Description
It takes case of ICICI Bank credit cards division and Yes Bank Wholesale Banking. It covers basics of sales from financial perspective.
Sales Management in Financial Institutions
ICICI BANK – CREDIT CARDS YES BANK – WHOLESALE BANKING
Agenda
2 Introduction – Industry overview, ICICI bank overview Credit cards Sales & Marketing hierarchy, job descriptions Sales Process
Sales forecast, Quotas & Sales targets, Sales force Set-up,
Territory Management Recruitment, Monitoring & evaluation, Compensation, Key account management, Distribution channels, Customer Support system A glimpse of Sales process in Wholesale Banking
Financial Services Industry- Overview
Banking Insurance
Investment Banking
Investment Management
Financial Planning
• • •
Securities Analysis Securities Brokerage Securities Trading
Contribution to India’s GDP: 5.8% (approx. $ 700 million)
ICICI Bank - Overview
4
? Large capital base ? Vast talent pool ? Low operating costs ? Technology focus ? Strong corporate
India’s largest private sector bank and one stop financial solutions provider with a diversified business model
relationships
Overview of ICICI
? India's second-largest bank listed in BSE, NSE, ADRs listed on
NYSE ; total assets (US$ 81 billion) and PAT (US$ 896 million) for the year ended March 31, 2010.
? Network of 2,016 branches and about 5,219 ATMs in India and
presence in 18 countries.
? Offers a wide range of banking products and financial services
to corporate and retail customers through a variety of delivery channels & specialized subsidiaries worldwide.
? Global clients -
A universal banking powerhouse...
6
Retail Financial Services
Car Loans
Corporate Financial Services
Term Loans Project Finance Commercial Bank Investment Bank Venture Capital
Mortgages
Credit Cards Personal loans Deposits Life Insurance Mutual funds
Genl. Insurance
IT Services
Comprehensive Retail Product Offering
?Fixed Deposits ?Bonds ?Demat ?Mutual ?IPOs
Funds
?Resident bank
accounts ?NRI bank accounts ?Kid-e-bank account ?Bank @ campus ?Power Pay ?Credit Card ?Debit Card ?Relief Bonds (9%)
?Auto
Loans ?Consumer Loan ?Personal Loans ?Two Wheeler Loans ?Home Loans
?E-broking ?Bill payments
Insurance ?Life insurance
High potential for cross-selling all ICICI group products
Credit cards at ICICI
? Credit cards are unsecured products, no
collaterals, issued based on instincts & a little customer background checks.
? Earlier about 200 crores of funding, but
due to recession, cut of 80 to 85% in the funds.
? Over 60,000 credit cards issued in one
year of operations
? ICICI Bank offers a variety of credit cards to suit different
transactional needs.
? Premium ? Co-branded ? Preferred ? EMI ? Classic ? Affinity Cards ? Value for Money Cards
10 Introduction – Industry overview, ICICI bank overview Credit cards Sales & Marketing hierarchy, job descriptions Activities done by sales force
Sales forecast, Quotas & Sales targets, Sales force Set-up,
Territory Management, Lead generation, Selling Recruitment, Monitoring & evaluation, Compensation, Key account management, Distribution channels, CRM, Customer Support system A glimpse of Sales process in Wholesale Banking
Sales & Marketing hierarchy
Group Product head of Sales National Sales Manager Zonal Sales Manager
VP Marketing National head Regional Head Marketing Team Senior Marketing Manager Marketing Manager Assistant Manager
Regional Sales Manager Area Sales Manager Sales Manager Senior Sales Officer Sales Officer Sales Team
Junior Sales Officer
Sales & Marketing - Interaction
? Intra team meeting of Sales – once in every 2 days (daily in case of
month ends, year ends, product launches, new campaigns, sales drops etc.) Area Manager heads the meetings.
? Inter team meetings
Sales with Marketing – Once in a fortnight ; to get the market pulse, new campaign launches etc. ? Sales with debt management group – Close association.
