Hdfc Bank of Rohan (Touch Me)

8/3/2019 Hdfc Bank of Rohan (Touch Me)

1/51

HDFC BANK

INDUSTRY/SECTOR PROFILE

BANKING

Definition of banking

Banking in a traditional sense is the business of accepting deposits money

from public for the purpose of lending and investments. These deposits can have a

distinct feature of being withdrawal by cheques, which no other financial

institution can offer.

Dr. Paget in Law of Banking states, No one and no body, corporate or

otherwise, can be a banker who does not:

i. Conduct Current Accounts

ii. Pays cheques drawn on himself

iii. Collects cheques for his customers

Banking in India is fairly mature in terms of supply, product range

and reach-even through the reach in rural India still remain a challenge for the

private sector and foreign banks. In terms of quality of assets and capital adequacy,Indian banks are considered to have a clean, strong and transparent balance sheet

relative to other banks in comparable economics in its region. The autonomous

body (self-governing) has minimal pressure from the government. The stated1

T.Y.BCOM(BANKING&INSURANCE)


2/51

HDFC BANK

policy of the bank on Indian rupees is to manage volatility but without any fixed

exchange rate and this has mostly been true.

With the growth in Indian economy expected to be strong for quite some time

especially in its service sector the demand for banking services, especially retail

banking, mortgages and investment services are expected to be great.

Without a sound and effective banking system in India it cannot have a healthy

economy. The banking system of India should not only be hassle free but it should

be able to meet new challenges posed by the technology and any other external andinternal factors.

2T.Y.BCOM(BANKING&INSURANCE)


3/51

HDFC BANK

RESERVE BANK OF INDIA

A central bank, reserve bank or monetary authority is the entity responsible

for the monetary policy of a country or a group of member of state. It prime

responsibility is to maintain the stability of national currency and money supply,

but more active duties includes controlling subsidize-loan, interest rates and acting

as a lender or last resort to the banking sector during financial crises. It could also

have supervisory powers, to ensure that banks and other financial institutions do

not behave recklessly or fraudulently.3



4/51

HDFC BANK

The RBI handles the cash reserves of other banks in the country. It acts as a "Bank

of Banks". It makes the transactions or transfers of money and payments

occurring between the banks much easier

FUNCTION OF RBI

The functions are classified into three heads, viz.,

A) Traditional functions

B) Promotional functions and

C) Supervisory functions. Lets see the detailed account in these head

A) Traditional functions

1. Monopoly of currency notes issue

2.Agent and advisor to the Government

3.Custodian of the foreign exchange reserves

4. Maintaining the external value of domestic currency

5.Ensures the internal value of the currency

6.Publishes the Economic statistical data

7.Fight against economic crisis and ensure stability of Indian economy.

8. The banker to the Government of India and the State governments. It manages

the public debt. It undertakes to accept money on behalf of the Government and

make payment on its behalf etc.



5/51

HDFC BANK

B) Promotional functions

1. Provides refinance for export promotion.

2. Expansion of the facilities for the provision of the agricultural credit through

NABARD.

3. Extension of the facilities for the small scale industries.

4. Helping the Co-operative sectors.

5. Prescribe the minimum statutory requirement.

C) Supervisory functions

1. Granting license to Banks.

2.Inspects and makes enquiry or determine position in respect of matters under

various sections of RBI and Banking regulations

3.Periodical review of the work of the commercial banks

4.Giving instruction to commercial banks

5.Control the non-banking finance corporation

6.Ensuring the health of financial system through on-site and off-site



6/51

HDFC BANK

BANKING STRUCTURE IN INDIA

Scheduled Banks in India

(A) Scheduled Commercial Banks

Public sector

Banks

Private sector

Banks

Foreign Banks

in India

Regional Rural

Bank

(27) (29) (31) (133)

Nationalized

Bank

Other Public

Sector Banks

(IDBI)

SBI and its

Associates

Old Private

Banks

New Private

Banks

(B) Scheduled Cooperative Banks

Scheduled Urban Cooperative Scheduled State Cooperative



7/51

HDFC BANK

Banks (55) Banks (31)

Here we more concerned about private sector banks and competition among them.

Today, there are 29 private sector banks in the banking sector: comprising of mixture

of old Private sector banks and some new private sector banks.

These new banks have brought in state-of-the-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 the 1990s under

the guidelines of the Narasimham Committee are referred to as NEW PRIVATE

SECTOR BANKS.



8/51

HDFC BANK

INTRODUCTION HDFC BANK

During the research work done for HDFC Bank in Bilaspur (C.G) area. The

project starts with studying the products and services offered by HDFC Bank. The

objective is to study the value of existing customer for bank by regularly

contacting on phone, taking appointments and meeting them with this the customer

problem and quires are known and to make sure they are satisfied with the bank

services with this ultimately leads to satisfaction.

This study helps in identifying the problem areas and thereby overcoming this

problem will help the company to enhance customers connections with the

company. This research was undertaken for a period of 2 months during which a

majority of customers are taken as a part of project by interviewing them.

