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{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}{\shp{\*\shpinst\shpleft5733\shptop4120\shpright10106\shpbottom4146\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2029\shpz1\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}

{\sp{\sn geoRight}{\sv 4373}}{\sp{\sn geoBottom}{\sv 26}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,26);(4373,26);(4373,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}

{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}\paperw15840\paperh12240\margl666\margr133\margt666\margb413\pard\li1773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1773\ri0\sl-1320\slmult0 \fs144\cf0\f1\charscalex100 {CRM IN ICICI BANK }\par\pard\li5066\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li5066\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li5066\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li5066\ri0\sl-453\slmult0 \fs44\cf0\f1\charscalex100 {INTRODUCTION OF CRM }\par\pard\li1493\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1493\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1493\ri0\sl-293\slmult0 \fs26\cf0\f0\charscalex100 {CRM, or Customer relationship management, is a number of strategies and technologies that are used to }\par\pard\li773\r

i0\sl-333\slmult0 \fs26\cf0\f0\charscalex100 {build stronger relationships between companies and their customers. A company will store information that is }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {related to their cust

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omers, and they will spend time analyzing it so that it can be used for this purpose. }\par\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1133\ri0\sl-386\slmult0 \fs26\cf0\f1\charscalex100 {Some of the methods connected with CRM are automated, and the purpose of this is to create marketing }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charscalex100 {strategies which are targeted towards specificcustomers. The strategies used will be dependent on the }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f1\charscalex100 {information that is contained wit

hin the system. Customer relationship management is commonly used by }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charscalex100 {corporations, and they willfocus on maintaining a strong relationship with their clients. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-253\slmult0 \fs26\cf0\f1\charscalex100 {There are a number of reasons why CRM has become so important in the last 10 years. The competition inthe }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charscalex100 {global market has become highly competitive, and it has become easier forcustomers to switchcompanies if they }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f1\charscalex100 {are not happy with the service they receive. One of the primary goals of CRMis to maintain clients. When it is }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charscalex100 {used effectively, a company will be able to build a relations

hip with theircustomers that can last a lifetime. }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f1\charscalex100 {Customer relationship management tools will generally come in the form of software. Each software program }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charscalex100 {may vary in the way it approaches CRM. It is important to realize that CRM is more than just a technology. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-253\slmult0 \fs26\cf0\f1\charscalex100 {Customer relationship management could be better defined as being a methodology, an approach that a }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charscalex100 {company willuse to achieve their goals. It should be directly connected to the philosophy of the company. It must }\par\pard\sect\sectd\sbkpage\pgwsxn15840\pghsxn12240\marglsxn666\margrsxn133\margtsxn666\margbsxn440\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmul

t0 \fs18\cf0\par\pard\li773\ri0\sl-440\slmult0 \fs26\cf0\f1\charscalex100 {guideall of its policies, and it must be an important part of customer service and marketing. If this is not done, }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charscalex100 {the CRM system will become a failure. There are a number of things the ideal CRM system should have. It should }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f1\charscalex100 {allowthe company to find the factors that interesttheir customers the most. A company must realize that it is }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charscalex100 {impossible for them to succeed if they do not cater to the desires and needs of theircustomers. Customer }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charscalex100 {relationship management isa powerful system that will allow them to do this. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-253\slmult0 \fs24\cf0\f1\charscalex100 {It is also important for the CRM system to foster a philosophy that is oriented towards the customers. While this }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charscalex100 {may sound like common sense, there are a sizeable number of companies that have failed to do it,and their }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charscalex100 {businesses suffered as a result. With CRM, the customer is always right, and they arethe most important factor in }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f1\charscalex100 {the success ofthe company. It is also important for the company touse measures that are dependent on their }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charscalex100 {customers . This will greatly tip the odds of success in their favor. While CRM should not be viewed as a }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f1\charscalex100 {technology, it is important to realize that there are end to end processes that must be created so thatcustomers }\par\pard\l

i773\ri0\sl-346\slmult0 \fs26\cf0\f1\charscalex100 {can be properly served. In many cases, these processes will use computers and software. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\

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li773\ri0\sl-253\slmult0 \fs26\cf0\f1\charscalex100 {Customer support is directly connected to CRM. If a company fails to provide quality customer support, theyhave }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charscalex100 {also failed with their CRM system. When a customer makes complaints, they must be handledquickly and }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f1\charscalex100 {efficiently.The company should also seek to make sure those mistakes are not repeated. When sales are made, }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charsca

lex100 {they should be tracked so that the company can analyze them from variousaspects. It is also important to }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charscalex100 {understand the architecture of Customer relationship management . The architecture of CRM can be broken }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f1\charscalex100 {down into three categories, and these are collaborative, operational, and analytical. The collaborative aspect of }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charscalex100 {CRM deals with communication betweencompanies and their clients. }\par\pard\sect\sectd\sbkpage{\shp{\*\shpinst\shpleft1440\shptop1800\shpright4626\shpbottom1840\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2030\shpz0\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}

{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 3186}}{\sp{\sn geoBottom}{\sv 40}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,40);(3186,40);(3186,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}

{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}{\shp{\*\shpinst\shpleft4626\shptop1800\shpright4733\shpbottom1840\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2031\shpz1\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 107}}{\sp{\sn geoBottom}{\sv 40}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,40);(106,40);(106,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}\pgwsxn15840\pghsxn12240\marglsxn666\margrsxn133\margtsxn666\margbsxn360\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pa

rd\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-320\slmult0 \*\tx3960\fs34\cf0\f0\charscalex100\b {The History of CRM}\b0 \tab \fs34\cf0\f0\charscalex100 {:}\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-400\

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slmult0 \fs26\cf0\f0\charscalex100 {Customer relationship management is a concept that became very popular during the 1990s. It offered long term }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {changes and benefits to businesses that chose to use it. The reason for this is because it allowed companies to }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {interact withtheir customers on a whole new level. While CRM is excellent in the long term, those who are }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {loo

king for short term results may not see much progress. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-386\slmult0 \fs26\cf0\f0\charscalex100 {One of the reasons for this is because it was difficult to effectively trackcustomers and their purchases. It is also }\par\pard\li773\ri0\sl-320\slmult0 \fs24\cf0\f0\charscalex100 {important to realize that large companies were responsible for processing tremendous amounts of data. This data }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {needed to be updated on a consistent basis. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-440\slmult0 \fs26\cf0\f0\charscalex100 {In the last few years, a number of changes have been made to Customer relationship management that has allowed }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {it to advance. These capabilities have allowed CRM to become the system that was once envisioned by those who

