Customer Relationship Management: Customer Relationship Management is a Information systems for Creating a coherent, integrated view of the relationships

a firm maintains with its customer. CRM uses information system to coordinate all of the business processes surroundings the firms interactions with its customer. CRM systems consolidate customer information from multiple sources-telephone, e-mail, wireless devices, traditional sales and marketing system, and from the web. CRM helps organizations to find profitable customers and provide opportunities for improving customer services. The primary goal of CRM is to improve long-term growth and profitability through a better understanding of customer behavior

Chapter 1
Introduction As a student of Business Administration we have to work in the organization of National Credit and Commerce Bank Limited, Chowhatta Branch, Sylhet for completing our assignment.And through the academic supervision of Mohammad Imtiaz Ferdous (Assistant professor,Department of Business Administration,ShahJalal University of Science & Technology Sylhet). Through this assignment, an opportunity his arrived to know about the organization.Doing this assignment we learned how the host organization works with the help of the internal supervisor.On the basis of working period we have prepared this assignment and we have tried our level best to relate the theoretical knowledge with the practical work situation. Historical background of NCC BANK LTD. : National credit and commerce bank limited bears a unique history of its own. The organization started its journey in the financial sector of the country as an investment company back in 1985. The aim of the company was to mobilize resources from within and invest them in such way so as develop countries industrial and trade sector and playing a catalyst role in the formation of capital market as well. The company operated up to 1992 with 16 branches and thereafter with the permission of the central bank converted in to a full-fledged scheduled private commercial bank in may 1993 with paid up capital tk.39.00 core to serve the nation from a broader platform. The initial authorized capital of the bank was tk.75.00 core and paid up capital tk.19.50 core at the time of conversion, which is now raised to tk. 1,201,788,566. NCC bank based upon its commendable business performance for the year ended 2004, has meanwhile declare stock dividend at the rate of 30%. The bank which started with 16 branches in 1993 has at present 49 branches and 03 (three) booths located in prime commercial areas of Dhaka, Chittagong, Sylhet, Feni, Khulna, Jessore and Rangpur district head quarters out of which as many as 17 (seventeen) are authorized dealer branches, fully equipped for dealing in direct foreign exchange businesses.

The main objective of this bank is Setting industry benchmarks of world class slandered in delivering customer through our comprehensive product range, customer service and all our activities, building and exciting team based working environment that will attract, develop and retain employees of exceptional ability who help celebrate the success of bank business of banks customers and of national development, and maintaining the highest ethical standards and a community responsibly worth of a leading corporate citizen. Continuously improving productivity and thereby enhancing shareholder value. NCC Bank has some problem including Bank has no available online Banking system in its branches, the credit proposal evaluation is lengthy. Therefore sometime valuable clients are lost and the Bank becomes unable to meet targets, The Bank has lack of aggressive advertising and promotional activities to get a broad geographical coverage, The Bank has only a few ATM booths and not in proper places. So the scope of using ATM card is limited, Computer facility for all the officers is not available and the Bank has not any research and development division. Despite of these problems the Bank has some solutions. They can offer micro credit business for individuals and small business. Its portfolio can diversity by taking new sector, Many branches can open to reach the banks services to the remote areas, It can recruit more efficient and experienced persons to give fast and efficient service to the customers. NCC Bank is now positioned to best suit the financial needs of its customers and make them partners of progress. Objectives of the Study: To view the application of theoretical knowledge in the real life is the main objective of the internship project. The objectives of the assignment are highlighted as follows: To represent the unique features of NCC Bank Ltd. To study and understanding the various products offered by the Bank to its clients contributed by the new invention of information technology. To analyze the overall activities of the Bank. To represent the steps taken by NCC Bank Ltd to improve quality of the bank. To show the strengths, weakness, opportunities and threats of NCC Bank Ltd. To determine the level of satisfaction ragarding various Bank-services from the viewpoint of customer. To find problems in the process of all departmental activities and providing possible solutions. Scope of the report: National Credit and Commerce Bank Ltd. (NCCBL) is operating widely with 49 branches all over the Bangladesh. This report is strictly confined NCCBLs operation in Sylhet. The report is based on the observation and studies during our case study in Chowhatta Branch. According to study at first we will focus on the companys background, management style, present status and specially the products of NCCBL etc. After that emphasis is given on the banks functional areas such as general banking accounts, credits & advance and card division of NCCBL. We will also focus on NCBBLs SWOT analysis, which will reveal