The next part of the project is identifying the most profitable and least

profitable customers which depend on how a customer generates profit in terms of

all the expenses incurred on the part of the bank and all the revenues is earned

from the product. Basically dealing with the non profitable customer andconverting them into profitable band at this customer relationship is very



9/51

HDFC BANK

important. Their staffs are busy working to acquiring new customer and paying a

less attention on old customers.

The customer access screens ( FINWARE) used by Relationship manager which

include the complete information about account holder and details of customer

which is helpful for him to contact on phone and profitability code is mentioned (

BANDING), so employees can know whether they are dealing with a 5, 4, 3, 2, or 1

band of customers. And while cross selling the products to customer profitability

band is very important.

BANDING

HDFC Bank classify their customers under five different types of band of

customer which is helpful for Relationship Manager in identifying to which type of

customer he is dealing this process is called is banding it is a continuous process.

This is helpful for Relationship Manager or Personal Banker in

differentiating customer as which one is most profitable and least profitable

customers. This also shows customer loyalty with bank in terms of his transactions

and available balance. If a customer is loyal toward bank then only bank can

generate revenue thus Banding is done on the basis of revenues generated from the

customers. The first two bands deal with non profitable customers. And the next

three bands deal with the Profitable ones.

The profits from the customers are considered on a yearly basis.



10/51

HDFC BANK

Bands Profit

1. Profit1k

4. 2.5k >Profit5k

Thus from the above diagram it is clear that Band 1 customers are those who

generate negative profits for the bank. Band 2 customers are those who generate

zero profit for the bank*. Customers generating profit more than one thousand

rupees and less than two thousand five hundred rupees annually are kept under

Band 3. The customers who fall under the profit class of more than two thousand

five hundred rupees and less than five thousand rupees annually are under Band 4.

And the highest band is of those customers who generate profits more than five

thousand rupees annually.

HDFC BANK TRIES TO MAINTAIN RELATIONSHIP WITH

CUSTOMER IN FOLLOWING WAYS:

HDFC BANK GIVIES INFORMATION:

You can get information on interest rates, common fees and charges through

any one of the following: Looking at the notices in our branches; phoning our10



11/51

HDFC BANK

branches or help-lines; Looking on our website; Asking our help desk; Referring to

the service guide.

HDFC BANK HELPS YOU TO UNDERSTAND HOW THERE FINANCIAL

PRODUCTS AND SERVICES WORK BY:

HDFC Bank provides you information about them in any one or

more of the following languages: Hindi, English or the

appropriate local language. Ensuring that there advertising and

promotional literature is clear and not misleading .Ensuring that

you are given clear information about their products and

services, the terms and conditions and the interest rates/service

charges, which apply to them. HDFC Bank provides you

information on what are the benefits to you, How you can avail ofthe benefits, and whom you can contact for addressing you

queries. Advise you what information/documentation we need

from you

HDFC BANK HELP YOU USE YOUR ACCOUNT OR SERVICE BY:

Provides you a Relationship manager or personal banker which helps you in

assisting your transactions.



12/51

HDFC BANK

Providing you regular appropriate updates.

BEFORE YOU BECOME A CUSTOMER HDFC BANK WILL:

Give you clear information explaining the key features of the services and

products you tell us you are interested in;

Give you information on any type of products and services which we offer

and that may suit your needs;

Tell you if we offer products and services in more than one and tell you how

to use them;

Tell you what information we need from you to prove your identity and

address

DEAL QUICKLY AND EFFECTIVELY WITH YOUR QUERIES AND

COMPLAINTS BY:

Offering channels for you to route your queries.

Listening to you patiently.

Accepting our mistakes, if any.

Correcting mistakes/ implementing changes to address your queries.

Communicating our response to you promptly. Telling you how to take your complaint forward if you are not satisfied with

the response.



13/51

HDFC BANK

HDFC BANK EFFORT TO ENSURE SATISFACTION OF CUSTOMERS:

Promote good and fair banking practices by setting minimum standards in

dealing with you

Increase transparency so that you can have a better understanding of what

you can reasonably expect of the services;

Encourage market forces, through competition, to achieve higher operating

standards;

Assisting a personal banker to customers who can look after his accounts

and give timely updates.

About HDFC Bank

Bank is one amongst the firsts of the new generation, tech-savvy commercial

banks of India, was set up in January 1995, after the Reserve Bank of India

allowed setting up of Banks in the private sector. The Bank was promoted by the

Housing Development Finance Corporation Limited, a premier housing finance

company (set up in 1977) of India.

http://en.wikipedia.org/wiki/Commercial_bankshttp://en.wikipedia.org/wiki/Commercial_bankshttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/1995http://en.wikipedia.org/wiki/Reserve_Bank_of_Indiahttp://en.wikipedia.org/wiki/HDFChttp://en.wikipedia.org/wiki/1977http://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/1995http://en.wikipedia.org/wiki/Reserve_Bank_of_Indiahttp://en.wikipedia.org/wiki/HDFChttp://en.wikipedia.org/wiki/1977http://en.wikipedia.org/wiki/Commercial_bankshttp://en.wikipedia.org/wiki/Commercial_banks


14/51

HDFC BANK

The banks competitive strength clearly lies in the use of technology and the

ability to deliver world-class service with rapid response time. Over the last 15

years, the bank has successfully gained market share in its target customer

franchises while maintaining healthy profitability and asset quality.