}\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {created it. However, the biggest problem with these newer systems is the price. A number of personalized Internet }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100{tools have been introduced to the market, and this have driven down the cost of competition. While this may be a }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {bane for vendors who are selling expensive systems, it is a bonanza for small companies that would otherwise not }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f0\charscalex100 {be able to afford CRM programs. The foundation for CRM was laid during the 1980s. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-426\slmult0 \fs26\cf0\f0\charscalex100 {During this time, it was referred to as being database marketing. The term "database marketing" was used to refer }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {to the procedure of creating customer focus groups that could be used to sp

eak to someof the customers of the }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {company. The clients who were extremely valued were pivotal in communicating with the firm, but the process }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {became quite repetitive, and the information thatwas collected via surveys did not give the company a great of }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {information. Even though the company could collect data through surveys, they did not have efficient methods of }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {processing and analyzing the information. As time went on, companies begin to realize that all they really needed }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f0\charscalex100{was basic information. They needed to know what their customer purchased, how much they spent, and what did }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {with the products they purchased. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-426\slmult0 \fs26\cf0\f0\charscalex100 {The1990s saw the introduction of a number of advances in this system. It was duringthis time that term Customer }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {relationship management was introduced. Unlike previous customer relationship systems, CRM was a dual system. }\par\pard\sect\sectd\sbkpage\pgwsxn15840\pghsxn12240\marglsxn666\margrsxn133\margtsxn666\margbsxn440\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-453\slmult0 \fs26\cf0\f0\charscalex100 {Instead of merely gathering information for the purpose of usingfor their own benefit, companies started giving }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {back to thecustomers they served. Many companies would begin giving their customers gifts in the form of }\par\pard\li773\ri0\s

l-320\slmult0 \fs26\cf0\f0\charscalex100 {discounts, perks, or even money. The companies believed that doing this would allow them to build a sense of }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {loyalty in those who brou

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ght their products. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-426\slmult0 \fs26\cf0\f0\charscalex100 {Customer relationship management is the system that is responsible for introducing things such as frequent flyer }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {gifts and credit card points. Before CRM, this was rarely done.Customers would simply by fromthe company , and }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f0\charscalex100{little was done to maintain their relationship. Before the introduction of CRM

, many companies, especially those }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {that were in the Fortune 500 category, didn't feel the need to cater tothe company. In the minds of the executives, }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {they have tremendous resources and couldreplaces customers whenever it became necessary. While this may have }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {worked prior to the 1980s,the introduction of the Information Age allowed people to make better decisionsabout }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {which companies they would buy from, and global competition made it easier for them to switch if they were not }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {happy with the service they were getting. }\par\pard\sect\sectd\sbkpage\pgwsxn15840\pghsxn12240\marglsxn666\margrsxn133\margtsxn666\margbsxn373\pard\li773\

ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-493\slmult0 \fs32\cf0\f0\charscalex100\ul {HISTORY OF CRM IN ICICI BANK}\ul0 {\sub \fs32\cf0\f0\charscalex100 {:}}\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-453\slmult0 \fs26\cf0\f0\charscalex100 {The CRM initiatives in Indias ICICI Bank hold together its compelling story of growth. Its growth in customer }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {base, channels, and product and service offerings. Since its inception in 1995, the bank has grown to have 15.8 }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {million customers, holding about 17 million accounts. The banks network has expanded to 610 branches and }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {standalone counters and over 2,000 ATMs. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-440\slmult

0 \fs26\cf0\f0\charscalex100 {CRM has been envisioned by the bank to support itsgoals in sales, customer service, and analytics. Already, about }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {30.40% of the banks home loans are cross-sold to existing customers. Similar ratios have also been reported in the }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {sale of insurance policies. Ratios of about 50.60% have been seen out of the credit cards andpersonal loans }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {business. The banks stated intention is to take these ratios to as high as 60.75%. ICICI Bank states that these high }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {levels of relationship maximization are made possible by howits CRM system is able to "know and understand the }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {customer better. which customer is most suitable for what kind of product and at what point in time." }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-440\slmult0 \fs26\cf0\f0\charscalex100 {In the area of service, the bank receives as many as 150,000 customer requests per day, a challenge not only to }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {channel capacity but also to how the bank is able to ensurethat each request is recorded, tracked, and resolved. }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {Last, customer analytics have been used to support various strategic decisions of the bank. Recent strategic }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {decisions of note are several anti attrition programs, the intended attrition of unprofitable customers, theimposition }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {of fees, and various customer segment tactical initiatives. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-440\slmult0 \fs26\cf0\f0\charscalex1

00 {ICICI Banks CRM capability is built on a Teradata data warehouse that integrates data from multiple sources, }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {including the Oracle database and various flat files. The system p

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rovides users with information about each }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {customers checking accounts, fixed deposits, credit cards, and other financial information. The bank has taken on }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {the end-to-end proposition of SAS forenterprise intelligence, which offers a credible integrated approach to }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {analytics, including data detection, data cleansing, data preparation, event detection, reporting and b

usiness }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {intelligence, and campaign analysis. The bank estimates that it is able to track more than 1,200 parameters }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {concerning demographics, transactions made, channel usage, and product relationships. Through Behavior }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {Explorer and views, business users develop customer profiles and runad hoc queries. Analysts then use the }\par\pard\sect\sectd\sbkpage\pgwsxn15840\pghsxn12240\marglsxn666\margrsxn133\margtsxn666\margbsxn480\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-453\slmult0 \fs26\cf0\f0\charscalex100 {information to guide product development and marketing campaigns thatare intended to address each individuals }\par\pard\li773\ri0\sl-320\slmult0 \fs2

6\cf0\f0\charscalex100 {total requirements, instead of just pushing a product. The success of cross-selling to existing customers has also }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {been enabled by the banks growing capabilities in lead management. The home loans business unit, for example, }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {has built a lead management system rolled out to about 700 users. The system is able to allocate leads,schedule }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {meetings, provide a record of all interactions with the customer, and give reminders for customer follow-ups. A }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {lead generation tool has also been developed in-house to capture and route }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {Product applications made over mobile phones. }\par\pard\sect\sectd\sbkpage{\shp{\*\shpinst\shpleft1440\shptop1720\shpright6000\shpbottom1746\shpfhdr0\shpw

r3\shpwrk0\shpfblwtxt1\shplid2033\shpz0\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 4560}}{\sp{\sn geoBottom}{\sv 26}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,26);(4560,26);(4560,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}{\shp{\*\shpinst\shpleft1440\shptop4986\shpright3320\shpbottom5013\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2034\shpz1\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}

{\sp{\sn geoRight}{\sv 1880}}{\sp{\sn geoBottom}{\sv 27}}{\sp{\sn shapePath}{\sv 4}}

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{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,40);(1880,40);(1880,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}