?
? Deadlines, Tussles, blame game – depends on the heads how they
tackle the situation. A rift does exist..
Job Descriptions – Sales Personnel
? Sales Officer
? Lead generation to closing
? Direct selling ? Achieving the targets. ? Reports to the sales manager.
? Sales Manager ? Focus about credit quality (to whom are they funding)
? Coordinate with the marketing team, regular inputs
? Coordinating with the marketing team , Field investigation team &
Telephonic investigation team
Technology driven sales architecture
Sales Channels
350 Call Centers Internet Banking 5249 ATMs 2016 Branches
m-Banking
Customer-centric channel structure
Sales Process
1) (DSExecutives) direct approach - keep few people outside 2) Database - no. of bank customers through branches, channels, customers who come for query.. coordinate with the other teams of customer data
3) Cross selling - one executive in branch, when customer walks in, target him
4) Contacts with telecom, IT companies, share data..
5) Direct Sales Agencies – outsourced to agencies like Verizon, Trident. Compliance important. sales executives for door to door, companies etc.. Target for DSAs decided by Area sales managers.
16 Introduction – Industry overview, ICICI bank overview Credit cards Sales & Marketing hierarchy, job descriptions Sales Process
Sales forecast, Quotas & Sales targets, Sales force Set-up,
Territory Management, Lead generation. Recruitment, Monitoring & evaluation, Compensation, Key account management, Distribution channels, Customer Support system A glimpse of Sales process in Wholesale Banking
Sales Forecast
? Forecast - Done by the higher Management. ? Past records, future projections, breakdown for every region, delegation -
incentives decided prior for DSAs
? Targets are set for the entire year, month wise distributed. ? Based on – ? No. of accounts ? Location specific ? Previous Sales ? Current Market Scenario ? Future possible scenario
? Product specific – what is hot, what is not
? Specific segments, collaboration with companies etc. eg. Air Deccan – freq.
flier, Reward points, Shoppings ? Quality of resources
Quotas & Sales Targets
? Direct Selling Agencies :
DSA
• Sets Yearly & monthly targets for DSA • Sets performance based incentives
• Hire Direct selling • Forwards the customers
applications after initial verification to the bank.
agents who do callings & personal selling
• Bank does the rest of the processing.
• Act based on the company compliance rules & stick to targets.
ICICI
ICICI
Quotas & Sales Targets
? Customer Default for 60 days - past due level - bank
has to provision the amount, declare it as an NPA, not able to fund it to the market as per RBI norms.
? Shifting focus from DSAs to Branches. To get a better
customer base, deal with customers directly since, with DSAs default chances are more.
? Dealing with customers directly, online - hired 7500
people this quarter.
Processing of Credit card
? Normal (7-8 days)
Sales Person recommends a case to Operations
Operation dept. captures the request
Field investigation & telephonic investigation
RCU (Risk Containment Unit)
Applications Processing team
Credit Team (decides the credit limit)
Operations team dispatches the card to customer.
? VIP/VVIP (Within 2 days)
Opeartions team takes the case Credit Team decides the limit Operations team dispatches the card.
Territory Management
Belgaum
Sales for the three regions are very good, but since the entire area is small, there are only two sales managers . (One Regional Manager, One Area Manager, 2 Sales Manager)
Karnataka
Hubli
(All territory decisions taken by regional manager)
Dharwad
22 Introduction – Industry overview, ICICI bank overview Credit cards Sales & Marketing hierarchy, job descriptions Sales Process
Sales forecast, Quotas & Sales targets, Sales force Set-up,
Territory Management Recruitment, Monitoring & evaluation, Compensation, Key account management, Distribution channels, Customer Support system A glimpse of Sales process in Wholesale Banking
Recruitment Procedure
? Recruitment of sales person:
1) External hiring - graduate, with min. 45% marks , good communication skills, age - 18 - 30yrs 2) Internal hiring - knowledge about whole process, interest level, recommendations.
