The objective of this project is to study the CRM of Centurion Bank of Punjab. In the present scenario the monopoly of public sector banks is over and the private players are competing tough to make a position in the market.
In the present scenario all the major Players of International market are making their presence in India. To name a few Barclays, Standard Chartered, ABN AMRO, HSBC.
So the main objective is to study the CRM strategy of Centurion of Punjab which in recent past as made its presence by merging two banks Bank of Punjab and Lord Krishna bank is making a presence in the Indian Market. How this bank is competing with both the public sectors bank and Private International players and to know the strategies adopted by this developing private bank.
The research methodology will be exploratory in nature and will involve getting a feel of the situation and lays emphasis on the discovery of ideas and possible insights as per the objective of the thesis.
TABLE OF CONTENTS
Abstract Certificate from Guide Thesis Approval Letter Thesis Synopsis Acknowledgement
Chapter-1: Introduction About HDFC Bank About Centurion Bank of Punjab The Merger Objective of the Study Research Methodology Data Collection
Chapter-2: Literature Review Definition Of CRM Strategy Technology Considerations Why CRM The CRM Value Chain CRM Business Cycle Changing Approach of CRM What is the Customer Life Cycle? Finding the Customer Building Value for the Customer E-Loyalty Advantages of CRM Customer Lifecycle Care Building Blocks Endpoint Key Metrics for Measuring Success
Chapter-3: Secondary Research Findings Developments in Banking in Net Age Analysis of Various Banks Strategies for Retail Banking Growth Retail Banking Through Segmentation http://www.projectguru.in
SWOT Analysis of Retail Banking Challenges in Banking Sector
Chapter-4: Primary Research Findings Chapter-5: Conclusion References
ABOUT HDFC BANK
Promoted in 1995 by Housing Development Finance Corporation (HDFC), India's leading housing finance company, HDFC Bank is one of India's premier banks providing a wide range of financial products and services to its over 11 million customers across over three hundred cities using multiple distribution channels including a pan-India network of branches, ATMs, phone banking, net banking and mobile banking. Within a relatively short span of time, the bank has emerged as a leading player in retail banking, wholesale banking, and treasury operations, its three principal business segments. The bank's competitive strength clearly lies in the use of technology and the ability to deliver world-class service with rapid response time. Over the last 13 years, the bank has successfully gained market share in its target customer franchises while maintaining healthy profitability and asset quality. As on December 31, 2007, the Bank had a network of 754 branches and 1,906 ATMs in 327 cities. For the quarter ended December 31, 2007, the bank reported a net profit of Rs. 4.3 billion, up 45.2%, over the corresponding quarter of previous year. Total deposits were Rs. 993.9 billion, up 48.9% over the corresponding quarter of previous year. Total balance sheet size too grew by 46.7% to Rs.1,314.4 billion.
ABOUT CENTURION BANK OF PUNJAB
Centurion Bank of Punjab is one of the leading new generation private sector banks in India. The bank serves individual consumers, small and medium businesses and large corporations with a full range of financial products and services for investing, lending and advice on financial planning. The bank offers its customers an array of wealth management products such as mutual funds, life and general insurance and has established a leadership 'position'. The bank is also a strong player in foreign exchange services, personal loans, mortgages and agricultural loans....
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