{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}\pgwsxn15840\pghsxn12240\marglsxn666\margrsxn133\margtsxn666\margbsxn373\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-453\slmult0 \fs26\cf0\f0\charscalex100\b {Why you have been choose CRM? }\b0 \par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {CRM(Customer Relationship Management) software aids inincreasing efficiency, servesto aid the sales }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100{department in all of its efforts,manages to boost sales, and fundamentally contributes to the overall }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f0\charsca

lex100 {development of the company. It also manages to work towardsorganizational goals. This is achieved }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {through a concise study of potentialcustomers.Their preferences are taken into consideration and used }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {to coordinate and implement a customer centric business strategythat focuses primarily on the }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {customer, yields to recording the importance of his ideasand suggestions and results in increased }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {customer retention. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-373\slmult0 \fs30\cf0\f0\charscalex100\b {Optfor CRM}\b0 \fs30\cf0\f0\charscalex100\b { }\b0 \par\pard\li773\ri0\sl-320\slmult0 \fs26\cf1\f0\charscalex100 {CRM solution helps to reduce the time required fo

r sales cycles while hanging onto potential sales leads. }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf1\f0\charscalex100 {Customer retention is also maximized. Sales orders and sales revenues increase as a matter of }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf1\f0\charscalex100 {increased organization growth.CRM facilitates growth in that it aids the reduction of costs and the }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf1\f0\charscalex100 {increased availability of information to the organization - that can be used according to customer }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf1\f0\charscalex100 {information requirements. This information isincreasingly important to an organization and can prove to }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf1\f0\charscalex100 {make thedifference between success and failure. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-320\slmult0 \fs32\cf0\f0\charscalex100\ul {IS CRM of your bank is different from other banks}\ul0 \par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {Most banks have their own databases but because of the hugetechnological investments done by ICICI the }\par\pard\li773\ri0\sl-320\slmult0\fs26\cf0\f0\charscalex100 {databases in all the branches are integrated, whichmeans they can be accessed from anywhere and at anytime. }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f0\charscalex100 {ICICI bank has tied up with Terradata Company for making their software and is the only bank doing this.The }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {difference can be known through matching tool parameter. This refers to, on the server of ICICI sum standards are }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {set in terms of value of the customer and whenever the customer reaches the set standard, the server automatically }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\char

scalex100 {informs the department to offer him another product. }\par\pard\sect\sectd\sbkpage{\shp{\*\shpinst\shpleft1440\shptop4560\shpright6880\shpbottom4586\shpfhdr0\shpw

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r3\shpwrk0\shpfblwtxt1\shplid2037\shpz1\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 5440}}{\sp{\sn geoBottom}{\sv 26}}

{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,13);(5440,13);(5440,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 1}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}

{\shp{\*\shpinst\shpleft1586\shptop7866\shpright4853\shpbottom7906\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2039\shpz3\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 3267}}{\sp{\sn geoBottom}{\sv 40}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,40);(3266,40);(3266,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}

{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}\pgwsxn15840\pghsxn12240\marglsxn666\margrsxn133\margtsxn666\margbsxn360\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-280\slmult0 \fs26\cf0\f1\charscalex100 {H}\fs32\cf0\f1\charscalex100\ul {ow is CRM helping you in retaining and increasing the market share?}\ul0 \par\pard\li773\ri0\sl-346\slmult0\fs26\cf0\f1\charscalex100 {CRM helps to know the needs and wants of the customer. So, on the basis of this company can decide which }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f1\charscalex100 {product to offer to which customer.More over, under CRM, we have identified that cross . selling is the best }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charscalex100 {weapon. It enhances the relationship value with the customer. This satisfies the customer and that is the reason }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charscalex100 {why the customer keeps on coming again and again to the company. This helps in retaining themarket share. }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f1\charscalex100 {Now, the satisfied customers help in the word- of . mouth promotion of the bank, which eventually increases our }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charscalex100 {market share. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-306\slmult0 \fs

32\cf0\f1\charscalex100 {Does technology helps in practicing CRM?}\fs32\cf0\f1\charscalex100 { }\par\pard\li773\ri0\sl-333\slmult0 \fs24\cf0\f1\charscalex100 {Yes, the whole base for practicing CRM is technology. It helps in collecting the

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data, processing the data and then }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charscalex100 {according to the available information offering different products to the customer through emails, call centre,pop }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charscalex100 {ups during the transaction in the ATM. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-426\slmult0 \fs32\cf0\f2\charscalex100\ul {

Does your company follow CRM process?AND for what purpose?}\ul0 \fs32\cf0\f2\charscalex100\ul { }\ul0 \par\pard\li773\ri0\sl-373\slmult0 \fs26\cf0\f1\charscalex100 {YES,we follow crm process for for following purpose are as follows : }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-426\slmult0 \fs20\cf0\f0\charscalex100 {y}{\super \fs32\up2\cf0\f0\charscalex100\b {T}\b0 }\fs32\cf0\f0\charscalex100\b {argeting customers: }\b0 \par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f0\charscalex100 {It is necessary for banks to identify potential customers for approaching them with suitable offers.The }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {transactional data that is generated through customer interactions and also by taking intoaccount the }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {profile of the customer (such as the lifecycle stage, economic background, family commitments, etc.) }\par\pard\li7

73\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {needs to be collated into onedatabase to facilitate its proper analysis. Forexample, a customer interacts }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {with the banks forsavings accounts, credit cards, home loans, carloans, demat accounts, etc. the data }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {generated through all these services needs to be integrated toenable effective targeting. After the }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f0\charscalex100 {integration is done, a profitability analysis of the customerneeds to be undertaken to acquire an }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {understanding of the profit-worthiness of the customer before targeting him with new offers. }\par\pard\sect\sectd\sbkpage{\shp{\*\shpinst\shpleft1586\shptop1760\shpright5373\shpbottom1800\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2040\shpz0\shpbxpage\shpbypage

{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 3787}}{\sp{\sn geoBottom}{\sv 40}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,40);(3786,40);(3786,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}{\shp{\*\shpinst\shpleft1586\shptop3986\shpright7200\shpbottom4013\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2041\shpz1\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 5614}}

{\sp{\sn geoBottom}{\sv 27}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,40);(5613,40);(5613,0);(0,0);}}

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{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}

{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}\pgwsxn15840\pghsxn12240\marglsxn666\margrsxn133\margtsxn666\margbsxn400\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-493\slmult0 \fs20\cf0\f0\charscalex100 {y}{\super \fs32\up2\cf0\f0\charscalex100\b {S}\b0 }\fs32\cf0\f0\charscalex100\b {ales reference material: }\b0 \par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f0\charscalex100 {A consolidated information database on all products, pricing, competitor information, salespresentations, }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {proposal templates and marketing collateral should be accessible to all the peopleconcerned. These }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex10

