PROJECT OF CRM IN BANKING SECTOR (ANIKET PANDEY)

1. TITLE- CUSTOMER RELATIONSHIP MANAGEMENT PRESENTED BY- ANIKET PANDEY ROLL NO.- 25

2. Table of Content INTRODUCTION KEY PERSONS CUSTOMER RELATIONSHIP MANGEMENT Purposes of Customer Relationship Management RESEARCH METHODOLOGY DATA ANALYSIS FINDINGS SUGGESTION CONCLUSION

3. INTRODUCTION Kotak Mahindra Bank is an Indian financial service firm established in 1985. It was previously known as Kotak Mahindra Finance Limited, a non-banking financial company. In February 2003, Kotak Mahindra Finance Ltd, the group's flagship company was given the licence to carry on banking business by the Reserve Bank of India (RBI). Kotak Mahindra Finance Ltd. is the first company in the Indian banking history to convert to a bank. Today it has more than 363 branches, 20,000 employees and 10,000 crore in revenue.

4. KEY PERSONS Executive Vice Chairman & Managing Director – Mr. Uday Kotak . Directors of the Bank - Mr. C. Jayaram and Mr. Dipak Gupta T he Chairman of board of Directors in the company - Dr. Shankar Acharya

5. OBJECTIVES OF THE STUDY To analyze the CRM Practices in Kotak Mahindra Bank. To analyze the pitfalls in the companies CRM Practices. To analyze the effectiveness of Customer Relationship programmes of the Bank .

6. CUSTOMER RELATIONSHIP MANAGEMENT “ A strategy used to learn more about customers' needs and behaviors in order to develop stronger relationships with them ” In its broadest sense, means managing all the interactions and business activities between a company and its customers .

7. Purposes of Customer Relationship Management Increases the efficiency of customer interaction through all the communication channels available. Provides an user-friendly atmosphere for registering customer complaints. Provides a fast mechanism for handling problems and complaints.

8. RESEARCH METHOD - convenient sampling method. Primary Data - Primary Data was collected using the structured questionnaire. Secondary Data - Through internet, o fficial site of the Company, pamphlets ,brochures, Journals & Magazine. Sample Size - Total 100 respondents were selected as the sample size. Research Methodology

9. Q-1) Does the Marketing Executive give you complete and correct information related to Current and Saving Account of Kotak Mahindra Bank ? Respondents Yes – 88% NO – 12% DATA ANALYSIS

10. Conti….. Q-2) Do Kotak Mahindra Bank inform you about the changes regarding the services or for any other thing which is related to your benefit? Respondents Yes – 80% NO – 20%

11. Conti….. Q-3 ) How much time was taken for solving your problem? Respondents Immediately – 14% Same Day – 82% Next Day – 4% After Some Days – 0%

12. Conti….. Q-4) Do you feel that Kotak Mahindra Bank is been able to maintain healthy customer relationship? Respondents Yes – 80% NO – 20%

13. From the research conducted it is evident that CRM is a very important for bank because it is useful for maintain healthy customer relation. Majority of the respondents say that Marketing Executive of the bank gives complete and correct information related to Current and Saving Account. Majority of the respondents say that Kotak Mahindra bank’s information system is customer friendly. Most of the customers say that problems were resolved same day. Maximum no. of the respondents feel that Kotak Mahindra Bank is able to maintain healthy customer relationship. FINDINGS

14. SUGGESTION Kotak Mahindra Bank must treat CRM as a business strategy to become more customer-centric. Customer strategy and business needs to be flexible to what customers want. Kotak Mahindra Bank needs to understand the benefits and importance of CRM.

15. CONCLUSION   Kotak Mahindra Bank tries to identify problems of customers and maintaining good customer relations. Kotak Mahindra Bank is able to solve the problems of customers. They also have to understand about their competitors and understand the need of Customers.

16. THANK YOU!!!