A Study on Implementing Customer Behaviour in Idbi Bank.

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SRM UNIVERSITY

(Under section 3 of UGC Act 1956)
A STUDY ON IMPLEMENTING CUSTOMER RELATIONSHIP MARKETING IN IDBI

A project report submitted in partial fulfillment of the Degree of master of business administration

Submitted by
MOHAMED DHASHNEEM.J
3511010035

Under the guidance of
Asst.Prof.Mrs Chithra
SRM SCHOOL OF MANAGEMENT
FACULTY OF ENGINEERING AND TECHNOLOGY
KATTANKULATHUR – 603203
CONTENT
CHAPTERS| PARTICULARS| PAGE NO|
| LIST OF TABLES| i|
| LIST OF FIGURES| ii|
| ABSTRACT| iii|
1| INTRODUCTION| 1|
2| A FRAMEWORK FOR CUSRTOMER RELATIONSHIP MARKETING 2.1 Creating a customer database 2.2 Analysing the data 2.3 Customer selection 2.4 Target the customers 2.5 Relationship programs 2.6 Customer services| 4567889| 3| REALIONSHIP MARKETING STRATEGIES 3.1 Core Service Strategy 3.2 Relationship Customization 3.3 Service Augmentation 3.4 Relationship Pricing 3.5 Internal Marketing | 111212131415| 4| “CRM THE NEW FACE OF MARKETING” IN THE BANK IN SECTOR| 17| 5| IMPLEMENTING CRM IN IDBI BANKS 5.1 Bank History 5.2 Steps taken by Bank for increasing CRM i. Offering Vs. CustomerClassification ii. Sticking to Exiting Clients iii. How to Retain a Customer iv. Information needed for an Effective CRM Solution 5.3 Need of the study 5.4 Research objectives| 2123232425252728| 6| COMPEARTIVE STUDY OF BANK’s PROFILES 6.1 HDFC Bank 6.2 ICICI Bank 6.3 Punjab National Bank| 29303133| 7| REVIEW OF LITERATURE| 36|

8| DATA COLLECTION METHOD 8.1 Research approach 8.2 Sampling plan 8.3 Limitation of the study| 39404042| 9| DATA ANALYSIS AND INTERPRETATION | 43|
10| FINDING ,RECOMMEDATION AND CONCLUTION| 63|
11| BIBLIOGRAPHY| 568|
12| QUESTIONAIRE| 70|

LIST OF TABLE
TABLE NO| PARTICULARS| PAGE NO|
9.1| Age wise distribution of respondents| 36|
9.2| Occupation wise distribution of Respondents| 37|
9.3| Qualification wise distribution of respondents| 38| 9.4| Income wise distribution of Respondents| 39|
9.5| No. Of customers in various Banks | 40|
9.6| Length of relation (%age)| 41|
9.7| Service Accessed by Respondent (%age)| 42|
9.8| Rating of the services (weighted Average)| 44|
9.9| General  Environment Of The Banks (weighted Average) | 45| 9.10| Total time taken for transactions of HDFC Bank (% age)| 46| 9.11| Total time taken for transactions of ICICI Bank (%age) | 47| 9.12| Total time taken for transaction of PNB (%age) | 48| 9.13| Response regarding the problems (%age)  | 49|

9.14| Problems as faced by the respondents | 50|
9.15| Percentage of Respondents going for each scale for banks (%age)| 51| 9.16| Suggestions given by Respondents (%age)| 52|
LIST OF FIGURES
Fig. NO| PARTICULARS| PAGE NO|
9.1| Age wise distribution of respondents| 36|
9.2| Occupation wise distribution of Respondents| 37|
9.3| Qualification wise distribution of respondents| 38| 9.4| Income wise distribution of Respondents| 39|
9.5| No. Of customers in various Banks | 40|
9.6| Length of relation (%age)| 41|
9.7| Service Accessed by Respondent (%age)| 42|
9.8| Rating of the services (weighted Average)| 44|
9.9| General  Environment Of The Banks (weighted Average) | 45| 9.10| Total time taken for transactions of HDFC Bank (% age)| 46| 9.11| Total time taken for transactions of ICICI Bank (%age) | 47| 9.12| Total time taken for transaction of PNB (%age) | 48| 9.13| Response regarding the problems (%age)  | 49|

9.14| Problems as faced by the respondents | 50|
9.15| Percentage of Respondents going for each scale for banks (%age)| 51| 9.16| Suggestions given by Respondents (%age)| 52|

CHAPTER 1
INTRODUCTION

1. INTRUDUCTION
 
MEANING OF CRM 
      The need to...
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