B2B and CRM Final

8/4/2019 B2B and CRM Final

1/12


2/12

Banking in India originated in the first decade of18th century i.e The General Bank of India cominginto existence in 1786.

This was followed by Bank of Hindustan.

The oldest bank in existence in India is the StateBank of India being established as "The Bank ofBengal" in Calcutta in June 1806

The first fully Indian owned bank, Allahbad Bank.

The Reserve Bank of India formally took on theresponsibility of regulating the Indian bankingsector from 1935. After India's independence in1947, the Reserve Bank was nationalized and given

broader powers.


3/12

The Indian financial system comprises the followinginstitutions:

1. Commercial banks

a. Public sectorb. Private sector

c. Foreign banks

d. Cooperative institutions

(i) Urban cooperative banks(ii) State cooperative banks

(iii) Central cooperative banks


4/12

2. Financial institutions

a. All-India financial institutions (AIFIs)

b. State financial corporations (SFCs)

c. State industrial development corporations(SIDCs)

3. Nonbanking financial companies (NBFCs)

4. Capital market intermediaries


5/12

As per the McKinsey report India Banking 2010, the

banking sector index has grown at a compounded annualrate of over 51 per cent since the year 2001 It is projected that the sector has the potential to account

for over 7.7 per cent of GDP with over Rs.7,500 billion inmarket cap, and to provide over 1.5 million jobs.

New product and service development in credit cards,consumer finance, wealth management, life and generalinsurance, investment banking, mutual funds, pensionfund regulation, stock broking services, custodianservices, private equity, etc. subsidiaries.

More than 50 per cent of Indias population is under theage of 30 years, which is a major target group for banks

Penetration of banking services in the country remainslow.


6/12

CRM is a business strategy designed tooptimize profitability, revenue and

customer satisfaction.


7/12

Increased Sales

Identifying Needs More Effectively

Cross-selling Of Other Products

Profitable Customers Enhanced Customer Satisfaction And Retention

Increased Value From Your Existing CustomersAnd Reduced Cost

Improved Profitability

More Business


8/12

Establishing CRM goals

Assembling customer information

Designing the data model

Selecting the CRM solution

Establishing authority responsibility

Communication with customers through direct mail , electronic mail etcCustomer surveys

Customer satisfaction program

Collection of customer information

Provision of customer information to employees

Usage of customer information in the business activities

Feedback

Analyze

Documenting a new process

Implementing final methodology


9/12

Many of today's most effective CRM processes and

strategies are so successful because of theunderlying technologies that enable and supportthem.

VoIP Web Services and Service Oriented Architecture Social Networking Outsourced Application Delivery Wireless Connectivity and Applications

Presence Technologies (RFID, POS) Open Source CRM Embedded Analytics and Business Intelligence Queue Management


10/12

Started in 1908

The Bank has significant international presence with anetwork of86 branches/ offices in 25 countries

It is a Commercial Bank It recently completed its 100 yrs

To be A top ranking national bank of internationalstandards

Logo is A unique representation of A universal of therising sun

Bank of Baroda has been awarded with the "bank ofyear 2010


11/12

Citibank was founded in 1812

Its business covers 107 countries with approximately2,000 offices in the world

It is a commercial bank Citi bank was the first company in India to introduce

stock options for its employees.

Citi bank has over 7,500 employees and US$ 3.1 billion

capital invested


12/12

The Kotak Mahindra group is a established in 1985 inIndia

Today it has more than 20,000 employees and Rs.10,000 crore in revenue

Documents

B2B and CRM Final