CRM Process Management InHousing Development

Finance Corporation Bank (HDFC)

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

Q. What is CRM……?? oIt is a methodology.

oIt is a reliable process.

oIt helps in assimilating information.

oIt helps in retaining the customers.

oIt helps in profitability by holding on customer loyalty.

Benefits of CRM

Profitability – driven account planning

Relationship - driven sales

Customer - centric service

Banker – productivity

Why is

customer

important for

bank….??

IMPORTANCE OF CRM IN BANKING SECTOR

Customer Information

Consolidation

Personalized Home Page

Operational Inefficiency Removable

Crm With Business

Intelligence

360’ VIEW OF COMPANY CAMPAIGN MANAGEMENT

IMP OF CRM IN BANKING SECTOR..contd

ACTIVITY MANAGEMENT ENHANCE PRODUCTIVITY

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

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

Wholesale Banking Services

Treasury

Retail Banking Services

BUSINESS SEGMENTS OF HDFC BANK

Wholesale Banking Services

Retail Banking Services

Treasury

OTHER SERVICES OF HDFC

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

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

Notice Relevance Retention Choice Access Accuracy Security Sharing International Transfer Enforcement

There are our ten privacy principles:

HDFC Bank uses CRM to achieve its “One Bank” vision, for boosting profit and customer satisfaction.

USE OF CRM BY HDFC BANK

Rajesh WaghVice 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.”

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.

Data integration

Cross selling

Customization

Huge competition

CHALLENGES

BACKGROUND

CHALLENGES

SOLUTIONS

BACKGROUND,CHALLENGES AND SOLUTION

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

CUSTOMER FEEDBACK

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

Recommendation for Banks • Success factor

• Continuous learning process

• Customer information

• Organizational structure

• Clear goal and objectives

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

•DEFINITION

•PROCESS

•TECHNOLOGY

•ORGANIZATIONAL STRUCTUREHDFC BANK

(CRM )