UNIVERSITY OF MUMBAI

CUSTOMER RELATIONSHIP MANAGEMENT IN BANKS

BACHELOR OF COMMERCE BANKING & INSURANCE

SEMESTER V (20011-2012)

SUBMITTED

IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF DEGREE OF BACHELOR OF COMMERCE -BANKING AND INSURANCE.

BY CHARITRA KUMAR MEHTA ROLL NO: 16

SHANKAR NARAYAN COLLEGE OF ARTS, COMMERCE AND BBI

NAVGHAR, MAHAVIDYALAYA MARG, BHAYANDAR(E), THANE 401105.

SHANKAR NARAYAN COLLEGE OF ARTS, COMMERCE AND BBI NAVGHAR, MAHAVIDYALAYA MARG, BHAYANDAR(E), THANE 401105.

CERTIFICATE
This is to certify that Shri/Mr. CHARITRA KUMAR MEHTA of B.Com. Banking and Insurance Semester V (2011-12) has successfully completed the project on CRM IN BANK under the guidance of Prof. RAM SIR.

Course Co-Ordinator

Principal

Project Guide/Internal Examiner

External Examiner

DECLARATION
I Mr. CHARITRA KUMAR MEHTA. the student of B.Com. Banking & Insurance Semester V (2011-12) hereby declare that I have completed the project on CRM IN BANK. The information submitted is true and original to the best of my knowledge. SIGNATURE OF STUDENT CHARITRA KUMAR MEHTA ROLL NO: 16

ACKNOWLEDEMENT
SHRI SHANKAR NARAYAN COLLEGE OF ARTS, COMMERCE AND BBI (BANKING & INSURANCE)

I would like to thank my project guide Prof. RAM SIR for helping & inspiring me at every stage of this project , for motivating me & giving me accesss to such valuable information, without which my project would be incomplete. I am highly obliged to acknowledge our Principal Dr. YADAV for giving me an opportunity to conduct a detail study & analysis of topic relevant to my project. I would also like to thank Prof. VIVEK SIR, co-ordinator who has shaped my understanding though his rich & varied contribution. I also thank for her encouraging feedback that has sustained my spirits.

I am very grateful to and would like to thank my Family and other Professors of my college for having helped me day in & day out. I am also thankful to my friends for their continuous help in making the project. I also thank our Library Staff for providing appropriate book on right time. These people have immensely helped me in getting the correct & up to date information required for the making of this project. This project report is the combination of the efforts of all the above mentioned people & myself. I have carried out sincere efforts on my part of make this.

CHARITRA KUMAR MEHTA

SUMMARY
Technology innovation and severe competition among existing banks have enabled a wide array of banking products and services, being made available to retail and wholesale customers through an electronic distribution channel, collectively referred to as E-BANKING. The integration of e-banking applications with legacy systems implies an integrated risk management approach for all banking activities of a banking institution. Banks have traditionally been in the forefront of harnessing technology to improve product and efficiency. The major deriving forces behind the rapid spread of e-banking are its acceptance as an extremely cost-effective delivery channel. But on the flip side, it is associated with risks such as reputation risk, security risk, cross-border risk and strategic risk, which are unique to e-banking. Internet has created plenty of opportunities for players in the banking sector. While the new entrants have advantage of latest technology, the goodwill of the established banks give them a special opportunity to the online world.