HDFC Bankwas the first bank in India to launch an International Debit Card

in association with VISA (VISA Electron) and issues the MasterCard Maestro

debit card as well. The Bank launched its credit card business in late 2001. By

September 30, 2005, the bank had a total card base (debit and credit cards) of 5.2

million cards. The Bank is also one of the leading players in the merchant

acquiring business with over 50,000 Point-of-sale (POS) terminals for debit / credit

cards acceptance at merchant establishments.

HDFC Bank Limited (the Bank) operates in three segments: retail banking,

wholesale banking and treasury services.

RETAIL BANKING SERVICES:

The objective of the Retail Bank is to provide its target market customersFull range of financial products and banking services, giving the customer a one-

stop window for all his/her banks requirements. The products are backed by world-



15/51

HDFC BANK

class service and delivered to the customers through the growing branch network,

as well as through alternative delivery channels like ATMs, Phone Banking, Net

Banking and Mobile Banking.

The Bank also has a wide array of retail loan products including Auto Loans,

Loans against marketable securities, Personal Loans and Loans for Two-wheelers.

It is also a leading provider of Depository Participant (DP) services for customers,

providing customers the facility to hold their investments in electronic form.

WHOLESALE BANKING SERVICES:

The Bank s target market ranges from large manufacturing companies in

the Indian corporate to small & mid-sized corporate and agri-based businesses. For

these customers, the Bank provides a wide range of commercial and transactional

banking services, including working capital finance, trade services, transactional

services, cash management, etc.

The bank is also a leading provider of structured solutions, which combine

cash management services with vendor and distributor finance for facilitating

superior supply chain management for its corporate customers. Based on its

superior product delivery / service levels and strong customer orientation, the Bank

has made significant inroads into the banking consortia of a number of leading

Indian corporate including multinationals, companies from the domestic business

houses and prime public sector companies. It is recognized as a leading provider of

cash management and transactional banking solutions to corporate customers,

mutual funds, stock exchange members and banks.

TREASURY:



16/51

HDFC BANK

Within this business, the bank has three main product areas Foreign

Exchange and Derivatives, Local Currency Money Market & Debt Securities, and

Equities. With the liberalisation of the financial markets in India, corporates need

more sophisticated risk management information, advice and product structures.

These and fine pricing on various treasury products are provided through the bank

s Treasury team. To comply with statutory reserve requirements, the bank is

required to hold 25% of its deposits in government securities. The Treasury

business is responsible for managing the returns and market risk on this investment

portfolio.The Bank offers derivative products to its customers, who use them to

hedge their market risks, within the framework of regulations as may apply from

time to time. The Bank also deals in derivatives on its own account and also for the

purpose of its own balance sheet risk management. The operations of HDFC

Securities Ltd. have been classified under the retail banking segment.

BRANCH NETWORK:

Currently as on March 31, 2010, the Banks distribution network was at 1,725

branches and 4,232 ATMs in 779 cities as against 1,412 branches and 3,295 ATMs

in 528 cities as of March 31, 2009. The Banks total customer base touched 19

million as of March 31, 2010. The bank offers many innovative products &

services to individuals, corporate, trusts, governments, partnerships, financial

institutions, mutual funds, insurance companies.It is a path breaker in the Indian banking sector.



17/51

HDFC BANK

MISSION AND BUSINESS STRATEGY:

Our mission is to be "a World Class Indian Bank", benchmarking ourselves

against international standards and best practices in terms of product offerings,

technology, service levels, risk management and audit & compliance. 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, and to achieve a healthy growth in profitability, consistent with the

Bank's risk appetite. We are committed to do this while ensuring the highest levels

of ethical standards, professional integrity, corporate governance and regulatory

compliance.

HDFC Bank is a young and dynamic bank, with a youthful and enthusiastic

team determined to accomplish the vision of becoming a world-class Indian bank.



18/51

HDFC BANK

Our business strategy emphasizes the following:

Increase our market share in Indias 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., Leverage our

technology platform and open saleable systems to deliver more products to more

customers and to control operating costs., Maintain our current high standards for

asset quality through disciplined credit risk management. Develop innovative

products and services that attract our targeted customers and address inefficiencies

in the Indian financial sector. Continue to develop products and services that

reduce our cost of funds. Focus on high earnings growth with low volatility. HDFC

Bank business philosophy is based on four core values - Customer Focus,

Operational Excellence, Product Leadership and People. We believe that the

ultimate identity and success of our bank will reside in the exceptional quality of

our people and their extraordinary efforts. For this reason, we are committed to

hiring, developing, motivating and retaining the best people in the industry.



19/51

HDFC BANK

BALANCE SHEET: As of March 31, 2010

The Banks total balance sheet size increased by 21.4% from Rs.183, 271

crores as of March 31, 2009 to Rs. 222,459 crores as of March 31, 2010.

Total gross advances as of March 31, 2010 were Rs. 127,262 crores, an

increase of 27.0% over March 31, 2009.

