A Warm Welcome To All
A Warm Welcome To All
A Warm Welcome To All
welcome to all
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A
Presentation on
Final Report
Customer Relationsaahip Management
in State Bank Of India, Fort.
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“ 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.
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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 data
Secondary 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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CRM
CRM
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:
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Data Warehouse and Data Mining
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Data Warehouse and Data Mining
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The marketing campaign process and the software
supporting it.
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Response
Data analysis.
1. Are you a customer of
SBI Fort?
Response
Yes 98% Percentage
No 2
20
80
2. From How many years
are you customer at SBI?
70
60
30
20
10
0
Less than 2 Less than 5 Less than More than
years years 10 years 10 years
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Response
90
3. Which type of account
you maintain with SBI? 80
70
Saving Ac
60
Current Ac
Joint Ac 50
20
10
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4. What do you think about 70
Very Good 50
Good
40
Fair Percentage
Response
30
Poor
Very Poor
20
10
0
Very good Good Fair Poor Very poor
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5. Are you satisfied with
Response
the new account
opening service
provided By SBI? 70
60
Yes ( )
50
No ( )
40
30
20
10
0
Yes No
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70
6. What is the Major problem
you encounter when you
approach for SBI Service? 60
50
Crowed ( )
Slow Service ( ) 40
20
10
0
Crowed Slow Service Technical
problem
25
7. How is Behavior of 70
Branch Manager?
60
Good ( ) 50
40
Percentage
Response
30
Very Good ( )
20
10
Friendly ( )
0
Good Very good Friendly
26
60
Friendly ( ) 40
Very friendly ( )
30
Percentage
20
10
0
friendly Very friendly Not friendly
27
9. What is your opinion about 50
Service Quality of SBI When
Compare to other Private 45
Bank?
40
Excellent ( )
35
Good ( ) 30
25 Percentage
Satisfactory ( ) Response
20
15
10
0
Excellent Good Satisfactory
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10- Are you satisfied with the
new account opening service Response
provided By SBI?
70
Yes ( ) 60
50
No ( )
40 Response
30
20
10
0
Yes No
29
11-What is the Major
70
problem you encounter when
you approach for SBI
Service? 60
Crowed
50
Slow Service
40
Percentage
20
10
0
Crowed Slow Service Technical
problem
30
60
Friendly ( )
40
Very friendly ( )
30
Percentage
Not Friendly ( ) Response
20
10
0
friendly Very friendly Not friendly
31
50
13- If you want to open an
account Which Bank you will 45
prefer?
40
Axis Bank 35
30
ICICI Bank
25
Karnatka Bank
5
Syndicate Bank 0
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70
14- Do you find prompt clarification
when you go for SBI Customer Care
Service?
60
50
Excellent
Very Good 40
Percentage
Response
Good 30
20
10
0
Excellent Very Good Good
33
15-Are you aware of
Customer relationship Response
Management in SBI? Yes No Never known
7%
Yes
No 33%
Never Known
60%
34
50
16-Are you satisfied with SBI
Customer Relationship
45
Management?
40
Satisfied
35
Highly Satisfied 30
25 Percentage
Not Satisfied Response
20
15
10
0
Satisfied Highly satisfied Not satisfied
35