CRM Process Management In HDFC

CRM Process Management In
Housing Development Finance Corporation Bank (HDFC)

1. CRM Process Management In Housing Development Finance Corporation Bank (HDFC)

2. CONTENTS What is CRM? Benefits of CRM Importance of CRM in banking sector Introduction :HDFC Bank Services of HDFC Bank Privacy policy Use of CRM by HDFC Bank Awards conclusion

3. Q. What is CRM……?? It is a methodology. It is a reliable process. It helps in assimilating information. It helps in retaining the customers. It helps in profitability by holding on customer loyalty.

4. Benefits of CRM Profitability – driven account planning Relationship - driven sales Customer - centric service Banker – productivity

5. Why is customer important for bank….??

6. IMPORTANCE OF CRM IN BANKING SECTOR

7. 360’ VIEW OF COMPANY CAMPAIGN MANAGEMENT IMP OF CRM IN BANKING SECTOR..contd ACTIVITY MANAGEMENT ENHANCE PRODUCTIVITY

8. HDFC Bank was incorporated in August 1994. HDFC Bank has 1,986 branches and over 5,471 ATMs. One of the Big Four banks of India. INTRODUCTION: HDFC BANK

9. HDFC Bank was incorporated in 1994 by HDFC Ltd . Hasmukhbhai Parekh, Founder and Chairman, of HDFC Group. HDFC Bank began operations in 1995 with a simple mission: to be a World Class Indian Bank . HISTORY

10. BUSINESS SEGMENTS OF HDFC BANK

11. Wholesale Banking Services Retail Banking Services Treasury OTHER SERVICES OF HDFC

12. When you open a Fixed deposit with HDFC Bank- Your interest is calculated on a quarterly basis for deposits of 6 months and above. For those deposits with a tenure of below 6 months, your interest is calculated at maturity as Simple Interest. The period of Fixed Deposit is calculated in number of days. Interest for re-investment is calculated every quarter, and the Principal is increased to include interest earned during the previous quarter. Tax at source is deducted as per the Income Tax regulations prevalent from time to time . INTEREST RATES

13. Loyalty Rewardz believes in protecting your privacy. He says that,”We want to provide you with the means to control your privacy and give you a way to voice questions or concerns you may have. Information and data is collected from you to make it easier and more rewarding. We recognize that the value of our brands rest in our relationship with you and we strongly support the rights of our members to maintain privacy of personal data. PRIVACY POLICY

14. Notice Relevance Retention Choice Access Accuracy Security Sharing International Transfer Enforcement The r e are our ten privacy principles :

15. HDFC Bank uses CRM to achieve its “ One Bank ” vision, for boosting profit and customer satisfaction. USE OF CRM BY HDFC BANK Rajesh Wagh Vice President (IT), HDFC Bank Limited “We believe in CRM next. With over 25000+ users & 2500+ branches and multiple integration points, it was hard for any system to match our expectations. But with CRM next we have enjoyed 99.9% uptime availability and seamless scalability.  It just seems perfect .”

16. HOW CRM WORK IN HDFC BANK? HDFC Banks success and rapid growth, it needed an effective way to increase customer profitability through deeper, stronger customer relationships.

17. Data integration Cross selling Customization Huge competition CHALLENGES

18. BACKGROUND,CHALLENGES AND SOLUTION

19. Customer base as on December 2012 has witnessed a whopping jump of 113% to 25 Million+ over 2008 levels.  8-9 million personalized offers surfaced on a monthly basis. Average Total cross sell done in a month is 1.9 to 2.0 lacs leads. BENEFITS OF CRM

20. CUSTOMER FEEDBACK Customer feedback is most useful to businesses in documented form so that the company can analyze trends and develops strategies in response.

21. Recommendation for Banks Success factor Continuous learning process Customer information Organizational structure Clear goal and objectives

22. Awards Euro money awards 2010 Asia money 2009 Finance Asia country awards achievement 2008 World trade centre award of honor Best bank award in the private sector category

23. HDFC BANK (CRM )