Total deposits were at Rs. 167,404crores, an increase of 17.2% over March

31, 2009. Savings account deposits grew 42.9% over the previous year to

reach Rs. 49,877 crores, while current account deposits at Rs. 37,227 crores,

registered a growth of 30.9% over the same period.

As a result, the core CASA ratio was at 50% of total deposits as at March

31, 2010 as compared to 45% as of March 31, 2009

PROFIT & LOSS ACCOUNT: Year ended March 31, 2010

For the year ended March 31, 2010, the Bank earned total income of Rs.

19,980.5 crores.



20/51

HDFC BANK

Net revenues (net interest income plus other income) for the year ended

March 31, 2010 were Rs.12, 194.2 crores, up by 13.8% over Rs. 10,711.8

crores for the year ended March 31, 2009.

The Banks net profit for year ended March 31, 2010 was Rs. 2,948.7 crores,

up 31.3%, over the year ended March 31, 2009.

Consolidated net profit for the Bank increased by 33.6% to Rs. 3,003.7

crores for the year ended March 31, 2010.



21/51

HDFC BANK

Awards and Achievements - Banking Services

HDFC Bank began operations in 1995 with a simple mission: to be a"World-class Indian Bank". We realized that only a single-minded focus on

product quality and service excellence would help us get there. Today, we are

proud to say that we are well on our way towards that goal.

It is extremely gratifying that our efforts towards providing customer

convenience have been appreciated both nationally and internationally. Some

appreciations received by HDFC Bank:

In 2010

Euromoney Private Banking and Wealth Management Poll 2010-1) Best

Local Bank in India (second year in a row). 2) Best Private Banking

Services overall (moved up from No. 2 last year)

ACI Excellence Award 2010-Highly commended-Asia Pacific HDFC Bank

Avaya global connect 2010-Customer Responsiveness Award - Banking &

Financial Services category

http://www.hdfcbank.com/common/pdf/Avaya_Global_Connect_Customer_Responsiveness_Award_2010.pdfhttp://www.hdfcbank.com/common/pdf/Avaya_Global_Connect_Customer_Responsiveness_Award_2010.pdfhttp://www.hdfcbank.com/common/pdf/Avaya_Global_Connect_Customer_Responsiveness_Award_2010.pdfhttp://www.hdfcbank.com/common/pdf/Avaya_Global_Connect_Customer_Responsiveness_Award_2010.pdf


22/51

HDFC BANK

Financial Express - Ernst Young Survey 2009-10-Best New Private Sector

Bank

The Asset Triple A Awards- Best Cash Management Bank in India.

Global Finance Award- Best Trade Finance Provider in India for 2010

Business Today Best Employer Survey-Listed in top 10 Best Employers in

the country

HDFC Bank has received many awards and accolades between 2007 and 2009.

The list goes like this:

Dun & Bradstreet American Express Corporate Best Bank Award

2007

Nasscom IT User Award 2008

Asian Banker Best Retail Bank in India Award 2009

Fe Best Bank Awards 2009

UTI MF-CNBC TV18 Financial Advisor Awards 2009

Euro money Awards 2009

Asia Money 2009 Awards

IBA Banking Technology Awards 2009

IDRBT Banking Technology Excellence Award 2008



23/51

HDFC BANK

HDFC Bank is aware that all these awards are mere milestones in the

continuing, never-ending journey of providing excellent service to our customers.

We are confident, however, that with your feedback and support, we will be able to

maintain and improve our services.

PRODUCT PROFILE:-

HDFC Bank offers a bunch of products and services to meet the every need

of the people. The company cares for both, individuals as well as corporate and

small and medium enterprises. For individuals, the company has a range accounts,

investment, and pension scheme, different types of loans and cards that assist the

customers. The customers can choose the suitable one from a range of products

which will suit their life-stage and needs. For organizations the company has a host

of customized solutions that range from funded services, Non-funded services,

Value addition services, Mutual fund etc. These affordable plans apart from

providing long term value to the employees help in enhancing goodwill of the

company.



24/51

HDFC BANK

HDFC Bank brings banking at your doorstep. Select any of our deposit

products and provide your details online and our representative will contact you for

Account Opening.

The products of the company are categorized into various sections which are as

follows:

Accounts and deposits.

Cards.

Loans.

Investments and Insurance.

Forex and payment services.

Customer center.

PRODUCTS AND SERVICES AT A GLANCE



25/51

HDFC BANK


ACCOUNTS &

DEPOSITS

LOANS INVESTMENTS &

INSURANCE

- Regular Savings Account

- Savings Plus Account

- Savings Max Account

- Senior Citizens Account

- No Frills Account

- Salary Account

- Kid's Advantage

Account

- Pension Saving Bank

Account

- Family Savings Account

- Plus Current Account

- Trade Current Account

- Premium Current

Account

- Regular Current Account

- Apex Current Account

- Max Current Account

- Merchant Current

Account

- Regular Fixed Deposit

-Recurring Deposits.

