Final Report
on
"CRM for Banks"
(Customer Relationship Management, Term V, PGP 2003-05)

Submitted to:
Prof. J.K. Das

Submitted by:


Indian Institute of Management Lucknow
November 29, 2004


Table of Contents

Executive Summary 3
Introduction 4
CRM Initiatives in Banks 7
Retail Banking: 7
Corporate Banking: 8
CRM Initiatives in Indian Banks 9
CRM Initiatives in Foreign Banks 9
Gap Analysis: CRM Initiatives at Indian Banks 10
Case Study: ICICI Bank 12
Objectives 12
ICICI Bank-Infosys Partnership 12
Implementation of CRM Intiatives 14
CRM Redefines ICICI's Online CRM Objectives: Future Actions 17
Customer Acquisition 17
Service Channel Medium 18
Virtual Community 19
Future Opportunities 20
CRM Packages 22
Conclusion 25

Executive Summary

The various market drivers for the CRM market in India are – need for improved customer service, high global adoption, and reduced product differentiation, capabilities of new technologies and media......

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Title: Retail Marketing
Approximate Word Count: 6446
Approximate Pages: 26 (250 words per double-spaced page)

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