? HR conducts the interviews & Sales Managers may or may not be involved in the
process.
? ? ? ? ? ? ?
Trainings – Complete training about product, full knowledge Regular trainings Customer centric/behavioral Restructuring New product launches Targets not achieved
Sales Force Evaluation & Compensation
? Performance reviews – Appraisals done twice a year & promotions
based on performance evaluations. 360degree appraisal, HR takes the final call.
? Quarterly reviews, monthly performance rewards are given.
? Sales people have fixed salaries (approx 30K monthly) & incentives
based on sales are not practiced. But rewards, recognitions, gifts are offered as regular incentives.
25 Introduction – Industry overview, ICICI bank overview Credit cards Sales & Marketing hierarchy, job descriptions Activities done by sales force
Sales forecast, Quotas & Sales targets, Sales force Set-up,
Territory Management, Lead generation, Selling Recruitment, Monitoring & evaluation, Compensation, Key account management, Distribution channels, Customer Support system A glimpse of Sales process in Wholesale Banking
Key Account Management
? Sales Manager directly handles important customers
(with credit limits higher than 1.5 lakhs)
? No cap on how many Key Accounts are managed by a
Sales Manager.
? Key customers classified as VIPs & VVIPs. ? Credit cards are issued within 2 days of requisitions. ? Customer complaints are directly monitored by Sales
managers.
Channel Usage
Call Centre 4%
Internet 4%
Branch 41%
Internet Call 5% Centre 6%
Cops 7%
Branch 35%
DSAs 51%
Apr 2010
Branch Cash Transactions Jan-09 Apr-10 Non Cash Transactions Jan-09 Apr-10 18% 19% 41% 50%
27
DSAs 47%
Jan 2009
Net Nil Nil 9% 6% 7% 5% 10% Nil COPS
DSAs 82% 81% 33% 39%
Call Centres
Customer Support System
? Relationship managers (reports to branch manager) - every branch
deals with customers .
? Sales team works closely with support team also. Complaints registered
by call centers or at branch offices & sorted out by the Support team.
? IT in sales – ? Most tasks are automated ? Process centric Softwares, sharing data ? MIS, ERP systems in place. ? Search customer CTL - customer teller ? New application capturing system (NACS) ? No laptops given to DSEs (mobiles/handheld devices given to Sales
Managers.)
29 Introduction – Industry overview, ICICI bank overview Credit cards Sales & Marketing hierarchy, job descriptions Sales process
Sales forecast, Quotas & Sales targets, Sales force Set-up,
Territory Management Recruitment, Monitoring & evaluation, Compensation, Key account management, Distribution channels, Customer Support system A glimpse of Sales process in Wholesale Banking at YES Bank
YES Bank
? Founded in 2003-04 by Ashok Kapur and Rana Kapoor ? Total assets of INR 409 billion and PAT of INR 1.56 billion ? 125 branches across in over 100 locations across India
Comprehensive Wholesale Offering
Liabilities
?Investment Banking
?Commercial ?Financial
Banking
Markets
?Transaction banking
Corporate Finance
Marketing Hierarchy
CMO
Vice President (SME)
Vice President (Corporate)
Vice President ( Retail) Marketing Manager
Marketing Manager
Sales Hierarchy
Group President Regional Head
Team Leader 1
Team leader 2
Team Leader 3
Relationship Manager
Sales Manager
Functions? Prospecting for new clients for acquisition ? Analyzing & Maintaining key existing accounts ? Cross selling entire suite of wholesale, retail and investment banking products.
The type/s? Personal Selling which involves Missionary, Technical & Service Salesperson
Quota & A/C management at Yes
Quotas/Targets ? Targets in term of fee income/ advances/ liabilities set at the beginning of the year
Major accounts ? Handled by senior relationship managers & product personnel
Performance Evaluation
? Translate business vision and strategy in an actionable way
by cascading goals throughout the organization and to steer the organization towards achieving strategic objectives.