0 {prove to be very helpful in Sales Force Automation (SFA) wherein the salesperson gets instantaneous }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {access to all relevant material as and when it is required (especiallywhen he/she is in a meeting with a }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {client.) }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-400\slmult0 \fs20\cf0\f0\charscalex100 {y}{ }\fs32\cf0\f0\charscalex100\b {Consistent interface with customers:}\b0 \par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f0\charscalex100 {The communication to customers from various departments like sales, finance, customer support,etc. }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {should be consistent and not contradictory. Therefore, all departments should be privy to aunified view }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {of the customer to enable a consistent approach. Removal of inconsistencies is necessary to ensure that }\par\pard\li

773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {customers are not harassed and frustrated owing to poor internal coordination.This is bound to enhance }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {customer satisfaction.The contact centres used to interface with customers should ensure consistency}\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {in customer interaction, irrespective of the medium used for the interaction such as telephone,Internet, }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {e-mail, fax, etc.Banks can use the data on customers to effectively segment the customers before }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {targeting them. Proper analysis of all available data will enable banks to understandthe needs of various }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f0\charscalex100 {customer segments and the issues that determine value for that segment. Accordingly, suitable }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100{campaigns can be designed to address the issues relevant for that segment andto ensure higher loyalty }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {from these customers. When data analysis is done in the right manner, it helps in generating }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {opportunities for cross-selling and up-selling. }\par\pard\sect\sectd\sbkpage{\shp{\*\shpinst\shpleft1440\shptop1760\shpright5586\shpbottom1800\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2042\shpz0\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}

{\sp{\sn geoRight}{\sv 4146}}{\sp{\sn geoBottom}{\sv 40}}{\sp{\sn shapePath}{\sv 4}}

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{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,40);(4146,40);(4146,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}

{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}\pgwsxn15840\pghsxn12240\marglsxn666\margrsxn133\margtsxn666\margbsxn373\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-493\slmult0 \fs32\cf0\f0\charscalex100\b {What Is Your CRM }\b0{ }\fs32\cf0\f0\charscalex100\b {S}\b0 { }\fs30\cf0\f0\charscalex100\b {trategy}\b0 \par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f0\charscalex100 {Customers are the lifeblood of the business and the way in which a bank can protect and increase its }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {customer base and ultimately its profitability is to build strong customer relationship

s through the }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {delivery of superior quality service and to meet customer needs better than the competitors. The }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {CRMapproach focuses on maximizing value for the customer and the bank.Research has shown that }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {thekey drivers of customer loyalty are: }\par\pard\li773\ri0\sl-373\slmult0 \fs26\cf0\f0\charscalex100 {y}{ }\fs26\cf0\f0\charscalex100 {Positive staff attitude }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f0\charscalex100 {y}{ }\fs26\cf0\f0\charscalex100 {Honesty, integrity and reliability }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f0\charscalex100 {y}{ }\fs26\cf0\f0\charscalex100 {Proactive advice and deliver of promise }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f0\charscalex100 {y}{ }\fs26\cf0\f0\charscalex100 {Consistent delivery of superior quality service }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f0\charscalex100 {y}{

}\fs26\cf0\f0\charscalex100 {Simplicity and ease of doing business }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f0\charscalex100 {y}{ }\fs26\cf0\f0\charscalex100 {Good after-sales service }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f0\charscalex100 {y}{ }\fs26\cf0\f0\charscalex100 {A fair effective complaints resolution policy. }\par\pard\sect\sectd\sbkpage{\shp{\*\shpinst\shpleft1440\shptop1760\shpright5693\shpbottom1800\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2043\shpz0\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 4253}}{\sp{\sn geoBottom}{\sv 40}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,40);(4253,40);(4253,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}\pgwsxn15840\pghsxn12240\marglsxn666\margrsxn13

3\margtsxn666\margbsxn440\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-493\slmult0 \fs32\cf0\f0\charscalex100\b {ICICI Banks CRM Initiat

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ives }\b0 \par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-440\slmult0 \fs26\cf0\f0\charscalex100 {ICICI Bank has to manage more than 13 million customers. The bank has over 550 branches, a network }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {of 2025 ATMs, multiple call centres, Internet banking and mobile banking. Its customers often use }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {multiplechannels, and they are increasingly turning to electronic banking options. Business from the }\par\pard\li773\

ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {Internet.ATMs and other electronic channels now comprises more than 50 per cent of all transactions.In }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f0\charscalex100 {the process of making itsbusiness grow to this level, ICICI Bank has distinguished itself from other }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {banks through its relationship with customers.The Teradata solution focuses on a CRM platform. }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {Information from various legacy and transactionsystems is fed into a single enterprise called wide data }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {warehouse. This allows the bank to generate asingle view of its customers. The warehouse hasthe }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {capabilityto integrate data from multiple sourcescomprising Oracle and flat files. The Beh

aviour Explorer }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {enables profiling of customers and querying on various parameters. These enablethe bank staff create }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f0\charscalex100 {suitable campaigns for targeting individual customers on the basis of their requirements.The logistics in }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {the system have also led to other benefits like interactive reports, unearthing cross-sellingopportunities }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {as well as finding out about the channel usage undertaken by a segment. The data access wasfacilitated }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {through the use of Cognos Power Cubes. }\par\pard\sect\sectd\sbkpage{\shp{\*\shpinst\shpleft6733\shptop2520\shpright9106\shpbottom2573\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2044\shpz0\shpbxpage\shpbypage

{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 2373}}{\sp{\sn geoBottom}{\sv 53}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,53);(2373,53);(2373,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}\pgwsxn15840\pghsxn12240\marglsxn666\margrsxn133\margtsxn666\margbsxn586\pard\li6120\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li6120\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li6120\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li6120\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li6120\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li6120\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li6120\ri0\sl-613\slmult0 \fs50\cf0\f0\charscalex100\b \i {ICICI BANK }\b0 \i0 \par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-413\slmult0 \fs26\cf0\f0\charscalex100\b \i {ICICI Bank (BSE: 532174, NYSE: IBN) (formerly Industrial Credit and

Investment Corporation of India) is a major }\b0 \i0 \par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100\b \i {banking and financial services organization in India. It is the 4th largest bank in India and the largest private secto

