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sbi relations
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1
A warm welcome to all
A warm welcome to all
2
A
Presentation on
Final Report
Customer Relationsaahip Management
in State Bank Of India, Fort.
3
“ By Entering into your
premises, the customer is
giving an opportunity to serve
him, but you are not doing any
favor by serving him”.
- Mahatma
Gandhi.
4
Content
Objective of the study Research methodology What is Bank?
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Objective of the Study
1) To analyze the CRM processes adopted by SBI in Fort.
2) To know the awareness level of CRM among customers of SBI Fort.
3) To understand the strategies adopted by SBI in promoting CRM practices.
4) To identify the customer satisfaction level towards CRM practices followed by SBI Fort.
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Research methodology Methodology means the methods, ways or sources adopted
or used to carry on or undertake any project work. So the methodology or source of the data that has been collected is from 2 sources.
Primary dataSecondary data
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What is bank?
A bank is a financial institution licensed by a government. Its primary activities include borrowing and lending money.
For example:- Banks are important players in financial markets and offer financial services such as investment funds.
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SBI in India.
Banking in India originated in the last decades of the 18th century.
The oldest bank in existence in India is the State Bank of India, a government-owned bank that traces its origins back to June 1806 and that is the largest commercial bank in the country.
Central banking is the responsibility of the Reserve Bank of India, which in 1935 formally took over these responsibilities from the then Imperial Bank of India, relegating it to commercial banking functions.
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SBI Fort
SBI, Fort, main branch is a leading public sector bank in Mumbai District with large customer base and excellent infrastructure facility. It caters the prospective customers with wide range of products and banking facility.
It is the only bank in Fort with various departments and functions and large work force. It has recently under taken the re-engineering process to provide better facilities for the customers and it has adopted various technologies to satisfy the customers to the fullest. It has its prominence from past two decades.
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CRMCRM Customer relationship management (CRM) is a
business strategy to acquire and manage the most valuable customer relationships.
CRM requires a customer-centric business philosophy and culture to support effective marketing, sales and service processes.
CRM applications can enable effective customer relationship management, provided that an enterprise has the right leadership, strategy and culture.
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CRM in bank. The idea of CRM is that it helps businesses use technology
and human resources gain insight into the behavior of customers and the value of those customers.
If it works as hoped, a business can: provide better customer service, make call centers more efficient, cross sell products more effectively, help sales staff close deals faster, simplify marketing and sales processes, discover new customers, and increase customer revenues. the organization must look into all of the different ways information about customers comes into a business, where and how this data is stored and how it is currently used.
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Objective of CRM.
1) Responses to campaigns, 2) Shipping and fulfillment dates, 3)Sales and purchase data, 4) Account information, 5) Web registration data, 6) Service and support records, 7) Demographic data, 8) Web sales data.
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Purpose of CRM Provide product information, product use information, and technical
assistance on websites that are accessible 24 hours a day, 7 days a week.
Identify how each individual customer defines quality, and then design a service strategy for each customer based on these individual requirements and expectations.
Provide a fast mechanism for correcting service deficiencies (correct the problem before other customers experience the same dissatisfaction).
Use internet cookies to track customer interests and personalize product offerings accordingly.
Provide a fast mechanism for managing and scheduling maintenance, repair, and ongoing support (improve efficiency and effectiveness).
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CRM includes many aspects which relate directly to one another:
Front office operations — Direct interaction with customers,
(e.g. face to face meetings, phone calls, e-mail, online services etc.) Back office operations — Operations that ultimately affect the activities of
the front office. (e.g. billing,maintenance, planning, marketing, advertising, finance, manufacturing, etc.)
Business relationships — Interaction with other companies and partners, such as suppliers/vendors and retail outlets/distributors, industry networks (lobbying groups, trade associations). This external network supports front and back office activities.