? To infuse and sustain a performance and competency
driven culture
? To align employee behavior towards desired outcomes
(KPIs) with high employee involvement. ? Direct linkage to performance recognition and rewards.
1 Client Relationship Master • Client name • Sector 4 Product Intensity mapping • High/Mid/Low across product groups 2 Client Relationship Segmentation • Alive/ Target • Strategic, Core, Developing, Opportunistic, Others
CRM
3 3-D Interface mapping • RM/ KM/PSM
Future development: •Public drive on Outlook with Client folders for tracking lead status
Recruitment & Selection
Sources ? a) Referrals through present employees ? b) Classified ads ? c) Colleges ? d) Agencies & consultants Selection process ? 1) Behavioural Interview with the HR manager ? 2) Interview with the Business Head
Training Process
Training
? Y-PEP
? Y- School of banking
References
People contacted: 1) Mr. Pradeep Pathak (Manager, Credit Cards, ICICI Bangalore) 2) Mr. D’Silva (Branch Manager, ICICI Juhu) 3) Mr. XYZ (Yes bank)
? ? ? ? ? ? ? ? ? ? ? ? ? ?
Websites/Articles: ICICI Bank Improves IT Productivity and Systems Performance for Award- Winning Data Warehouse with Informatica Data Integration PlatformCRM Practices at ICICI Bank-http://www.scribd.com/doc/14649491/ICICI-Bank ICICI Bank an Overviewhttp: //www.icicibank.com/pfsuser/aboutus/investorelations/annualreport/pdf/20012002/a_r2k2%2845-68%29.pdf Customer Relationship Management (CRM) Best Practices and Customer Loyalty A Study of Indian Retail Banking Sector-http://www.eurojournals.com/ejss_11_1_06.pdf Boosting Datacenter Availability for Largest Private Bank in India with the Help of Symantec -http://eval.symantec.com/downloads/sus/ICICI_Bank.pdf Databases: Prowess EBSCO
doc_984744037.pptx
It takes case of ICICI Bank credit cards division and Yes Bank Wholesale Banking. It covers basics of sales from financial perspective.
Sales Management in Financial Institutions
ICICI BANK – CREDIT CARDS YES BANK – WHOLESALE BANKING
Agenda
2 Introduction – Industry overview, ICICI bank overview Credit cards Sales & Marketing hierarchy, job descriptions Sales Process
Sales forecast, Quotas & Sales targets, Sales force Set-up,
Territory Management Recruitment, Monitoring & evaluation, Compensation, Key account management, Distribution channels, Customer Support system A glimpse of Sales process in Wholesale Banking
Financial Services Industry- Overview
Banking Insurance
Investment Banking
Investment Management
Financial Planning
• • •
Securities Analysis Securities Brokerage Securities Trading
Contribution to India’s GDP: 5.8% (approx. $ 700 million)
ICICI Bank - Overview
4
? Large capital base ? Vast talent pool ? Low operating costs ? Technology focus ? Strong corporate
India’s largest private sector bank and one stop financial solutions provider with a diversified business model
relationships
Overview of ICICI
? India's second-largest bank listed in BSE, NSE, ADRs listed on
NYSE ; total assets (US$ 81 billion) and PAT (US$ 896 million) for the year ended March 31, 2010.
? Network of 2,016 branches and about 5,219 ATMs in India and
presence in 18 countries.
? Offers a wide range of banking products and financial services
to corporate and retail customers through a variety of delivery channels & specialized subsidiaries worldwide.
? Global clients -
A universal banking powerhouse...