- Personal Loans

- Home Loans

- Two Wheeler Loans

- New Car Loans

- Used Car Loans

- Overdraft against Car

- Express Loans

- Loan against Securities

- Loan against Property

-Loan against Rental

Receivables

-Health care finance

-Tractor Loans

- Commercial Vehicle

Finance

- Working Capital Finance

- Construction Equipment

Finance

- Mutual Funds

- Tax Planning

- Insurance

- Bonds

- Financial Planning

- Knowledge Centre

- Equities & Derivatives

- Mudra Gold Bar

- Mudra silver Bar

CARDS

- Credit cards

- Debit cards

- Prepaid cards


26/51

HDFC BANK

SAVINGS ACCOUNTS

During our project course of time some savings and current account where

studied and sell of accounts where done in detail. Therefore HDFC Bank offers

you a power packed Savings Account with a host of convenient features and

banking channels to transact through. So now you can bank at your convenience,

without the stress of waiting in queues like.

Regular saving account

Max saving account

Classic saving account

Preferred saving account

REGULAR SAVING ACCOUNT

An easy-to-operate savings account that allows you to issue cheques, draw

Demand Drafts and withdraw cash. Check up on your balances from the comfort of

your home or office through Net Banking, Phone Banking and Mobile Banking.

A minimum deposit of Rs. 10,000/- is required to open an account and thereafter

an Average Quarterly Amount of the same amount has to be maintained. If the



27/51

HDFC BANK

balance falls below Rs. 10,000/- a service charge of Rs. 750/- will be levied per

quarter. Withdraw cash from any of the ATM* centers spread Across the country.

Some key Features and Benefits are as under:

Bank conveniently with facilities like Net Banking and Mobile Banking-

check your account balance, pay utility bills or stop cheque payment,

through SMS

Avail of facilities like Safe Deposit Locker, Sweep-In and Super Saver

facility on your account Shop using your International Debit Card that

reflects the actual balance in your savings account.

Free Insta Alerts for all account holders for lifetime of the account

Free Payable-at-Par cheque book, without any usage charges upto a limit of

Rs.50,000/- per month

Free NetBAnking, PhoneBanking, Email Statement, Quarterly Account

statement etc

MAX SAVING ACCOUNT

http://tmp/svffo.tmp/javascript:openWindow('/applications/locator/locker.asp','','width=680,height=410,scrollbars=yes%20,menubar=no,location=no,left=0,top=0')http://www.hdfcbank.com/personal/accounts/fixed_deposits/sweep_in_account/sweepin.htmhttp://www.hdfcbank.com/personal/accounts/fixed_deposits/super_saver_account/super_saver.htmhttp://www.hdfcbank.com/personal/cards/Debit_Cards/EasyShop_International_Debit_Card/dc_int.htmhttp://tmp/svffo.tmp/javascript:openWindow('/applications/locator/locker.asp','','width=680,height=410,scrollbars=yes%20,menubar=no,location=no,left=0,top=0')http://www.hdfcbank.com/personal/accounts/fixed_deposits/sweep_in_account/sweepin.htmhttp://www.hdfcbank.com/personal/accounts/fixed_deposits/super_saver_account/super_saver.htmhttp://www.hdfcbank.com/personal/cards/Debit_Cards/EasyShop_International_Debit_Card/dc_int.htm


28/51

HDFC BANK

Presenting Savings Max account, loaded with maximum benefits to make your

banking experience a pleasure. By maintaining an average quarterly balance of just

Rs. 25,000/- you get a host of premium services from HDFC Bank absolutely

free*.


Free unlimited transactions: Cash withdrawal and balance enquiry, at all

HDFC Bank ATMs & at all non HDFC Bank domestic ATMs using your

HDFC Bank Debit Card

Free Payable-at-Par (PAP) cheque book, without any usage charges up to a

limit of Rs. 2 lac per month. And Free Demand Drafts on HDFC Bank

locations, up to a limit of Rs. 1 lac per day

Free Gold Debit Card, Free Monthly Statement of Account, Free

NetBanking, PhoneBanking & MobileBanking and InstaAlerts for all

account holders for lifetime

Account opening charges Rs.399/- only for Demat a/c against Regular

pricing at Rs. 799/-

Free National Electronic Fund Transfer facilities and Free monthly

statements.

http://www.hdfcbank.com/personal/Cards/Debit_Cards/EasyShop_Gold_Debit_Card/dc_gold.htmhttp://www.hdfcbank.com/personal/access/netbanking/netbanking.htmhttp://www.hdfcbank.com/personal/access/phonebanking/phonebanking.htmhttp://www.hdfcbank.com/applications/misc/mobilebanking.asphttp://www.hdfcbank.com/personal/access/instaalerts/insta.htmhttp://www.hdfcbank.com/personal/Cards/Debit_Cards/EasyShop_Gold_Debit_Card/dc_gold.htmhttp://www.hdfcbank.com/personal/access/netbanking/netbanking.htmhttp://www.hdfcbank.com/personal/access/phonebanking/phonebanking.htmhttp://www.hdfcbank.com/applications/misc/mobilebanking.asphttp://www.hdfcbank.com/personal/access/instaalerts/insta.htm


29/51

HDFC BANK

CLASSIC SAVING ACCOUNT

If you want to experience banking beyond the ordinary, our HDFC Bank

Classic Program is just for you. Becoming an HDFC Bank Classic customer

entitles you to a host of benefits, including a bouquet of preferentially priced

products and specialized Investment solutions. To ensure that you make a most of

these offering, you are assigned a PERSONALBANKERwho will be the one point

contact for all your banking needs.