Analysis — Key CRM data can be analyzed in order to plan target-marketing campaigns, conceive business strategies, and judge the success of CRM activities (e.g., market share, number and types of customers, revenue, profitability).
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Data Warehouse and Data Mining
• The process of Relational Marketing
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Data Warehouse and Data Mining
• The Relational Marketing process is supported by a computing infrastructure where many software packages are integrated with the bank's information system.
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The marketing campaign process and the software supporting it.
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Data analysis. Response
Response Percentage
1. Are you a customer of
SBI Fort?
Yes
No
98%
2
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2. From How many years are you customer at SBI?
Less than 2 years
Less than 5 years
Less than 10 years
More than 10 years
0
10
20
30
40
50
60
70
80
Percentage
Response
Less than 2year
Less than 5year
Less than10 Year
More Than 10year
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3. Which type of account you maintain with SBI?
Saving
A/c
Curre
nt A
/c
Joint
A/c
Fix Dep
osit
Loan
Acc
ount
Other
0
10
20
30
40
50
60
70
80
90
Response
Percentage
Response
Saving Ac
Current Ac
Joint Ac
Fix Deposit
Loan Account
Other
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4. What do you think about the Customer Service of SBI?
Very good Good Fair Poor Very poor0
10
20
30
40
50
60
70
Percentage
Response
Very Good
Good
Fair
Poor
Very Poor
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5. Are you satisfied with the new account opening service provided By SBI?
Yes No 0
10
20
30
40
50
60
70
Response
Yes ( )
No ( )
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6. What is the Major problem you encounter when you approach for SBI Service?
Crowed Slow Service Technical problem0
10
20
30
40
50
60
70
Percentage
Response
Crowed ( )
Slow Service ( )
Technical problem ( )
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7. How is Behavior of Branch Manager?
Good Very good Friendly0
10
20
30
40
50
60
70
Percentage
Response
Good ( )
Very Good ( )
Friendly ( )
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8. How is SBI employee behavior toward Customer?
friendly Very friendly Not friendly0
10
20
30
40
50
60
Percentage
Response
Friendly ( )
Very friendly ( )
Not Friendly ( )
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9. What is your opinion about Service Quality of SBI When Compare to other Private Bank?
Excellent Good Satisfactory0
5
10
15
20
25
30
35
40
45
50
Percentage
Response
Excellent ( )
Good ( )
Satisfactory ( )
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10- Are you satisfied with the new account opening service provided By SBI?
Yes ( )
No ( )
Yes No 0
10
20
30
40
50
60
70
Response
Response
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11-What is the Major problem you encounter when you approach for SBI Service?
Crowed
Slow Service
Technical problem
Crowed Slow Service Technical problem0
10
20
30
40
50
60
70
Percentage
Response
31
12-How is SBI employee behavior toward Customer?
Friendly ( )
Very friendly ( )
Not Friendly ( )
friendly Very friendly Not friendly0
10
20
30
40
50
60
Percentage
Response
32
13- If you want to open an account Which Bank you will prefer?
Axis Bank
ICICI Bank
Pragati Gramin Bank
SBI
Karnatka Bank
Syndicate Bank
Axis B
ank
ICIC
I Ban
k
Praga
ti Gra
min
Bank
State
ban
k O
f Ind
ia
Karna
tka
Bank
Syndic
ate
Bank
0
5
10
15
20
25
30
35
40
45
50
Percentage
Response
33
14- Do you find prompt clarification when you go for SBI Customer Care Service?
Excellent
Very Good
Good
Excellent Very Good Good 0
10
20
30
40
50
60
70
Percentage
Response
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15-Are you aware of Customer relationship Management in SBI?
Yes
No
Never Known
33%
60%
7%
Response
Yes No Never known
35
16-Are you satisfied with SBI Customer Relationship Management?
Satisfied
Highly Satisfied
Not Satisfied
Satisfied Highly satisfied Not satisfied0
5
10
15
20
25
30
35
40
45
50
Percentage
Response