the actual scenario of this bank. In the last part some shortfalls, problems of National Credit and Commerce Bank will be taken into account. Recommendations are in the very last portion of report. I have covered the different department of NCCBL, Chowhatta branch. National Credit and Commerce Bank Ltd. (NCCBL) is a well-reputed bank in Bangladesh. Within a very short period of time it has been recognized as one of the leading private sector bank. Methodology of the study: For collecting relevant and adequate data it is necessary to follow proper methodology. No one can collect relevant information without this methodology. The information incorporate in this report has been grater from primary and secondary sources. Apart from this a review of related circular and office circular as well as face to face interview of the executive officials and clients were carried out. Primary Sources: 1. Face to face conversation with the respective officer and staff of the branch. 2. Information conversation with the clients. 3. Relevant file and document study as provided by the concerned officers. 4. Practical work exposures from the different desks of the department of the branch. 5. Consulting questionnaire survey. 6. Consult the book of Bangladesh Bank Guidelines. Secondary Sources: 1. Unpublished data received from the branch. 2. Annual report. 3. Banks record. 4. Different paper of the bank. 5. Various books, training papers, manuals, web site, etc. related to the topic. 6. Browsing different website.

Limitations of the study:

We faced some limitations while preparing the report that are mentioned below: One major problem was the time constraint. Due to time restriction, the project is concentrated on data collection as much as possible. Some essential data could not be gathered because of confidentiality concerns. Another limitation was the data gathered could not be verified for accuracy.

Chapter 2 Products of NCC Bank ltd.

Deposit Products

Current A/C Savings Bank Deposit A/C Special Notice Deposit (SND) A/C Term Deposit A/C Premium Term Deposit A/C Instant Earnings Term Deposit A/C Special Savings Scheme Special Fixed Deposit Scheme NFCD RFCD

Loans and Advance Products

Working Capital Financing Commercial and Trade Financing Long Term (Capital) Financing House Building Financing Retail and Consumer Financing SME Financing Agricultural Financing


Cards

Import and Export Financing

ATM Card Credit Card (Local, International and Dual)

Remittance Products

Special Interest rate on Savings and Term Deposits Wage Earners Welfare Deposit Pension Scheme Loans for Real Estate (Land purchase and House construction/renovation) Advance against Regular Remittance

Services of NCC Bank ltd. Brokerage House

Member, Dhaka Stock Exchange Ltd. Full Service Depository Participant

Treasury Service

Primary Dealer of Govt. Approved Securities

Remittance Service

Correspondence arrangement with more than 330 Financial Institutions all over the World For Wage Earners Remittance we have Agency arrangement with 12 reputed Exchange Houses covering major Locations of our Expatriat

Chapter 3
Computer software: The computerized instructions that operate a Computer, manipulate the data and execute particular .Functions or tasks. There are two kinds of software, systems software and applications software. Systems software: includes the operating system and all the utilities that enable the Computer to function. The most important program that runs on a computer is the Operating system. Every general-purpose computer must have an operating system in

Order to run other programs. This includes controlling functions such as the Coordination of the hardware and applications software, allocating storage facilities, Controlling the input and output devices and managing time sharing for linked or Networked computers. Applications software: includes programs that users access to carry out work. They Include applications for the following functions. Word processing is the most common applications software. The great advantage Of word processing over using a typewriter is that you can make changes without Retyping the entire document. Word processors make it easy to manipulate and Format documents. Spreadsheets are computer programs that let people electronically create and Manipulate spreadsheets (tables of values arranged in rows and columns with Predefined relationships to each other). Spreadsheets are used for mathematical Calculations such as accounts, budgets, statistics and so on. Database management applications are computer programs that let people create And manipulate data in a database. A database is a collection of related Information that can be manipulated and used to sort information, conduct Statistical analyses or generate reports. Presentation packages and graphics are computer programs that enable users to Create highly stylized images for slide presentations and reports. They can also be Used to produce various types of charts and graphs. Many software applications Include graphics components including: paint programs, desktop publishing The main type of memory and the most familiar to users is random access memory (RAM). RAM is the same as main memory. A computer can both write data into RAM and read data from RAM. Every time a user turns on his or her computer, a set of operating instructions is copied from the hard disk into RAM. These instructions, which help control basic computer functions, remain in RAM until the computer is turned off. Most RAM is volatile, which means that it requires a steady flow of electricity to maintain its contents. ROM (read only memory): unlike RAM, ROM is non-volatile and only permits the user to read data. Computers almost always contain a small amount of read-only memory that holds instructions for starting up the computer.
UNDERSTANDING COMPUTERS 17

