Crm in Bank

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CUSTOMER
RELATIONSHIP
MANAGEMENT IN BANKS
WITH REFERENCE TO
CORPORATION BANK

INDEX

CHAPTER NO.| | TOPIC| PAGE NO|
1| | CORPORATION BANK| |
| 1.1| HISTORY| |
| 1.2| 2 100 YEARS OF BANKING| |
2| | CUSTOMER RELATIONSHIP MANAGEMENT| |
| 2.1| INTRODUCTION| |
| 2.2| MEANING OF CRM| |
| 2.3| GOALS OF CRM| |
3| | CUSTOMER RELATIONSHIP MANAGEMENT IN BANKS| |
| 3.1| INTRODUCTION| |
| 3.2| OBJECTIVES OF CRM IN BANKS| |
| 3.3| NEED OF CRM IN BANKS| |
| 3.4| CRM STRATEGIES| |
4| | CUSTOMER RELATIONSHIP MANAGEMENT IN INDIAN BANKS| | | 4.1| CRM IN INDIAN BANKS| |
| 4.2| IMPORTANCE OF CRM IN INDIAN BANK| |
| 4.3| 3IMPLEMENTATION OF CRM IN INDIAN BANKS | |
| 4.4| CUSTOMERS RELATIONSHIP MANAGEMENT– A NEW MANTRA IN INDIAN BANKING | | | 4.5| CRM PRINCIPLES| |
5| | BENEFITS OF CRM| |
| 5.1| BENEFITS OF CRM TO BANKS| |
| 5.2| BENEFITS OF CRM TO CUSTOMERS| |
6| | CHALLENGES FOR CRM IMPLMENTATION | |
| 6.1| CHALLENGES FACED BY BANKS IN SUCCESSFUL IMPLEMENTATION OF CRM | | | 6.2| METHOD OF EFFECTIVE CRM IMPLEMENTATION| |
7| | RECOMMENDATION| |
8| | CASE STUDIES ON CRM| |
9| | CONCLUSION| |
10| | BIBLIOGRAPHY| |

1. CORPORATION BANK

Corporation Bank (BSE: 532179, NSE: CORPBANK) is an India-based banking company based in Mangalore, India. The bank was founded with an initial capital of Rs. 5000 (USD 100), and first day’s canvassed resources of less than one USD 1, has currently (31 March 2004) 12,724 full time employees, and operates from several branches in India. The Bank is a Public Sector Unit with 57.17% of Share Capital held by the Government of India. The Bank came out with its Initial Public Offer (IPO) in October 1997 and 37.87% of Share Capital is presently held by the Public and Financial Institutions. The Bank’s Net Worth stood at Rs.3,054.92 crores as on 31 March 2005.

The bank has the distinction of the first Indian bank to publish its financial results (1998-99) conforming to US GAAP  
 
 
 
 
 
 

1.1 HISTORY

Corporation Bank, the oldest banking institution in the erstwhile undivided Dakshina Kannada(Mangalore) District of Karnataka and one of the oldest banks in India, was founded in 12th March 1906 in the Temple Town of Udupi, by a small group of philanthropists led by Khan Bahadur Haji Abdulla Haji Kasim Saheb Bahadur. The need to start this bank was felt because there was no such facility at Udupi, an important trading centre next to Mangalore in D.K. District. The indigenous banking was largely in the hands of a few rich private individuals and something had to be done to provide relief to the common man from the clutches of the money lenders who held full sway. The first branch of a modern bank established in the district was the Bank of Madras, one of the three Presidency Banks, which set up its office in Mangalore in 1868 largely to cater to the business needs of a few British firms dealing in export of plantation products. Its agent used to visit Udupi once a fortnight or so, to do banking. Money remittances had to be made only through postal medium.

To overcome these drawbacks and also to provide banking facilities for Udupi in particular and the district in general, a cosmopolitan group of philanthropists led by Haji Abdulla Saheb made a bold venture to start this institution. What inspired the founding fathers was the fervour of Swadeshism. For promoting the Bank , the Founder President made an appeal saying , " The primary object in forming the ‘Corporation' is not only to cultivate habits of thrift amongst all classes of people , without distinction of caste or creed, but also habits of co-operation amongst all classes. This is ‘swadeshism', pure and simple and every lover of the country is expected to come forward and co-operate in achieving the end in view." They rightly defined Swadeshism as...
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