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r }\b0 \i0 \par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100\b \i {bank in India by market capitalization. The bank also has a network of 1,700+ branches (as on 31 March 2010) and }\b0 \i0 \par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f0\charscalex100\b \i {about 4,721 ATMs in India and presence in 19 countries, as well as some 24 million customers (at the end of July }\b0 \i0 \par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100\b \i {2007). ICICI Bank offers a wide range of banking products and financial services to corporate and ret

ail customers }\b0 \i0 \par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100\b \i {through a variety of delivery channels and specialization subsidiaries and affiliates in the areas of investment banking, }\b0 \i0 \par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100\b \i {life and non-life insurance, venture capital and asset management. (These data are dynamic.) ICICI Bank is also the }\b0 \i0 \par\pard\li773\ri0\sl-320\slmult0 \fs24\cf0\f0\charscalex100\b \i {largest issuer of credit cards in India. ICICI Bank's shares are listed on the stock exchanges at Kolkata and Vadodara, }\b0 \i0 \par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100\b \i {Mumbai and the National Stock Exchange of India Limited; its ADRs trade on the New York Stock Exchange (NYSE). }\b0 \i0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-386\slmult0 \fs26\cf0\f0\charscalex100\b \i {The Bank is expanding in overseas markets and ha

s the largest international balance sheet among Indian banks. ICICI }\b0 \i0 \par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100\b \i {Bank now has wholly-owned subsidiaries, branches and representatives offices in 19 countries, including an offshore }\b0 \i0 \par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100\b \i {unit in Mumbai. This includes wholly owned subsidiaries in Canada, Russia and the UK (the subsidiary through which }\b0 \i0 \par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100\b \i {the HiSAVE savings brand is operated), offshore banking units in Bahrain and Singapore, an advisory branch in}\b0 \i0 \par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100\b \i {Dubai, branches in Belgium, Hong Kong and Sri Lanka, and representative offices inBangladesh, China, Malaysia, }\b0 \i0 \par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100\b \i {Indonesia, South Africa, Thailand, the United Arab Emirates and USA. Overseas, the Bank is targeting the NRI (Non-}\b0 \i0 \par\pard\l

i773\ri0\sl-333\slmult0 \fs26\cf0\f0\charscalex100\b \i {Resident Indian) population in particular. }\b0 \i0 \par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-386\slmult0 \fs26\cf0\f0\charscalex100\b \i {ICICI reported a 1.15% rise in net profit to Rs. 1,014.21 crore on a 1.29% increase in total incometo Rs. 9,712.31 crore }\b0 \i0 \par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100\b \i {in Q2 September 2008 over Q2 September 2007. The bank's CASAratio increased to 30% in 2008 from 25% in 2007. }\b0 \i0 \par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100\b \i {ICICI Bank is one of the Big FourBanks of India, along with State Bank of India, Axis Bank and HDFC Bank its main }\b0 \i0 \par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100\b \i {competitors. }\b0 \i0 \par\pard\sect\sectd\sbkpage{\shp{\*\shpinst\shpleft1440\shptop3946\shpright4266\shpbottom3960\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2045\shpz0\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 2826}}{\sp{\sn geoBottom}{\sv 14}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,13);(2826,13);(2826,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}

{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 1}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}

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{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}{\shp{\*\shpinst\shpleft1440\shptop6520\shpright2880\shpbottom6533\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2046\shpz1\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}

{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 1440}}{\sp{\sn geoBottom}{\sv 13}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,26);(1440,26);(1440,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 1}}{\sp{\sn lineColor}{\sv 0}}

{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}\pgwsxn15840\pghsxn12240\marglsxn666\margrsxn133\margtsxn666\margbsxn493\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-453\slmult0 \fs26\cf0\f0\charscalex100\b \i {In 1955, The Industrial Credit and Investment Corporation of India Limited (ICICI) was incorporatedat the initiative of }\b0 \i0 \par\pard\li773\ri0\sl-373\slmult0 \fs26\cf0\f0\charscalex100\b \i {World Bank, the Government of India and representatives of Indian industry, with the objective of creating a }\b0 \i0 \par\pard\li773\ri0\sl-373\slmult0 \fs26\cf0\f0\charscalex100\b \i {development financial institution for providing medium-term and long-term project financing to Indian businesses. I

n }\b0 \i0 \par\pard\li773\ri0\sl-360\slmult0 \fs26\cf0\f0\charscalex100\b \i {1994, ICICI established Banking Corporation as a banking subsidiary. }\b0 \i0 \par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs24\cf0\f0\charscalex100\b {Overview of ICICI Bank:}\b0 \fs24\cf0\f0\charscalex100\b { }\b0 \par\pard\li773\ri0\sl-413\slmult0 \fs26\cf0\f1\charscalex100 {The bank, headquartered in Mumbai,has a network of about 1,400 branches and 4,530 ATMs in India and a }\par\pard\li773\ri0\sl-386\slmult0 \fs26\cf0\f1\charscalex100 {presence in 18 countries. Itoffers a wide range of banking products and financial services to corporate andretail }\par\pard\li773\ri0\sl-400\slmult0 \fs26\cf0\f1\charscalex100 {customers through its specialized subsidiaries and affiliates in the areas of investmentbanking, life and non-life }\par\pard\li773\ri0\sl-386\slmult0 \fs26\cf0\f1\charscalex100 {insurance, venture capital and asset management. The bank currentlyhas subsidiaries in the United Kingdom, }\par\pard\li773\ri0\sl-400\slmult0 \*\tx8346\fs26\cf0\f1\charscalex100 {Russia and Canada, branches in United States, Singapore, Bahrain, }\tab \fs26\cf0\f1\charscalex100 {H}{ }\fs26\cf0\f1\charscalex100 {ong Kong, Sri Lanka, Qatar and Dubai.}\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-373\slmult0 \fs30\cf0\f0\charscalex100\b {Channels: }\b0 \par\pard\li773\ri0\sl-440\slmult0 \fs26\cf0\f1\charscalex100 {ICICI Bank has the following channels through which it offers its products and services to its customers. }\par\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1133\ri0\sl-266\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Branches }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\

charscalex100 {ATMs }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Internet Banking }\par\pard\li1133\ri0\sl-333\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\

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charscalex100 {Mobile Banking }\par\pard\li1133\ri0\sl-346\slmult0 \fs20\cf0\f0\charscalex100 {y}{\super \fs26\up2\cf0\f1\charscalex100 {P}}\fs26\cf0\f1\charscalex100 {hone Banking }\par\pard\sect\sectd\sbkpage{\shp{\*\shpinst\shpleft1440\shptop3360\shpright2600\shpbottom3400\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2048\shpz1\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}

{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 1160}}{\sp{\sn geoBottom}{\sv 40}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,26);(1160,26);(1160,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}