PROM (programmable read-only memory): a PROM is a memory chip on which you can store a program. Once the PROM has been used, you cannot wipe it clean and use it to store something else. Like ROMs, PROMs are non-volatile. EPROM (erasable programmable read-only memory): an EPROM is a special type of PROM that can be erased by exposing it to ultraviolet light. EEPROM (electrically erasable programmable read-only memory): an EEPROM is a special type of PROM that can be erased by exposing it to an electrical charge. Computer Hardware: The physical equipment required to create,Use, manipulate and store electronic data.

our PC (Personal Computer) is a system, consisting of many components. Some of those components, like Windows XP, and all your other programs, are software. The stuff you can actually see and touch, and would likely break if you threw it out a fifth-story window, is hardware. The Hard Disk: All of the information that's "in your computer", so to speak, is stored on your computer's hard disk. You never see that actual hard disk because it's sealed inside a special housing and needs to stay that way. Unlike RAM, which is volatile, the hard disk can hold information forever -- with or without electricity. Most modern hard disks have tens of billions of bytes of storage space on them. Which, in English, means that you can create, save, and download files for months or years without using up all the storage space it provides? In the unlikely event that you do manage to fill up your hard disk, Windows will start showing a little message on the screen that reads "You are running low on disk space" well in advance of any problems. In fact, if that message appears, it won't until you're down to about 800 MB of free space. And 800 MB of empty space is equal to about 600 blank floppy disks. That's still plenty of room! The Mouse: The Keyboard: Like the mouse, the keyboard is a means of interacting with your computer. You really only need to use the keyboard when you're typing text. Most of the keys on the keyboard are laid out like the keys on a typewriter. But there are some special keys like Esc (Escape), Ctrl (Control), and Alt (Alternate). There are also some keys across the top of the keyboard labeled F1, F2, F3, and so forth. Those are called the function keys, and the exact role they play depends on which program you happen to be using at the moment. Most keyboards also have a numeric keypad with the keys laid out like the keys on a typical adding machine. Removable Storage and/or Disk Drives: All disks need a drive to get information off - or read - and put information on the disk - or write. Each drive is designed for a specific type of disk whether it is a CD, DVD, hard disk or floppy. Often the term 'disk' and 'drive' are used to describe the same thing but it helps to understand that the disk is the storage device which contains computer files - or software - and the drive is the mechanism that runs the disk. Digital flash drives: work slightly differently as they use memory cards to store information so there is no moving parts. Digital cameras also use Flash memory cards to store information, in this case photographs. Hand held devices use digital drives and many also use removable or built in memory cards. Monitors: The monitor shows information on the screen when you type. This is called outputting information. When the computer needs more information it will display a message on the screen, usually through a dialog box. Monitors come in many types and sizes. The resolution of the monitor determines the sharpness of the screen. The resolution can be adjusted to control the screen's display.. Printers: The printer takes the information on your screen and transfers it to paper or a hard copy. There are many different types of printers with various levels of quality. The three basic types of printer are; dot matrix, inkjet, and laser.

Modem: A modem is used to translate information transferred through telephone lines, cable, satellite or line-of-sight wireless. The term stands for modulate and demodulate which changes the signal from digital, which computers use, to analog, which telephones use and then back again. Compression which allows for faster data transfer rates. Information is transferred in packets. Each packet is checked for errors and is re-sent if there is an error. There are many more variables involved in communication technology using computers, much of which is covered in the section on the Internet. Scanners: Scanners allow you to transfer pictures and photographs to your computer. A scanner 'scans' the image from the top to the bottom, one line at a time and transfers it to the computer as a series of bits or a bitmap. We can then take that image and use it in a paint program, send it out as a fax or print it Digital cameras: allow us to take digital photographs. The images are stored on a memory chip or disk that can be transferred to your computer. Some cameras can also capture sound and video. Cards: Cards are components added to computers to increase their capability. When adding a peripheral device make sure that your computer has a slot of the type needed by the device. Sound cards: allow computers to produce sound like music and voice. The older sound cards were 8 bit then 16 bit then 32 bit. Though the human ear can't distinguish the fine difference between sounds produced by the more powerful sound card they allow for more complex music and music production. Colour cards: allow computers to produce color (with a color monitor of course). The first colour cards were 2 bit which produced 4 colours [CGA]. It was amazing what could be done with those 4 colours. Next came 4 bit allowing for 16 [EGA and VGA ] colours. Then came 16 bit allowing for 1064 colours and then 24 bit which allows for almost 17 million colours and now 32 bit and higher allow monitors to display almost a billion separate colours. Video cards: allow computers to display video and animation. Some video cards allow computers to display television as well as capture frames from video. A video card with a digital video camera allows computers users to produce live video. A high speed connection is required for effective video transmission. Network cards: allow computers to connect together to communicate with each other. Network cards have connections for cable, thin wire or wireless networks. For more information see the section on Networks. Cables: connect internal components to the Motherboard, which is a board with series of electronic path ways and connections allowing the CPU to communicate with the other components of the computer. Memory: Memory can be very confusing but is usually one of the easiest pieces of hardware to add to your computer. It is common to confuse chip memory with disk storage NCC Bank ltd. Utilizes several hardware systems that consists of desktop pcs, tablet pcs, printers, faxes, personal digital assistants, and cell phones with internet capabilities.

