RBI Guidelines WHOLESALE BANKING Corporate Small and Medium Financial and Trusts Institutions Enterprises .

36 • Funded Services • Non Funded • Funded Services • Non Services BANKS Sub- Funded • Clearing Membership Services • Specialized Services • RTGS added submembership • Fund Transfer • ATM Tie-ups • Corporate Salary a/c • Tax Collection Financial Institutions – • Value Added • Value Services • Internet Banking services • Internet Banking Mutual Funds Stock Brokers Insurance Companies Commodities Business .

37 Trusts BUSINESS MIX .

• Customer segments (retail & wholesale) account for .38 Total Deposits Net Revenue Gross Advances Retail Wholesale • HDFC Bank is a consistent player in the private sector bank and have a well balanced product and business mix in the Indian as well as overseas markets.

• Equally well positioned to grow both segments. .39 84% of Net revenues ( FY 2008) • Higher retail revenues partly offset by higher operating and credit costs. NRI SERVICES .

40 Accounts & Deposits • Rupee Saving a/c • Rupee Current a/c • Rupee Fixed Deposits • Foreign Currency Deposits • Accounts Indians for Returning Remittances • North America • UK • Europe • South East Asia • Middle East • Africa • Others Quick remit IndiaLink Cheque LockBox Telegraphic/ Wire Transfer Funds Transfer Cheques/DDs/TCs Investment & Insurances • Mutual Funds • Insurance • Private Banking • Portfolio Investment Scheme Loans • Home Loans • Loans Against Securities • Loans Against Deposits • Gold Credit Card .

.41 Payment Services • NetSafe • BillPay • InstaPay • DirectPay • Visa Money • Online Donation Access To Bank • NetBanking • OneView • InstaAlert • ATM • PhoneBanking • Email Statements • Branch Network • BUSINESS STRETEGY HDFC BANK mission is to be "a World Class Indian Bank".

professional integrity. and to achieve a healthy growth in profitability. consistent with the Bank's risk appetite. The objective is to build sound customer franchises across distinct businesses so as to be a preferred provider of banking services for target retail and wholesale customer segments. Bank is committed to do this while ensuring the highest levels of ethical standards. corporate governance and regulatory compliance. risk management and audit & compliance. technology.42 benchmarking themselves against international standards and best practices in terms of product offerings. Continue to develop new product and technology is the main business strategy . service levels.

• Leverage our technology platform and open scaleable systems to deliver more products to more customers and to control operating costs. HDFC BANK business strategy emphasizes the following : • Increase market share in India’s expanding banking and financial services industry by following a disciplined growth strategy focusing on quality and not on quantity and delivering high quality customer service. Maintain good relation with the customers is the main and prime objective of the bank. .43 of the bank.

INSIDE HDFC BANK . • Continue to develop products and services that reduce bank’s cost of funds. • Focus on high earnings growth with low volatility. • Develop innovative products and services that attract the targeted customers and address inefficiencies in the Indian financial sector.44 • Maintain current high standards for asset quality through disciplined credit risk management.

PART OF KAIZEN WORK PLACE TRANSFORMATION Focus on effective work place organization Believe in “ Small changes lead to large improvement ” Every successful organization have their own strategy to win the race in the competitive market. Five ‘S’ Part of Kaizen is the technique which is used in the bank For easy and systematic work place and eliminating unnecessary things from the work place. They use some technique and methodology for smooth running of business.45 FIVE “S” . BENEFIT OF FIVE “S” . HDFC BANK also aquired the Japanese technique for smooth running of work and effective work place organization.

46 • • • • • It can be started immediately. Every one has to participate. Brings in concept of ownership. Five “ S” is an entirely people driven initiatives. FIVE ‘S’ Means :- S-1 S-2 S-3 S-4 S-5 SORT SYSTEMATIZE SPIC-N-SPAN STANDARDIZE SUSTAIN SEIRI SEITON SEIRO SEIKETSU SHITSUKE . All wastage are made visible.

Frequently Required Remove everything from workplace Less Frequently Required Wanted but not Required Junk Junk (2) SYSTEMATIZE :- .47 (1) SORT :- It focus on eliminating unnecessary items from the work place. It segregate items as per “require and wanted”. It is excellent way to free up valuable floor space.

n . It largely focus on good labeling and identification practices. (3) SPIC. organize and arrange retrieval. (4) STANDERDIZE :- It focus on simplification and standardization.SPAN :- Spic-n-Span focuses on regular clearing and self inspection. It brings in the sense of ownership. That means it identify. Objective :.48 Systematize is focus on efficient and effective Storage method.“A place for everything and everything in its place”. It involve standard .