As a Classic customer, you can avail a Classic Easy Shop Gold Debit cardfor Free without any annual charge and a limit of Rs. 50,000/- per day on

ATM withdrawals



30/51

HDFC BANK

You would be offered a life time free HDFC Bank Platinum Credit Card

No charges for non maintainence of Average quarterly balance

Locker facilities at a 50% discount on annual locker rental rates.

Classic customers are entitled to enjoy reduced pricing on select loan

products.

Free Mobile Banking, Net Banking and Phone banking, none of which you

have to pay for!

As a Classic customer, you will receive a statement every month. If you

transact on non-HDFC Bank ATMs, the charges for balance enquiry and

cash withdrawal will be waived. You can avail of this benefit on transactions

on any non-HDFC Bank ATM across the country.

If you transact on non-HDFC Bank ATMs, the charges for balance enquiry

and cash withdrawal will be waived.

Eligibility criteria is the A minimum Average quarterly balance of Rs. 1lakh in

saving bank accounts

CURRENT ACCOUNTS

A current account is a form of deposit wherefrom withdrawals are allowed

any number of times depending upon the balance in the account or up to a

particular agreed amount and shall also be deemed to include other deposit



31/51

HDFC BANK

accounts that are neither savings deposit nor term deposits. HDFC bank offers you

various types of current account according to your business requirements like.

HDFC Regular Current Account, Premium Current Account, Trade Current

Account, Plus Current Account, Max Current Account, Apex Current Account etc

and may more

REGULAR CURRENT ACCOUNT

A Current account is ideal for carrying out day-to-day business transactions.

With the HDFC Bank Regular Current Account, you can access your account

anytime, anywhere, pay using payable at par cheques or deposit cheque at any

HDFC bank branch. .

Regular Current Account requires you to maintain an average quarterly

balance of only Rs. 10,000.



32/51

HDFC BANK


Inter-city Account to accounts funds transfer between HDFC Bank

accounts at a nominal charge of Rs.15/- per transactions

Free Demand Draft and Pay Order above 1lakh and flat charger below a

limit with nominal charges

Payable at par cheque book at nominal price

Register forInstaAlert

service and receive updates on your account as and

when the select transaction happens

HDFC Bank offers you Doorstep Banking* the services like Cash & Cheque

Pickup and Cash Delivery, through a reputed agency.

Free payments and collections through NEFT and RTGS collection. RTGS

payment @ Rs.25/- per transaction

Enjoy facilities like 24-hourPhoneBanking,NetBanking and

MobileBanking that helps you check your balance & transaction details, find

out the status of your cheque or stop cheque payment.

PREMIUM CURRENT ACCOUNT

You can avail benefits of inter-city banking account with Premium Current

Account, that requires an average quarterly balance of only Rs. 25,000, offersPayable-At-Par cheque book facility & FREE inter-city clearing transactions

across our network up to Rs.25 Lacs per month.

http://www.hdfcbank.com/personal/access/phonebanking/phonebanking.htmhttp://www.hdfcbank.com/personal/access/netbanking/netbanking.htmhttp://www.hdfcbank.com/applications/misc/mobilebanking.asphttp://www.hdfcbank.com/personal/access/phonebanking/phonebanking.htmhttp://www.hdfcbank.com/personal/access/netbanking/netbanking.htmhttp://www.hdfcbank.com/applications/misc/mobilebanking.asp


33/51

HDFC BANK


Inter-city Account to accounts funds transfer between HDFC Bank accounts

at a nominal charge of Rs.15/- per transactions.

Free Demand Draft and Pay Order above 1lakh and flat charger below a

limit with nominal charges

100 cheque leaves free per month

Register forInstaAlert

service and receive updates on your account as and

when the select transaction happens

Free cash deposits up to Rs.3lakh, deposit of above Rs.3lakh you will be

charged @Rs2 per Rs.1000

Free anywhere collection & payment within HDFC Bank branch network

up to Rs.25 lacs per month

Free NEFT Transactions and Free RTGS collection

HDFC Bank offers you Doorstep Banking*

Enjoy facilities like 24-hourPhone Banking,NetBanking and

MobileBanking to access your account.

TRADE CURRENT ACCOUNT

Today's changing business requirements, you need to transfer funds across

cities, and time is of the essence. HDFC Bank Trade Current Account gives you

the power of inter-city banking with a single account33



34/51

HDFC BANK

Trade Current Account requires you to maintain an average quarterly balance of

Rs. 40,000.


Free Account to account funds transfer between HDFC Bank accounts.

Free RTGS/NEFT Transactions

Free up to30

Demand Drafts (DD and pay orderper month and can be

issued from any HDFC Bank Branch.

Free anywhere collection & payment within HDFC Bank branch network up

to Rs.50 lacs per month.

200 "At Par" cheque leaves perfree month .

