CUSTOMER

RELATIONSHIP
MANAGEMENT

MEMBERS
Name
Roll No.
Shakuntala Sharma
45
Nikita Vaz
47
Rahul Makwana
53
Samreen Sayyed
54
Jason Fernandes
56
Rollisha Dsouza
59

INTRODUCTION

Bank of Baroda is an Indian state-owned banking and

financial services company headquartered in Vadodara
(earlier known as Baroda) in Gujarat, India.

It is the second-largest bank in India, after State Bank of

India, providing a wide range of banking products and
financial services to corporate and retail customers.

In addition to its headquarters in its home state of Gujarat, it

has a corporate headquarters in the Bandra-Kurla Complex in
Mumbai.

Based on 2014 data, it is ranked 801 on Forbes Global 2000

list.

It has total assets in excess of 3.58 trillion, a network of

5307 branches in India and abroad, and over 8000 ATMs.

FACTS
Type

Public Bank

Tradedas

BSE :532134

Industry

Banking, Financial services

Founded

20July1908

Founder

Maharaja Sayajirao Gaekwad

Headquarters

Vadodara (Baroda), Gujarat, India

Area served

Worldwide

Key people

P S Jayakumar (Chairman & MD)

Products

Credit cards, consumer banking, corporate

banking, finance and insurance, investment
banking, mortgage loans, private banking,
private equity, wealth management

Owner

Government of India

Website

www.bankofbaroda.com

GROWTH OF THE BANK

Stock prices have been fluctuating

Stock prices crashed from 1050 per share to 215
per share around the end of last year
It has been plummeting ever since
Failing to stay in the 200 zone and falling to the
165 - 185 zone.

CRM
Customer Relationship Management
(CRM) is an approach to managing a company's interaction with
current and future customers. It often involves using technology
to organize, automate, and synchronize sales, marketing,
customer service, and technical support.

WHAT IS CRM ?

Business Strategy that aims to understand, anticipate and

manage customers

Comprehensive Approach providing seamless integration

of every area of business.

Shift from traditional marketing

Also, replaces relationship marketing (RM).

PURPOSE

Retention of customers

Acquisition of customers

Reduce Cost of operation

IMPORTANCE

Client Management
Profitability Tracking
Regulatory Compliance
Sale Strategy
Customer Service Improvement

TYPES OF CRM

Operational CRM
Collaborative CRM
Analytical CRM

STRATEGICALLY SIGNIFICANT CUSTOMERS

High future life-time value customers

High volume customers
Benchmark customers
Inspirations
Door Openers

Eg. Important Customer

INFORMATION TECHNOLOGY & CRM

IT plays a pivotal role in CRM

Helps to increase customer value and their profitability

Helps to offer targeted customer services as per their needs

Helps to provide value to the customer

Helps to increase customer loyalty

BENEFITS OF CRM

Efficiency
Collaboration
Data
Increased Accountability
Increased Customer Relations
Increased Customer Revenues
Maximize up selling and cross selling
Better Internal Communication
Optimize Marketing
Improved Customer Experience

CRM IN BANK OF BARODA

Bank of Baroda uses FINACLE a core banking software

package developed by Indian technology corporation
Infosys. It is used by multiple banks across several
countries, it can handle multi-currency transactions.
Finacle offers a suite of products, which are periodically
evaluated by independent research firms like Forrester.

Competitor Flexcube by Oracle which provide wide

range of banking solutions and is another widely
recognised package.

VIEWS FROM THE ANALYST COMMUNITY

ON FINACLE

Termed as a long term leader by forrester for offering

comprehensive banking functionalities
Positioned as the leader in Gartner Magic Quadrant for
International Retail Core Banking in Nov 2014
Noted as a leader by the IDC Financial Insights in its
new IDC Market Scape report
Finacle Mobile Banking and e-Banking solutions were
rated as Best-in-Class for security and authentication
capabilities and enterprise support, in a report
published by CEB TowerGroup analysts

FEEDBACK FROM THE EMPLOYEES

This is a summary of the feedbacks we received from the
employees
With the software, customer can withdraw or deposit
between any branch
Alternate delivery channels are provided

70-150 customers visit the branch on a daily basis

The benefit of BOB over other banks is the coordial
behavior of staff and prompt service to customers
They encourage to use e banking services
No net banking charges to customers so as to
encourage them
New and modern updated website
Banners to provide information to customers

FEEDBACK ON THE EMPLOYEES

This is our take on the employees from what we learned
from our visit to the bank.
The Manager of the bank didnt know what CRM is!
(Santa Cruz)
The Employees at the Turner road branch have a weird
way of passing down information.
The Clerks at the Santa Cruz branch are cool, but the
ones at Turner Road can recite maaaaad Hindi poems
The folks over at Pali dont have much work with
customers
Language and tone of managers.

FEEDBACK FROM THE CUSTOMERS

This is a summary of the feedbacks we received from the

customers
Mostly customers were satisfied with their services and
products and with the bank as a whole
In terms of customer assistance and sales or phone
banking staff the customers rated it excellent
They appreciated the problem solving capabilities of
the bank
They did not recommend using the internet

FEEDBACK ON THE CUSTOMERS

This is our observation on the customers of the bank
Most of the customers belong to the middle class
Scared to give negative feedback
Most are new to concept of E-Banking
Both types of customers were seen i.e those who use
technology and those who prefer face to face
communication.
On one visit, the systems were down. We saw a lot of
agitated and irritated customers.
Very few were seen using the electronic oass book
printer.
There was no special service to assist the customers to
use technology

CONCLUSION

THENKS 4 VIEW

FIN.