6
Retail Financial Services
Car Loans
Corporate Financial Services
Term Loans Project Finance Commercial Bank Investment Bank Venture Capital
Mortgages
Credit Cards Personal loans Deposits Life Insurance Mutual funds
Genl. Insurance
IT Services
Comprehensive Retail Product Offering
?Fixed Deposits ?Bonds ?Demat ?Mutual ?IPOs
Funds
?Resident bank
accounts ?NRI bank accounts ?Kid-e-bank account ?Bank @ campus ?Power Pay ?Credit Card ?Debit Card ?Relief Bonds (9%)
?Auto
Loans ?Consumer Loan ?Personal Loans ?Two Wheeler Loans ?Home Loans
?E-broking ?Bill payments
Insurance ?Life insurance
High potential for cross-selling all ICICI group products
Credit cards at ICICI
? Credit cards are unsecured products, no
collaterals, issued based on instincts & a little customer background checks.
? Earlier about 200 crores of funding, but
due to recession, cut of 80 to 85% in the funds.
? Over 60,000 credit cards issued in one
year of operations
? ICICI Bank offers a variety of credit cards to suit different
transactional needs.
? Premium ? Co-branded ? Preferred ? EMI ? Classic ? Affinity Cards ? Value for Money Cards
10 Introduction – Industry overview, ICICI bank overview Credit cards Sales & Marketing hierarchy, job descriptions Activities done by sales force
Sales forecast, Quotas & Sales targets, Sales force Set-up,
Territory Management, Lead generation, Selling Recruitment, Monitoring & evaluation, Compensation, Key account management, Distribution channels, CRM, Customer Support system A glimpse of Sales process in Wholesale Banking
Sales & Marketing hierarchy
Group Product head of Sales National Sales Manager Zonal Sales Manager
VP Marketing National head Regional Head Marketing Team Senior Marketing Manager Marketing Manager Assistant Manager
Regional Sales Manager Area Sales Manager Sales Manager Senior Sales Officer Sales Officer Sales Team
Junior Sales Officer
Sales & Marketing - Interaction
? Intra team meeting of Sales – once in every 2 days (daily in case of
month ends, year ends, product launches, new campaigns, sales drops etc.) Area Manager heads the meetings.
? Inter team meetings
Sales with Marketing – Once in a fortnight ; to get the market pulse, new campaign launches etc. ? Sales with debt management group – Close association.
?
? Deadlines, Tussles, blame game – depends on the heads how they
tackle the situation. A rift does exist..
Job Descriptions – Sales Personnel
? Sales Officer
? Lead generation to closing
? Direct selling ? Achieving the targets. ? Reports to the sales manager.
? Sales Manager ? Focus about credit quality (to whom are they funding)
? Coordinate with the marketing team, regular inputs
? Coordinating with the marketing team , Field investigation team &
Telephonic investigation team
Technology driven sales architecture
Sales Channels
350 Call Centers Internet Banking 5249 ATMs 2016 Branches
m-Banking
Customer-centric channel structure
Sales Process
1) (DSExecutives) direct approach - keep few people outside 2) Database - no. of bank customers through branches, channels, customers who come for query.. coordinate with the other teams of customer data
3) Cross selling - one executive in branch, when customer walks in, target him
4) Contacts with telecom, IT companies, share data..
5) Direct Sales Agencies – outsourced to agencies like Verizon, Trident. Compliance important. sales executives for door to door, companies etc.. Target for DSAs decided by Area sales managers.
16 Introduction – Industry overview, ICICI bank overview Credit cards Sales & Marketing hierarchy, job descriptions Sales Process
Sales forecast, Quotas & Sales targets, Sales force Set-up,
Territory Management, Lead generation. Recruitment, Monitoring & evaluation, Compensation, Key account management, Distribution channels, Customer Support system A glimpse of Sales process in Wholesale Banking
Sales Forecast
? Forecast - Done by the higher Management. ? Past records, future projections, breakdown for every region, delegation -
incentives decided prior for DSAs
? Targets are set for the entire year, month wise distributed. ? Based on – ? No. of accounts ? Location specific ? Previous Sales ? Current Market Scenario ? Future possible scenario
? Product specific – what is hot, what is not
? Specific segments, collaboration with companies etc. eg. Air Deccan – freq.
flier, Reward points, Shoppings ? Quality of resources
Quotas & Sales Targets
? Direct Selling Agencies :
DSA
• Sets Yearly & monthly targets for DSA • Sets performance based incentives
• Hire Direct selling • Forwards the customers
applications after initial verification to the bank.
agents who do callings & personal selling
• Bank does the rest of the processing.