Register forInstaAlert service and receive updates on your account as and

when the select transaction happens.

Free cash deposits up to Rs.5lakh, deposit of above Rs.5lakh you will be


HDFC Bank offers you Doorstep Banking*,



out the status of your cheque or stop cheque payment.



35/51

HDFC BANK

PLUS CURRENT ACCOUNT

In today's fast-paced world, your business regularly requires you to receive

and send funds to various cities in the country. HDFC Bank Plus Current Account

gives you the power of inter-city banking with a single account].

From special cheques that get treated at par with local ones in any city

where we have a branch, to Free collection of outstation cheques (payable at

branch locations), to free inter-city funds transfers of up to 100 lakhs, bank s

priority services have become the benchmark for banking efficiency.

Plus Current Account requires you to maintain an average quarterly balance of Rs.

100,000


Faster collection of outstation cheques and Free Account to Account funds

transfer between HDFC Bank accounts

Free anywhere collection & payment transactions (clearing) within HDFC

Bank branch network , up to Rs.100 lacs per month.

Free RTGS/NEFT Transactions

Free up to 50 Demand Drafts (DD and pay orderper month and can be

issued from any HDFC Bank Branch.



36/51

HDFC BANK

300 "At Par" cheque leaves perfree month .

Free cash deposits up to Rs.10lakh, deposit of above Rs.10 lakh you will be




out the status of your cheque or stop cheque payment



37/51

HDFC BANK

Scope And Objectives of the Project

Scope of study:

The scope of the project was quite wide because in this project an attempt was

made to Analysis of Customer Relationship Management in HDFC Bank.

Therefore customer relationships management is at the heart of every business

success. With CRM, you will easily understand customer requirements, meet those

needs effectively, and predict market trends and conditions

A CRM program will allow a business to make new customers, service the

customers, increase the value of the customer to the company, retain good

customers, and determine which customers can be retained or given a higher level

of service and turning them into loyal customers and ultimately increasing the

profit for banks.

The customers satisfaction is also know why they preferred HDFC Bank and

factor influencing there satisfaction level. As Customer is very important for the

company there contribute profitability for company but it is not necessary that

every customer generate revenue for company; hence the scope of the project is to

identify the non profitable customer i.e. band 1 and band 2 customer to push them

into profitable customer. The suggestions was undertaken i.e. cross selling and

products were cross sold to them during the course of the project, thus generating

revenues for the bank..

Therefore customer satisfaction is very necessary as when the customerdelighted he switch to more product and services. Thus we can see that the scope

of this research was very wide and comprehensive.



38/51

HDFC BANK

Statement of problem.

What is effectiveness of CRM in development of customer satisfaction

The objective of the study is to identify how a customer is profitable to HDFC

Bank and to enhance the profitability of Band 1 and 2 customers.

Objectives of study

1. Study of products and services offered to retail customers.

2. Ascertaining the behavior and perception of the existing customers towards

products/ services in banking.

3. Study the value of existing customers and reduced cost associated with servicing

them and ways to increasing the overall efficiency of bank performance.

4. Identifying the most profitable and least profitable customer (Banding)

5. To identify and study the various ways of ensuring customer satisfaction

adopted by HDFC bank.

6. Receiving the customer feedback that leads to new and improved product and

services.



39/51

HDFC BANK

Data Analysis and Interpretation of Questionnaires

1.The following chart shows that respondents having what type of account in

HDFC bank

INTERPRETATION

Above graphical representation shows that 37% of them are having saving account.

Least of them are having current account.

2.The following chart shows that the numbers of customers having account for

many long time.



40/51

HDFC BANK

INTERPRETATION

Above graphical representation shows that 46% of them are possessing account in

HDFC Bank since last 1-2 years.

3. The following chart shows that respondents having what total numbers ofaccount in HDFC bank

INTERPRETATION

Above graphical representation shows that 42% customers are having single

accounts.



41/51

HDFC BANK

4. The following chart shows that customer holding total numbers of Products with

them of HDFC bank.

INTERPRETATION

Above graphical representation shows that 42% of customer holding more than

two products

5 .This charts shows the percent of customer making investments in HDFC Bank

and where they have invested their money.



42/51

HDFC BANK

INTERPRETATION

In this chart, it is shown that 36% dont make any type of investments and 64% of

customers make investments in HDFC Bank and out of 64% of customers 40 % do

fixed deposits, 37% makes life insurance and 23% invest in mutual funds.

6.Chart shows the percent of customer using credit card of HDFC Bank.

INTERPRETATION

Above graphical representation shows that 37% of customers having

Credit cards of HDFC Bank and 63% have not taken any type of Credit card.

7. This chart shows the percent of customer taken loan from HDFC Bank.



43/51

HDFC BANK

INTERPRETATIO

Above graphical representation shows that 39% of customers have taken

loan form HDFC Bank and 61% have not taken any type of loan.

8. This Question shows that the numbers customers currently using services of

HDFC Bank and option where given of multiple choice.

