15-11-2012, 11:14 AM
Customer Relationsaahip Management in State Bank Of India, Fort.
Customer Relationsaahip.pptx (Size: 474.26 KB / Downloads: 48)
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.
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
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.
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.
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.
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.
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.