{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}\pgwsxn15840\pghsxn12240\marglsxn666\margrsxn133\margtsxn666\margbsxn400\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-280\slmult0 \fs32\cf0\f1\charscalex100 {P}{ }\fs32\cf0\f1\charscalex100\ul {roducts and Services:}\ul0 \par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-413\slmult0 \fs26\cf0\f0\charscalex100 {ICICI Bank offers a host of products and servicesto its clients, which include Deposits, Loans, Cards, Investments, }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {Insurance, Demat, NRI Services and Online Services etc. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\par

d\li773\ri0\sl-440\slmult0 \fs30\cf0\f0\charscalex100\b {Deposits}\b0 { }\fs16\cf0\f1\charscalex100 {: }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-266\slmult0 \fs26\cf0\f1\charscalex100 {Following deposits are offered: }\par\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1133\ri0\sl-280\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Savings Account }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Advantage Deposit }\par\pard\li1133\ri0\sl-333\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Special Savings Account }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs24\cf0\f1\charscalex100 {Life }{ }\fs26\cf0\f1\charscalex100 {P}{ }\fs26\cf0\f1\charscalex100 {lus Senior CitizensSavings Account }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Fixed Deposits }\par\pard\li1133\ri0\sl-333\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Security Deposits }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Recurring Deposits }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Tax-Saver Fixed Deposit }\par\pard\li1133\ri0\sl-333\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Young Stars Savings Account }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Child Education }\fs26\cf0\f1\charscalex100 {P}{ }\fs26\cf0\f1\charscalex100 {lan }\par\pard\li1133\ri0\sl-333\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Bank@Campus }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\cha

rscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Salary Account }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Advantage Woman Savings Account }\par\pard\li1133\ri0\sl-333\slmult0

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\*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {EEFC Account }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Resident Foreign Currency (Domestic) Account }\par\pard\li1133\ri0\sl-333\slmult0 \fs20\cf0\f0\charscalex100 {y}{\super \fs26\up2\cf0\f1\charscalex100 {P}}\fs26\cf0\f1\charscalex100 {rivilege Banking }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {No Frills Account }\par\pard\li1133\ri0\sl-346\slmult0 \*

\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Rural Savings Account }\par\pard\sect\sectd\sbkpage{\shp{\*\shpinst\shpleft1440\shptop1773\shpright2213\shpbottom1800\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2049\shpz0\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 773}}{\sp{\sn geoBottom}{\sv 27}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,26);(773,26);(773,0);(0,0);}}

{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}{\shp{\*\shpinst\shpleft1440\shptop6413\shpright2186\shpbottom6440\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2050\shpz1\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}

{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 746}}{\sp{\sn geoBottom}{\sv 27}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,26);(746,26);(746,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}{\shp{\*\shpinst\shpleft2186\shptop6413\shpright2266\shpbottom6440\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2051\shpz2\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 80}}{\sp{\sn geoBottom}{\sv 27}}

{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,26);(80,26);(80,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;2457

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7;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}

{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}\pgwsxn15840\pghsxn12240\marglsxn666\margrsxn133\margtsxn666\margbsxn400\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-280\slmult0 \fs26\cf0\f0\charscalex100\b {L}\b0 \fs32\cf0\f0\charscalex100\b {oans}\b0 { }\fs16\cf0\f1\charscalex100 {: }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-400\slmult0 \fs26\cf0\f1\charscalex100 {ICICI Bank offers following loanfacilities: }\par\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1133\ri0\sl-426\slmult0 \fs20\cf0\f0\charscalex100 {y}{\super \fs26\up2\cf0\f1\charscalex100 {H}}\fs26\cf0\f1\charscalex100 {ome Loans }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Loan

Against }{ }\fs26\cf0\f1\charscalex100 {P}{ }\fs26\cf0\f1\charscalex100 {roperty}\par\pard\li1133\ri0\sl-333\slmult0 \fs20\cf0\f0\charscalex100 {y}{\super \fs26\up2\cf0\f1\charscalex100 {P}}\fs26\cf0\f1\charscalex100 {ersonal Loans }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Car Loans }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Two Wheeler Loans }\par\pard\li1133\ri0\sl-333\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab\fs26\cf0\f1\charscalex100 {Commercial Vehicle Loans }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100{Loans Against Securities }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Loan Against Gold Ornaments }\par\pard\li1133\ri0\sl-346\slmult0 \fs20\cf0\f0\charscalex100 {y}{\super \fs26\up2\cf0\f1\charscalex100 {P}}\fs26\cf0\f1\charscalex100 {re-approved Loans

}\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-426\slmult0\fs32\cf0\f0\charscalex100\b {C}\b0 \fs30\cf0\f0\charscalex100\b {ards}\b0 \fs32\cf0\f1\charscalex100 {:}\fs32\cf0\f1\charscalex100 { }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-280\slmult0 \fs26\cf0\f1\charscalex100 {ICICI Bank is India's largest issuer of credit cards. It also offers other types of cards. The various cards offered by }\par\pard\li773\ri0\sl-386\slmult0 \fs26\cf0\f1\charscalex100 {ICICI bankare as below: }\par\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1133\ri0\sl-280\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Consumer Cards }\par\pard\li1133\ri0\sl-333\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Credit Cards }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Travel Cards }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Debit Cards }\par\pard\li1133\ri0\sl-333\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Commercial Cards}\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab\fs26\cf0\f1\charscalex100 {Corporate Cards }\par\pard\li1133\ri0\sl-333\slmult0 \fs20\cf0\f0\charscalex100 {y}{\super \fs26\up2\cf0\f1\charscalex100 {P}}\fs26\cf0\f1\charscalex100 {repaid Cards }\par\pard\li1133\ri0\sl-346\slmult0 \fs20\cf0\f0\charscalex100 {y}{\super \fs26\up2\cf0\f1\charscalex100 {P}}\fs26\cf0\f1\charscalex100 {urchase Cards }\par\pard\sect\sectd\sbkpage{\shp{\*\shpinst\shpleft1440\shptop1773\shpright3080\shpbottom1800\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2052\shpz0\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}

{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}

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{\sp{\sn geoRight}{\sv 1640}}{\sp{\sn geoBottom}{\sv 27}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,26);(1640,26);(1640,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}

{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}{\shp{\*\shpinst\shpleft1440\shptop9986\shpright8853\shpbottom10013\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2053\shpz1\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}

{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 7413}}{\sp{\sn geoBottom}{\sv 27}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,13);(7413,13);(7413,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 1}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}