• Act based on the company compliance rules & stick to targets.
ICICI
ICICI
Quotas & Sales Targets
? Customer Default for 60 days - past due level - bank
has to provision the amount, declare it as an NPA, not able to fund it to the market as per RBI norms.
? Shifting focus from DSAs to Branches. To get a better
customer base, deal with customers directly since, with DSAs default chances are more.
? Dealing with customers directly, online - hired 7500
people this quarter.
Processing of Credit card
? Normal (7-8 days)
Sales Person recommends a case to Operations
Operation dept. captures the request
Field investigation & telephonic investigation
RCU (Risk Containment Unit)
Applications Processing team
Credit Team (decides the credit limit)
Operations team dispatches the card to customer.
? VIP/VVIP (Within 2 days)
Opeartions team takes the case Credit Team decides the limit Operations team dispatches the card.
Territory Management
Belgaum
Sales for the three regions are very good, but since the entire area is small, there are only two sales managers . (One Regional Manager, One Area Manager, 2 Sales Manager)
Karnataka
Hubli
(All territory decisions taken by regional manager)
Dharwad
22 Introduction – Industry overview, ICICI bank overview Credit cards Sales & Marketing hierarchy, job descriptions Sales Process
Sales forecast, Quotas & Sales targets, Sales force Set-up,
Territory Management Recruitment, Monitoring & evaluation, Compensation, Key account management, Distribution channels, Customer Support system A glimpse of Sales process in Wholesale Banking
Recruitment Procedure
? Recruitment of sales person:
1) External hiring - graduate, with min. 45% marks , good communication skills, age - 18 - 30yrs 2) Internal hiring - knowledge about whole process, interest level, recommendations.
? HR conducts the interviews & Sales Managers may or may not be involved in the
process.
? ? ? ? ? ? ?
Trainings – Complete training about product, full knowledge Regular trainings Customer centric/behavioral Restructuring New product launches Targets not achieved
Sales Force Evaluation & Compensation
? Performance reviews – Appraisals done twice a year & promotions
based on performance evaluations. 360degree appraisal, HR takes the final call.
? Quarterly reviews, monthly performance rewards are given.
? Sales people have fixed salaries (approx 30K monthly) & incentives
based on sales are not practiced. But rewards, recognitions, gifts are offered as regular incentives.
25 Introduction – Industry overview, ICICI bank overview Credit cards Sales & Marketing hierarchy, job descriptions Activities done by sales force
Sales forecast, Quotas & Sales targets, Sales force Set-up,
Territory Management, Lead generation, Selling Recruitment, Monitoring & evaluation, Compensation, Key account management, Distribution channels, Customer Support system A glimpse of Sales process in Wholesale Banking
Key Account Management
? Sales Manager directly handles important customers
(with credit limits higher than 1.5 lakhs)
? No cap on how many Key Accounts are managed by a
Sales Manager.
? Key customers classified as VIPs & VVIPs. ? Credit cards are issued within 2 days of requisitions. ? Customer complaints are directly monitored by Sales
managers.
Channel Usage
Call Centre 4%
Internet 4%
Branch 41%
Internet Call 5% Centre 6%
Cops 7%
Branch 35%
DSAs 51%
Apr 2010
Branch Cash Transactions Jan-09 Apr-10 Non Cash Transactions Jan-09 Apr-10 18% 19% 41% 50%
27
DSAs 47%
Jan 2009
Net Nil Nil 9% 6% 7% 5% 10% Nil COPS
DSAs 82% 81% 33% 39%
Call Centres
Customer Support System
? Relationship managers (reports to branch manager) - every branch
deals with customers .
