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Customer Relationship Management with respect to Recurring Deposit Account
of SBI and ICICI. INTRODUCTION OF TOPIC TOPIC To make ...
... Receivable, Accounting, Claim Overpayment, Customer care service ... o Retains
decision-making, therefore relationship with TPSP ... in terms of management's time and ...
... various services for configuration, control, and management of the ... only by a vendor
with a close relationship and intimate knowledge of the customer. ...
... rights to break away from the relationship with Standard ... internal reports for the
top management and auditors ... fast-growing bank increasing its customer base by ...
... chain management, developing vendor relationship quality customer ... that facilitate
multi-channel customer relationships, point ... at the middle-management level. ...
Submitted by deep123 on August 13, 2007
Category: Business
Words: 10513 | Pages: 43
Views: 562
Popularity Rank: 14,122
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INTRODUCTION OF TOPIC
TOPIC
To make comparative analysis of Customer Relationship Management with respect to Recurring Deposit Account of SBI and ICICI.
INTRODUCTION
Aim of Customer Relationship Management is to produce Customer Equity. Three major drivers of customer equity are:
1. Value Equity: This measures the customer perception about benefits relative to its cost. The sub drivers of value equity are quality, price and convenience.
2. Brand Equity: Customer’s subjective and intangible assessment of the brand beyond the objectively perceived value. The sub drivers are customer brand awareness, customer attitude towards the brand, customer perception of brand ethics
3. Relationship Equity: Customers tendency to stick to the brand above and beyond the objective and subjective assessment of its worth .Sub drivers of relationship equity includes loyalty programs, community building programs and knowledge building program.
BASIS OF COMPARISONS
With the aim to make comparative analysis between the two Banks with respect to Recurring Deposit facilities, is done considering following factor:
• Dissatisfaction level of customer
• Reinforced customer
• Convenience
• Benefit and facility
• Increase in customer revenue
Customer-Product profitability analysis is to compare the most profitable segment for the bank.
INTRODUCTION OF CRM
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