INTERPRETATION

Above graphical representation shows that majority of customers using

debit card i.e.81, while the numbers of credit card customers are 37, 48 and 69 of

customers avails the benefit of net banking and Insta alert provided to them and



44/51

HDFC BANK

19 of them are using National Electronic Fund Transfer (NEFT) mainly this type

of services current account users are using and 24 number of customer using

phone/mobile banking.

9. This question shows percentage of customers why do preferred HDFC Bank for

opening of an account with them and the option where given of multiple choice.

INTERPRETATION

Above graphical representation shows that most of them go for brand name

i.e. 32%, 11 % opened an account with the reference of existing holder, after that

24% of customers are attracted toward facilities and benefits, 19 % for less

processing time because when their funds come to banks transaction is quickly,

only 9 % preferred because bank is near their home or offices.

10. This question shows percentage of customers rating the relationship effort

adopted by HDFC Bank.

INTERPRETATION



45/51

HDFC BANK

In this chart, it is shown that relationship effort adopted by Bank and

customer are asked to rate on Query handling, Information about new services,

Promptness and Priority in services. It is seen that in query of handling by officials

as 18% of customer marked as excellent, good 28% average 36% , on ,

Information about new services



46/51

HDFC BANK

11.This question shows the percent of customer satisfaction in using product and

services

INTERPRETATION

In this chart, it is shown that majority of customers are satisfied with

product and services i.e. 37% % customers, 24% of customers are fully satisfied

having no issues in operation of products and while 28% are somewhat satisfied

the banks and remaining 11% of customer are not satisfied at all the reasons behind

this is that the sale executives have given them wrong information about product

and services offered.

FINDINGS:

All the private and public sector banks are recognizing importance of the

relationship management in their growth and customer retention.

The officials try to make best relation with the customers.

Staff member gives regular updates to their customers and information of

the product and their services.

The registers and files are systematically maintained on a daily basis and in

an organized manner.



47/51

HDFC BANK

Officials employed find themselves in much burden as there are very less

number of sales executives.

Most of the respondents are having more than two accounts and holds more

than two products with HDFC Bank.

Bank has shown better utilization of cash balance of customer by cross

selling other products.

According to respondents feedback it is observed that bank is in need to

increase their branches in Bilaspur region as well as pay concern to increase

their ATM network.

With the help of research it has been found that most of them prefer brand

name and service facilities and some of them are influenced by existing

customer

Greater retention of customers is being needed as they are offering various

products and services. This enables a great understanding of what customers

may expect from the bank and what to offer to them. This leads to defining

where each customer is in his relationship with the bank so that cross-selling

can be done

CONCLUSION:

HDFC Bank has a strong brand name in the Bilaspur city market. The people

of Bilaspur city are good in investment part and most of them go for Fixed

Deposits and Life Insurance rather investing in Mutual fund products.Thus there is a need to convert the people in mutual fund and credit

cards for increasing profitability of bank.



48/51

HDFC BANK

HDFC Bank has always sought profitable customers and generated profit

from them and taken steps by converting the non profitable customer to

profitable customers.

Customers can be pulled into profitability band when the customer is satisfied

with the product and services which he is using.

Customer satisfaction plays an important role as customers are satisfied they

will look for some other product.

At this state Relationship Manager is very important who can suggest the

customer which product to use with reference to his need.

They must maintain mutual relationship between the relationship manager

and customer.

CRM lead to better understanding of all aspects of customer behaviour

regarding issues and benefits offered by a company and helps differentiate

itself from others.

The project was full of learning and experiments and provides me with a great

knowledge about banking sector. I have interacted with a lot of people personally

during these two months. A study of Company profile and Product profile was

done before starting my project which helps me a lot while interacting with thepeople. If the interviewer is not having adequate knowledge of the company and

product profile then he will not be able to get the desired information from the



49/51

HDFC BANK

respondent. During the course of time, I tried to get all the objective of the project

to be fulfilled.

SUGGESTIONSAND RECOMMENDATIONS



50/51

HDFC BANK

Continuous interaction with the customers is necessary in order to continue

with relationship Building activities for long term prospective.

The bank should come up with more branches in other locations in Bilaspur

city.

The bank should open more ATM networks.

To increase the number of customers HDFC Bank should also offer some

products for small business. (For example- Zero balance savings and current

account.)

It is seen that most of the customers are not aware of products and services

offered by HDFC Bank. Thus HDFC Bank should pay some attention on

Advertisement.

HDFC Bank has very less sales force than other banks, this is a reason that

customers have lack of attention towards HDFC Bank. This part can be

improved by increasing the sales force.

Account opening process in HDFC Bank is comparatively complicated and

Time-consuming in case of current accounts HDFC Bank should consider

time factor as it is very important.



51/51

HDFC BANK

REFERENCES

HDFC Bank Ltd.s prospectus, publications etc.

Marketing Management by Philip Kotler, Thirteenth Edition

Research Methodology - Methods and Techniques by C.R.Kothari.

BIBLIOGRAPHY

htpp://www.google.com

http:// www.hdfcbank.com

http:// www.hdfc.com

http://www.rbi.com
http://www.hdfcbank.com/http://www.hdfc.com/http://www.hdfcbank.com/http://www.hdfc.com/

Documents

Hdfc Bank of Rohan (Touch Me)