NCC Bank ltd. Use FLORA software.

Chapter 4 Findings of the study:

Online services are not available in the branch, which are required to complete with the other competitors in banking sector. Lack of computer availability here. Narrow space of working place in Bank. In case of cash credit, bank should collect stock report in monthly basis but report collection is irregular. Before sanctioning loan some times CIB report is not obtained from bangladesh Bank. Monitoring of loan is not sufficient. Information that is acquired by the bank officials to appraise a loan proposal is not enough to judge a borrowers credit worthiness. Proper distribution of works responsibility among personnel is absent here.

Chapter 5 Recommendations:
Taking into account all the findings and the following recommendations are made: Improving the service quality should be focused and in order to do that proper utilization of workforce is necessary. While arranging training programs for the employees the aim should be to train them the basic knowledge of how each department works. The way of communication with the customer should be improve. Customer is the king so while attending customers, proper individual attention and care can make the customer highly satisfied. All customers deserve to get the same service.

Establishment of performance-based salary system and job rotation can lead to a. Increased interaction and co-operation among Employees. b. Improve employees knowledge and skills. c. More skilled and competent personnel can be identified and properly natured. The electronic banking services should be strengthened to play a vital role in the well being of the bank. New products and services should be launched to meet the diversified needs of the customers. The Bank can provide souvenirs and gifts to the customers as token of friendship. Electronic and print media can be used to promote the products. Proper attention and equal contribution of higher authorities with the employees are required to keep the work updated. Attractive working environment, place and better quality of services can help to draw attention of customer, to find out new customer and also to retain customer for long time through psychological satisfaction. Nice, clean, wide working environment is also necessary for employee because for providing better services psychological satisfaction. Productivity is directly related with employee and customer. so far their better performance, various rewarded in monthly basis can encourage employee.

These above recommendations will help to rearranging some infrastructure, which will support the performance over all banking system of NCC Bank Ltd.

Conclusion
Financial system of a country should contribute toward the development of an economy. In Bangladesh bank is leading the financial system. So it is obvious that bank should be contributed to make financial system more deep. In the arena, private bank are playing vital role. But government and Bangladesh bank have plays a crucial role to the private bank through imposition of deposit restriction, lending rate and other banking operation. In the short period of banking business, NCC bank Ltd. has shown better

performance in every aspect, deposit, section, advances, foreign exchange and innovation of different schemes. NCC Bank Ltd. is not only doing business but also contribute to the society through its services. NCC Bank Ltd has already taken a significant position in private sector banking. If governor implements normal policy then NCC Bank Ltd will achieve their expected good and will be able to contribute a vital role in the socioeconomic perspective.

Chapter 6 Recommendations:
Taking into account all the findings and the following recommendations are made: Improving the service quality should be focused and in order to do that proper utilization of workforce is necessary. While arranging training programs for the employees the aim should be to train them the basic knowledge of how each department works. The way of communication with the customer should be improve. Customer is the king so while attending customers, proper individual attention and care can make the customer highly satisfied. All customers deserve to get the same service. Establishment of performance-based salary system and job rotation can lead to a. Increased interaction and co-operation among Employees. b. Improve employees knowledge and skills. c. More skilled and competent personnel can be identified and properly natured. The electronic banking services should be strengthened to play a vital role in the well being of the bank. New products and services should be launched to meet the diversified needs of the customers. The Bank can provide souvenirs and gifts to the customers as token of friendship. Electronic and print media can be used to promote the products. Proper attention and equal contribution of higher authorities with the employees are required to keep the work updated. Attractive working environment, place and better quality of services can help to draw attention of customer, to find out new customer and also to retain customer for long time through psychological satisfaction. Nice, clean, wide working environment is also necessary for employee because for providing better services psychological satisfaction.