Customer Relationship Management in Banks

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PROJECT REPORT

ON

CUSTOMER RELATIONSHIP MANAGEMNT INITIATIVES BY HDFC BANK LTD

[pic]

By

Name – Rahul Sharma

Batch- 2011-2013

Roll No. - FT-FS-11-337

SUBMITED TO

Ms. SANCHITA GHOSH

IILM GRADUATE SCHOOL OF MANAGEMENT

GREATER NOIDA

INTRODUCTION

HDFC is India's premier housing finance company and enjoys an impeccable track record in India as well as in international markets. Since its inception in1977, the Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities. With its experience in the financial markets, a strong market reputation, large shareholder base and unique consumer franchise, HDFC was ideally positioned to promote a bank in the Indian environment

HISTORY OF THE ORGANIZATION

If ever there was a man with a mission it was Hasmukh bhai Parekh, Founder and Chairman-Emeritus, of HDFC Group. HDFC BANK LTD was amongst the first to set up a bank in the Private sector. The Housing Development Finance Corporation Limited (HDFC) was  Amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as Part of the RBI's liberalization of the Indian Banking Industry in 1994.

ABOUT HDFC BANK

The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank Commenced operations as a Scheduled Commercial Bank in January 1995.

HDFC is India's premier housing finance company and enjoys an Impeccable track record in India as well as in international markets. Since its inception in 1977, the Corporation has maintained a Consistent and healthy growth in its operations to remain the market leader in mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities. With its experience in the financial markets, a strong market reputation, large shareholder base and unique consumer franchise, HDFC was ideally positioned to promote a bank in the Indian environment.

HDFC Bank began operations in 1995 with a simple mission to be a world class Indian bank and realized that only a single minded focus on product quality and service excellence would help them get there. Today, HDFC BANK is proud to say that they are well on their way towards that goal. For the fourth year in a row , HDFC BANK has made it to the prestigious Forbes Asia’s Fabulous 50 List of Companies, chosen from 910 publicly traded (listed) companies in Asia Pacific with revenues or market capitalization in excess of $3billion (INR 14,400 crores)

ABOUT CUSTOMER RELATIONSHIP MANAGEMENT

CRM (customer relationship management) is an information industry term for methodologies, software’s, and usually internet capabilities that help an enterprise manage customer relationships in an organised way. For example, an enterprise might build a database about its customers that describe the relationships in sufficient detail so that management, salespeople, people providing service, and perhaps the customer directly could access information, match customer needs with products plans and offerings, reminds customers of service requirements, know what other products a customer had purchased, and so forth. The essence of the information technology revolution and, in particular, the World Wide Web is the opportunity to build better relationships with customers than has been previously possible in the offline world. By combining the abilities to respond...
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