{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}\pgwsxn15840\pghsxn12240\marglsxn666\margrsxn133\margtsxn666\margbsxn453\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-280\slmult0 \fs32\cf0\f0\charscalex100\b {I}\b0 \fs32\cf0\f0\charscalex100\b {nvestments}\b0 { }\fs32\cf0\f1\charscalex100 {: }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-280\slmult0 \fs26\cf0\f1\charscalex100 {ICICI Bank facilitates a range of investment products including: }\par\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1133\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li1133\ri0\sl-266\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {ICICI Bank Tax Saving Bonds }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Mutual Funds }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Government of India Bonds }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100{y}\tab \fs26\cf0\f1\charscalex100 {Initial }\fs26\cf0\f1\charscalex100 {P}{ }\fs26\cf0\f1\charscalex100 {ublic Offers (I}{ }\fs26\cf0\f1\charscalex100 {P}{ }\fs26\cf0\f1\charscalex100 {O) by Corporates }\par\pard\li1133\ri0\sl-333\slmult0\*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {ForeignExchange Services }\par\pard\li1133\ri0\sl-346\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {ICICI Bank }{ }\fs26\cf0\f1\charscalex100 {P}\fs26\cf0\f1\charscalex100 {ure Gold }\par\pard\li1133\ri0\sl-333\slmult0 \*\tx1493\fs20\cf0\f0\charscalex100 {y}\tab \fs26\cf0\f1\charscalex100 {Senior Citizens Savings Scheme, 2004 }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf

0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0\fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0

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\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pa

rd\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-306\slmult0 \fs32\cf0\f2\charscalex100 {what is the profitability For you through CRM process:}\fs32\cf0\f2\charscalex100 { }\par\pard\li773\ri0\sl-373\slmult0 \fs26\cf0\f1\charscalex100 { Yes we get profitability through crm process.The profitability are as follows : }\par\pard\sect\sectd\sbkpage{\shp{\*\shpinst\shpleft1586\shptop1760\shpright5640\shpbottom1800\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2054\shpz0\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}

{\sp{\sn geoRight}{\sv 4054}}{\sp{\sn geoBottom}{\sv 40}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,40);(4053,40);(4053,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}

{\sp{\sn fLayoutInCell}{\sv 1}}}}{\shp{\*\shpinst\shpleft1440\shptop3786\shpright5773\shpbottom3813\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2055\shpz1\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 4333}}{\sp{\sn geoBottom}{\sv 27}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,40);(4333,40);(4333,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}{\shp{\*\shpinst\shpleft1440\shptop6173\shpright5680\shpbottom6213\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2056\shpz2\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}

{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 4240}}

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{\sp{\sn geoBottom}{\sv 40}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,40);(4240,40);(4240,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}

{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}{\shp{\*\shpinst\shpleft1440\shptop9880\shpright3920\shpbottom9906\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2057\shpz3\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}

{\sp{\sn geoRight}{\sv 2480}}{\sp{\sn geoBottom}{\sv 26}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,40);(2480,40);(2480,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}

{\sp{\sn fLayoutInCell}{\sv 1}}}}\pgwsxn15840\pghsxn12240\marglsxn666\margrsxn133\margtsxn666\margbsxn480\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-493\slmult0 \fs20\cf0\f0\charscalex100 {y}{ }\fs30\cf0\f0\charscalex100\b {Customers usage pattern: }\b0 \par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-440\slmult0 \fs26\cf0\f0\charscalex100 {ICICIs CRM data warehouse integrates data from multiple sources and enables users to find outabout }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {the customers various transactions pertaining to savings accounts, credit cards, fixeddeposits, etc. The }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {warehouse also gives indications regarding the customers channel usage. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-346\slmult0 \fs28\cf0\f0\charscalex100 {y}{\super \fs32\up3\cf0\f0\charscalex100\b {N}\b0 }\fs30\cf0\f0\charscalex100\b {ew product development:}\b0 \fs30\cf0\f0\charscalex100\b { }\b0 \par\pard\li773\ri0\sl-213\slmult0\fs18\cf0\par\pard\li773\ri0\sl-400\slmult0 \fs26\cf0\f0\charscalex100 {Analysis at ICICI guide product development and marketing campaigns through Behaviour Explorer, }\par\pard\sect\sectd\sbknone\pgwsxn15840\pghsxn12240\marglsxn666\margrsxn133\cols2\colno1\colw8026\colsr-0\colno2\colw7013\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {whereby customer profiling can be undertakenby using }\par\column\pard\li0\ri0\sl-320\slmult0 \*\tx920\fs24\cf0\f0\charscalex100\i {ad hoc }\i0 \tab \fs26\cf0\f0\charscalex100 {queries. The products thuscreated }\par\pard\sect\sectd\sbknone\pgwsxn15840\pghsxn12240\marglsxn666\margrsxn133\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {take into account the customers needs and desires, enabling the bank to satisfy customers through

}\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {better personalization and customization of services. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-386\slmul

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t0 \fs28\cf0\f0\charscalex100 {y}{ }\fs30\cf0\f0\charscalex100\b {Central data management:}\b0 \fs30\cf0\f0\charscalex100\b { }\b0 \par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-400\slmult0 \fs26\cf0\f0\charscalex100 {The initial implementation of CRM allowed ICICI to analyse its customer database,which includes }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {information from eight separate operations systems including retail banking, bonds, fixed deposits, retail }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f0\char

scalex100 {consumer loans, credit cards, custodial services, online share trading and ATM. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-466\slmult0 \fs30\cf0\f0\charscalex100\b {CRM PROCE}\b0 \fs32\cf0\f0\charscalex100\b {SS}\b0 { }\fs32\cf0\f0\charscalex100\b {:}\b0 \fs32\cf0\f0\charscalex100\b { }\b0 \par\pard\sect\sectd\sbknone\pgwsxn15840\pghsxn12240\marglsxn666\margrsxn133\pard\sect\sectd\sbkpage{\shp{\*\shpinst\shpleft1440\shptop3720\shpright6160\shpbottom3746\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2058\shpz0\shpbxpage\shpbypage

{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 4720}}{\sp{\sn geoBottom}{\sv 26}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,26);(4720,26);(4720,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}

{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}{\shp{\*\shpinst\shpleft1440\shptop10746\shpright3613\shpbottom10786\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2059\shpz1\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 2173}}{\sp{\sn geoBottom}{\sv 40}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,26);(2173,26);(2173,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 0}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}\pgwsxn15840\pghsxn12240\marglsxn666\margrsxn13

3\margtsxn666\margbsxn360\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-440\slmult0 \fs26\cf0\f1\charscalex100 {The CRM process is the m

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ost influential customer oriented strategy of the decade. Despite its humble origins it }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charscalex100 {has evolved into a relatively complex strategy. The essentials of a CRM program includefocus, commitment to }\par\pard\li773\ri0\sl-333\slmult0 \*\tx7373\fs26\cf0\f1\charscalex100 {CRM goals and above all a desire to be customer focused. }\tab \fs26\cf0\f1\charscalex100 {H}{ }\fs26\cf0\f1\charscalex100 {ere's how the CRM process actually works in an }\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f1\charsc

alex100 {organization. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-360\slmult0 \fs22\cf0\f0\charscalex100\b {A}\b0 { }\fs26\cf0\f0\charscalex100\b { look at the steps in the CRM process:}\b0 \fs26\cf0\f0\charscalex100\b { }\b0 \par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-360\slmult0 \fs26\cf0\f0\charscalex100 {1.Establishing CRM goals. }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {2.Educating other departments. }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {3.Assembling customer information. }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {4.Designing the data model. }\par\pard\li773\ri0\sl-320\slmult0 \fs24\cf0\f0\charscalex100 {5.Vendor study . }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f0\charscalex100 {6.Selecting the CRM solution. }\par\pard\li773\ri0\sl-32