? Sales team works closely with support team also. Complaints registered
by call centers or at branch offices & sorted out by the Support team.
? IT in sales – ? Most tasks are automated ? Process centric Softwares, sharing data ? MIS, ERP systems in place. ? Search customer CTL - customer teller ? New application capturing system (NACS) ? No laptops given to DSEs (mobiles/handheld devices given to Sales
Managers.)
29 Introduction – Industry overview, ICICI bank overview Credit cards Sales & Marketing hierarchy, job descriptions Sales process
Sales forecast, Quotas & Sales targets, Sales force Set-up,
Territory Management Recruitment, Monitoring & evaluation, Compensation, Key account management, Distribution channels, Customer Support system A glimpse of Sales process in Wholesale Banking at YES Bank
YES Bank
? Founded in 2003-04 by Ashok Kapur and Rana Kapoor ? Total assets of INR 409 billion and PAT of INR 1.56 billion ? 125 branches across in over 100 locations across India
Comprehensive Wholesale Offering
Liabilities
?Investment Banking
?Commercial ?Financial
Banking
Markets
?Transaction banking
Corporate Finance
Marketing Hierarchy
CMO
Vice President (SME)
Vice President (Corporate)
Vice President ( Retail) Marketing Manager
Marketing Manager
Sales Hierarchy
Group President Regional Head
Team Leader 1
Team leader 2
Team Leader 3
Relationship Manager
Sales Manager
Functions? Prospecting for new clients for acquisition ? Analyzing & Maintaining key existing accounts ? Cross selling entire suite of wholesale, retail and investment banking products.
The type/s? Personal Selling which involves Missionary, Technical & Service Salesperson
Quota & A/C management at Yes
Quotas/Targets ? Targets in term of fee income/ advances/ liabilities set at the beginning of the year
Major accounts ? Handled by senior relationship managers & product personnel
Performance Evaluation
? Translate business vision and strategy in an actionable way
by cascading goals throughout the organization and to steer the organization towards achieving strategic objectives.
? To infuse and sustain a performance and competency
driven culture
? To align employee behavior towards desired outcomes
(KPIs) with high employee involvement. ? Direct linkage to performance recognition and rewards.
1 Client Relationship Master • Client name • Sector 4 Product Intensity mapping • High/Mid/Low across product groups 2 Client Relationship Segmentation • Alive/ Target • Strategic, Core, Developing, Opportunistic, Others
CRM
3 3-D Interface mapping • RM/ KM/PSM
Future development: •Public drive on Outlook with Client folders for tracking lead status
Recruitment & Selection
Sources ? a) Referrals through present employees ? b) Classified ads ? c) Colleges ? d) Agencies & consultants Selection process ? 1) Behavioural Interview with the HR manager ? 2) Interview with the Business Head
Training Process
Training
? Y-PEP
? Y- School of banking
References
People contacted: 1) Mr. Pradeep Pathak (Manager, Credit Cards, ICICI Bangalore) 2) Mr. D’Silva (Branch Manager, ICICI Juhu) 3) Mr. XYZ (Yes bank)
? ? ? ? ? ? ? ? ? ? ? ? ? ?
Websites/Articles: ICICI Bank Improves IT Productivity and Systems Performance for Award- Winning Data Warehouse with Informatica Data Integration PlatformCRM Practices at ICICI Bank-http://www.scribd.com/doc/14649491/ICICI-Bank ICICI Bank an Overviewhttp: //www.icicibank.com/pfsuser/aboutus/investorelations/annualreport/pdf/20012002/a_r2k2%2845-68%29.pdf Customer Relationship Management (CRM) Best Practices and Customer Loyalty A Study of Indian Retail Banking Sector-http://www.eurojournals.com/ejss_11_1_06.pdf Boosting Datacenter Availability for Largest Private Bank in India with the Help of Symantec -http://eval.symantec.com/downloads/sus/ICICI_Bank.pdf Databases: Prowess EBSCO
doc_984744037.pptx