CUSTOMER RELATIONSHIP MANAGEMENT
GROUP MEMBERS
ANKUR SINGH CHAUHAN -05RENITA COUTINHO -06ANKITA JAIN -16FORUM KARIA -18SNEHA MEHTA -26AMRITA MENON -28SELVALAXMI HARIDAS -42
INTRODUCTION
MANAGEMENT HIERARCHYof DENA BANK
1.What is USP(Unique Selling Point) of your bank?
DENA BANK- Branches itself are their USP.
HDFC BANK- Personalized touch.- Greet their customers properly.- Confront them.
2.Why should CRM system be chosen? What advantages does it provide?
- Attract more customers.- Satisfaction of customers.
DENA BANK- KYC (KNOW YOUR CUSTOMER NORMS)- CBS (CORE BANKING SOLUTIONS) HDFC BANK- Record of individual customers.
3.How Does Your CRM Co-ordinate With Your Customers?
DENA BANK- Each & Every staff is a CRM executive.
HDFC BANK- Email- Writings- Personnels of HDFC
4. How Does CRM Influence The Service Quality Of Banks?
DENA BANK- Branches are more, manpower is less.
HDFC BANK- Complaint is treated as a query.
5. How Much Effort Do You Take To Improve The CRM Structure?
DENA BANK- Customer meetings.- Suggestions are considered.
HDFC BANK- Suggestions are considered.- Feedback system is automated.
6. What Is The Strongest Point – PPT?
DENA BANKi. Peopleii. Processiii. Technology
HDFC BANKi. Technologyii. Peopleiii. Process
7.How does your bank differ in the CRM from the other bank ?
DENA BANK- Same CRM Structure
HDFC BANK- No Competitors.
8.What are the expectations from CRM for next five years?
DENA BANK- Good business - State of art technology.- Quality customers.- Customer delight.
HDFC BANK- No walk in customers- Tele banking
9.Do you ask your customers for feedback or suggestion regarding CRM?
DENA BANK- Meetings are held.
HDFC BANK- Tool - customer increases.
10.Is e-CRM beneficial for banks and their customers? How?
DENA BANK- YES, through Internet-Banking.
HDFC BANK- YES, through Tele-Banking.
11. Do you think CRM is the essence of banking?
DENA BANK- YES.- Customer oriented.- Vital in nature.
HDFC BANK- YES.
12. Which software do you use?
DENA BANK- YES.- S.A.A.S
HDFC BANK- YES.- Mixture of both “Demand Computing” and
“Cloud Computing”
13. Do you feel failure in information technology is a failure in CRM?
DENA BANK- YES.- Machine driven replacing Journals and ledgers.
HDFC BANK- YES.- 70% failure
14. What do you feel is important in CRM? Customer Satisfaction or Customer Retention?
DENA BANK- Customer Satisfaction leads to Customer
Retention.
HDFC BANK- Customer Retention is the proof of Customer
Satisfaction.
15. What type of customers do you have?
CONCLUSION
Customer Relationship Management of DENA BANK is Better than HDFC BANK
THANK YOU
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