. It brings in self. (5) SUSTAIN:- It focuses on defining a new status and standard of organized work place. It establish checklist to facilitates autonomous maintenance of workplace.49 rules and policies. It assign responsibility for doing various jobs and decide on Five S frequency. Sustain means regular training to maintain standards developed under S-4.discipline and commitment towards workplace organization.

50 LABELLING ON FILE FILE NUMBER SUBJECT .

Shelf (A) .51 FROM DATE TO DATE OWNER BOX LABEL For Example 1/3/A/6 1 – Work Station (1) 3 – Drawer (3) A .

52 6 – File Number ( 6) COLOUR CODING OF FILES DEPARTMENT Welcome Desk .

Logic behind it that . the color coding are always differentiate the . Due to this everyone aware about their particular color file which is coding on it and they save their valuable time. It is a part of Kaizen and also included in the system of the Five ‘S’.53 Personal Banker Teller Relationship Manager Branch Manager Demat Others In the HDFC BANK each department has their different color coding apply on the different file.

2007. The Bank continues to focus on training its employees on a continuing basis.2006 to 21477 as of March 31.54 things from the similar one. Total number of employees increased from 14878 as of March31. both on the job . HUMAN RESOURCES The Bank’s staffing needs continued to increase during the year particularly in the retail banking businesses in line with the business growth.

. The Bank’s employee stock option scheme so far covers around 9000 employees. The Bank has consistently believed that broader employee ownership of its shares has a positive impact on its performance and employee motivation.55 and through training programs conducted by internal and external faculty.

And balanced between these two things rupee earned and rupee spent are required for smooth running of business and financial soundness.56 RUPEE EARNED . This type of watch can control .RUPEE SPENT It is more important for every organization to know about from where and where to spent money.

HDFC BANK earned from the ‘Interest from Advances’ 51. bank earned commission exchange and brokerage of 15.25 %. In this diagram it include both things from where Bank earned Rupee and where to spent. These are the major earning .14 % .12 %.57 and eliminate the unnecessary spending of business. ‘Interest from Investment’ 27.

Loss on Investment . Bank spent 39. .75 % on Interest Expense.58 sources of the bank. Tax. Bank also spent Dividend and Tax on dividend. 30.58 % on Provision. Bank also earned from the Forex and Derivatives and some other Interest Income. As we discuss above that balancing is must between these two for every organization especially in the era of globalization where there are stiff competition among various market players.27 % on Operating Expense and 14.

2008. with HDFC Bank Ltd. with effect from May 23.59 RECENT DEVELOPMENT The Reserve Bank of India has approved the scheme of amalgamation of Centurion Bank of Punjab Ltd. .

all requisite statutory and regulatory approvals for the merger have been obtained. With RBI’s approval.60 All the branches of Centurion Bank of Punjab will function as branches of HDFC Bank with effect from May 23. 2008. .

1. 2008.89. Merger with Centurion Bank of Punjab Limited On March 27.63.000 crores.000 crores and net advances of around Rs.1.22.000 crores. the shareholders of the Bank accorded their consent to a scheme of amalgamation of Centurion Bank of Punjab Limited with HDFC Bank Limited. a strong deposit base of around Rs. The shareholders of the Bank . The balance sheet size of the combined entity would be over Rs.61 The combined entity would have a nationwide network of 1167 branches.

62 approved the issuance of one equity share of Rs. stock Other requisite statutory and regulatory authorities.each held in Centurion Bank of Punjab Limited.1.530. 1/. subject to final regulatory approvals in this regard.each of HDFC Bank Limited for every 29 equity shares of Re. The shareholders Also accorded their consent to issue equity shares and/or warrants convertible into equity shares at the rate of Rs. This is subject to receipt of exchanges and Approvals from the Reserve Bank of India.10/.13 each to HDFC Limited and/or other promoter group companies on preferential basis. The Shareholders of the Bank have also approved an increase in the .

450 crores to Rs. .550 crores.63 authorized capital from Rs.

ATMs. phone banking. HDFC Bank is one of India's premier banks providing a wide range of financial products and services to its over 11 million customers across hundreds of Indian cities using multiple distribution channels including a pan-India network of branches. net banking and mobile . India's leading housing finance company.64 Promoted in 1995 by Housing Development Finance Corporation (HDFC).