0\slmult0 \fs26\cf0\f0\charscalex100 {7.Establishing authority & responsibility.}\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {8.Pilot projects. }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {9.Communication with customers through direct mail , electronic }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {mail etc. }\par\pard\li773\ri0\sl-333\slmult0\fs26\cf0\f0\charscalex100 {10.Customer surveys. }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {11.Customer satisfaction program. }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {12.Collection of customer information. }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {13.Provision of customer information to employees. }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {14.Usage of customer information in the business activities. }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {15.Feedback. }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {16.Anal

yze. }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {17.Documenting a new process. }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f0\charscalex100 {18.Implementing final methodology. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-426\slmult0 \*\tx2480\fs24\cf0\f0\charscalex100\b {CRMPURPO}\b0 \tab \fs26\cf0\f0\charscalex100\b {S}\b0 { }\fs24\cf0\f0\charscalex100\b {E:}\b0 \fs24\cf0\f0\charscalex100\b { }\b0 \par\pard\sect\sectd\sbkpage{\shp{\*\shpinst\shpleft1440\shptop10066\shpright7960\shpbottom10093\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2060\shpz0\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 6520}}{\sp{\sn geoBottom}{\sv 27}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,13);(6520,13);(6520,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 1}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}

{\sp{\sn fLayoutInCell}{\sv 1}}}}\pgwsxn15840\pghsxn12240\marglsxn666\margrsxn133\margtsxn666\margbsxn440\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pa

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rd\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-346\slmult0 \fs26\cf0\f0\charscalex100 {The purpose forengaging in customer relationship management could be to increase marketing }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {efficiency like achieving lower distribution cost, streamlining order processing or it could be to increase }\par\pard\li773\ri0\sl-333\slmult0 \fs26\cf0\f0\charscalex100 {marketing effectiveness by building customer loyalty and commitment, personalizing the m

arket }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {offeringsetc. effectiveness means completing the job we set outto efficiency means usingthe least }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {amountof resources to do the job. It isvery difficult to achieve a balance between the two. Whatever the }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100 {purpose the organization must decide the need and the specific requirement from the customer }\par\pard\li773\ri0\sl-320\slmult0 \fs26\cf0\f0\charscalex100{relationship management process. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li7

73\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-320\slmult0 \fs32\cf0\f1\charscalex100 {What is processes for delivering CRM in your bank}\fs32\cf0\f1\charscalex100 { }\par\pard\sect\sectd\sbkpage

{\shp{\*\shpinst\shpleft1440\shptop4706\shpright4600\shpbottom4733\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2061\shpz0\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 3160}}{\sp{\sn geoBottom}{\sv 27}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,13);(3160,13);(3160,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 1}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}{\shp{\*\shpinst\shpleft1440\shptop6586\shpright7693\shpbottom6613\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2062\shpz1\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}

{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 6253}}{\sp{\sn geoBottom}{\sv 27}}

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{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,13);(6253,13);(6253,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}

{\sp{\sn fLine}{\sv 1}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}{\shp{\*\shpinst\shpleft1440\shptop10320\shpright3360\shpbottom10346\shpfhdr0\shpwr3\shpwrk0\shpfblwtxt1\shplid2064\shpz3\shpbxpage\shpbypage{\sp{\sn shapeType}{\sv 0}}{\sp{\sn fFlipH}{\sv 0}}{\sp{\sn fFlipV}{\sv 0}}{\sp{\sn rotation}{\sv 0}}{\sp{\sn geoRight}{\sv 1920}}

{\sp{\sn geoBottom}{\sv 26}}{\sp{\sn shapePath}{\sv 4}}{\sp{\sn pVerticies}{\sv 8;5;(0,0);(0,13);(1920,13);(1920,0);(0,0);}}{\sp{\sn pSegmentInfo}{\sv 2;12;16384;45824;1;45824;1;45824;1;45824;1;45824;24577;32768}}{\sp{\sn fFillOK}{\sv 1}}{\sp{\sn fFilled}{\sv 1}}{\sp{\sn fillColor}{\sv 0}}{\sp{\sn fLine}{\sv 1}}{\sp{\sn lineColor}{\sv 0}}{\sp{\sn lineType}{\sv 0}}{\sp{\sn fArrowheadsOK}{\sv 0}}{\sp{\sn fBehindDocument}{\sv 1}}{\sp{\sn fLayoutInCell}{\sv 1}}}}\pgwsxn15840\pghsxn12240\marglsxn666\margrsxn13

3\margtsxn666\margbsxn466\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-440\slmult0 \fs26\cf0\f1\charscalex100 {The tools and the processes are as follow . }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-280\slmult0 \fs26\cf0\f1\charscalex100 {@ Customer application form. }\par\pard\li773\ri0\sl-386\slmult0 \fs26\cf0\f1\charscalex100 {@ Centralized software where the whole data is collected. }\par\pard\li773\ri0\sl-400\slmult0 \fs26\cf0\f1\charscalex100 {@ Wide rangeof offering. }\par\pard\li773\ri0\sl-386\slmult0 \fs26\cf0\f1\charscalex100 {@Cross . selling and }\par\pard\li773\ri0\sl-400\slmult0 \fs26\cf0\f1\charscalex100 {@ Feedback forms.}\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-266\slmult0 \fs26\cf0\f1\charscalex100 {Customer application forms}{ }\fs18\cf0\f1\charscalex100 { : }\par\pard\li773\ri0\sl-400\slmult0 \fs26\cf0\f1\charscalex100 {Bank collects all thedata from customer application form and gets the personalized information to know which }\par\pard\li773\ri0\sl-386\slmult0 \fs26\cf0\f1\charscalex100 {productto offer to which customer. This process helps in collecting the data and knowing what the customer }\par\pard\li773\ri0\sl-400\slmult0 \fs26\cf0\f1\charscalex100 {wants. }\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-213\slmult0 \fs18\cf0\par\pard\li773\ri0\sl-266\slmult0 \fs26\cf0\f1\charscalex100 {Centralized software where the whole data is collected}\fs26\cf0\f1\charscalex100 {:}\par\pard\li773\ri0\sl-400\slmult0 \fs26\cf0\f1\charscalex100 {The datacollected through customer application forms is av