The bank's competitive strength clearly lies in the use of technology and the ability to deliver world-class service with rapid response time. Within a relatively short span of time.65 banking. Over the last 13 years. and treasury operations. the bank has successfully gained market share in its target customer franchises while maintaining healthy profitability and asset quality. the bank has emerged as a leading player in retail banking. its three principal business segments. wholesale banking. .

the Bank had a network of 761 branches and 1. 2008.1590.69 billion.2crore).100.0% to INR 1. For the year ended March 31. As of March 31.90 billion (Rs.66 As on March 31. (Rs.5% over the corresponding year ended March 31. 2008.331.77 billion (133177 crore). 2008 total deposits were INR 1007. .977 ATMs in 327 cities.769 crore) up 47. the Bank reported a net profit of INR 15. 2007. Total balance sheet size too grew by 46. over the corresponding year ended March 31. up 39.3%. Leading Indian and international Publications have recognized the bank for its performance and quality. 2007.

67 .

. The bank serves individual consumers.68 Centurion Bank of Punjab is one of the leading new generation private sector banks in India. small and medium businesses and large corporations with a full range of financial products and services for investing. lending and advice on financial planning. The bank offers its customers an array of wealth management products such as mutual funds. life and general insurance and has established a leadership 'position'.

mortgages and agricultural loans. This merger has further strengthened the geographical reach of the Bank in major towns and cities across the country. in addition .69 The bank is also a strong player in foreign exchange services. Additionally the bank offers a full suite of NRI banking products to Overseas Indians. especially in the State of Kerala. Centurion Bank of Punjab merged with Lord Krishna Bank (LKB). On 29th August 2007. personal loans. post obtaining all requisite statutory and regulatory approvals.

In addition to being listed on the major Indian stock exchanges.500 employees. the Bank’s shares are also listed on the Luxembourg Stock Exchange. Centurion Bank of Punjab now operates on a strong nationwide franchise of 404 branches and 452 ATMs in 190 locations across the country. .70 to its existing dominance in the northern part of the country. supported by employee base of over 7.

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Asia Pacific HRM Congress: Business Today 'Best Bank' Award Dun & Bradstreet – .72 ACHIEVEMENT IN 2007 Business Monitor survey TodayGroup One of India's "Most Innovative Companies" Financial ExpressErnst Award & Young Best Bank Award in the Private Sector category Global HR 'Employer Brand of the Year 2007 -2008' Award - Excellence Awards First Runner up. & many more .

73 American Corporate Express Best 'Corporate Best Bank' Award Bank Award 2007 The Bombay Stock Exchange Nasscom Foundation's Business for Social Responsibility Awards 2007 Outlook Money & Best Bank Award in the Private sector category. NDTV Profit and 'Best Corporate Social Responsibility Practice' Award The Asian Banker Best Retail Bank in India Excellence in Retail Financial Awards Services Asian Banker HDFC BANK Managing Director Aditya Puri wins the Leadership Achievement Award for India .

74 .

• Superior customer service vs. cover have required • accreditations. etc Management insufficient. competitors. • Processes and systems. • High degree of customer satisfaction. • Customer service staff need training.75 SWOT ANALYSIS STRENGTH • Right strategy for the right products. • Sectoral growth is constrained by low . • Great Brand Image • Products WEAKNESSES • Some gaps in range for certain sectors.

• unemployment levels and competition for staff and effective Dedicated aiming at workforce making a long-term career in the field. .76 • Good place to work • Lower response time with efficient service.

High volume/low cost market is intensely competitive. developing provide added-value services. Great risk involved Very high competition • • New specialist applications. . • prevailing in the industry. • attack by major competitors Lack of infrastructure in rural areas could constrain • An applied research centre to create opportunities techniques for to • investment. Could seek better customer deals. Could broadly.77 Opportunities Threats • • Profit margins will be good. extend to overseas • • • Legislation could impact. Vulnerable to reactive • Fast-track career development opportunities on an industrywide basis.

Strength: Large Capital base. S – O Strategies WEAKNESSES W – O Strategies Weakness: Workforce Responsiveness. Opportunity: Outsourcing of Non – .78 COMPETITIVE SWOT ANALYSIS WITH ICICI BANK STRENGTHS O P P O R T U N Opportunity: Market Expansion.

Banks. Strategy: Outsource Customer Care & other E-Helps. Rural Market.79 I T I E S Strategy: Deep Penetration into Core Business. S – T Strategies T H R E A T S Strategy: Steps to Ensure Loyalty by old Customers. Threat: Increased Competition from others Pvt. Strength: Low operating costs W – T Strategies Weakness: Not Equal to International Standards. Threat: Entry of many Foreign Banks. Strategy: Consider additional benefits .

Opportunity: .Opportunity Analysis. Strength: It is well know that ICICI Bank has the largest Authorised Capital Base in the Banking System in India i.e. Strength .000. 19.000.80 Detailed Analysis: i.000 (Non – Premium Value). having a total capacity to raise Rs.

81 Seeing the present financial & economic development of Indian Economy and also the tremendous growth of the Indian Companies including the acquisition spree followed by them. Strategy: From the analysis of Strength & Opportunity the simple and . it clearly states the expanding market for finance requirements and also the growth in surplus disposal income of Indian citizens has given a huge rise in savings deposits – from the above point it is clear that there is a huge market expansion possible in banking sector in India.

ii. Banks from a great gap. Strength: ICICI Bank is not only known for large capital but also for having a low operations cost though having huge number of branches and services provided.to penetrate into the rural sector of India for expanding its market share as well as leading all other Pvt. Strength .82 straight possible strategy for ICICI Bank could be . .Threat Analysis.

. therefore guaranteeing continuous business. which are known for their state of art working and keeping low operation costs. Strategy: To ensure that ICICI Bank keeps going on with low operation cost & have continuous business it should simply promote itself well & provide quality service so as to ensure customer loyalty. India is able to attract many international financial & banking institutes.83 Threat: After showing a significant growth overall.

CITI BANK. though ICICI Bank has better responsible staff but it still lacks behind its counterparts like HSBC. YES BANK etc.84 iii. Weakness . HDFC BANK. Opportunity: .Opportunity Analysis. Weakness: It is well known that workforce responsiveness in banking sector is Very low in Indian banking sector.

this same strategy should be implemented by ICICI Bank so as to have proper customer service without hindering customer expectations.85 In the present world. Strategy: As international companies are reaping huge benefits after out- sourcing there customer care & BPO’s. India is preferred one of the best places for out – sourcing of business process works and many more. .

Threat Analysis. ICICI Bank has not been able to keep up the international standards in providing customer service as well as banking works.86 iv. Threat: In recent times. Weakness: Though having a international presence. Weakness . India has witnessed entry of many international .

Strategy: After having new entrants threat. . ICICI Bank should come up with More additional benefits to its customer or may be even reduce some fees for any additional works of customers. YES Bank etc which posses an external entrant threat to ICICI Bank – as this Banks are known for their art of working and maintain high standards of customer service.87 banks like CITI Bank.

88 PROJECT ON PLASTIC MONEY .

89 .

90 I give the project on Plastic Money to bank. . Plastic Money title itself says the use of Credit Card and Debit Card in day to day transaction of the business. Due to this idea bank also sell their swipe machine to wholesaler and create brand image in the market. The objective behind this project is to increase the rich customers list in a bank. I prepared the presentation on it and submitted to bank and Bank already started work on this project. Idea behind this project is to sale the bulk product. Target customer Of this project are two parties one is Wholesaler and second is Retailer.

91 The idea behind this. bank give the credit card swipe machine to wholesalers and retailers use the credit card of the bank. So here retailers can get benefit of long credit period and on the other side wholesalers can get the benefit of same day payment. As a result bank got the wide list of customers of wholesalers and retailers. Bank gives the 50 days credit to their credit card holders. .

92 POWERPOINT PRESENTATION ON PLATIC MONEY .

93 O .

94 O .

to convenience both the parties and create the group transaction between them so bank can got the maximum benefit from  it. so by this way Credit CardndD and a transaction. Each wholesaler has more than 15 to 20 retailers.95  We sale our pro and create grou Idea behind it. .

96 bank sell the bulk products. .

97 H  This power point slide shows the how idea works behind this project. Meet the wholesaler first and get the details about their retailers and convince both parties and shows the benefit of using this type of transaction by plastic money. Meet towholes  Collect details  Convince both benefits from it .

98 Be  Bulkproduct Bank always find those customers which are more involve in the  Because who .

. These type of group transaction between the wholesalers and retailers maintain the well account in a bank.99 banking transaction.

100 M ar  I t's show tim communicati service in suc customers wan .