PROJECT CRM Main Questionnaire

D
DATE

D MM

Questionnaire serial no

Respondent name

: - Santosh Sivan

Respondent designation: - Branch Officer Office address Contact information:Office Mobile number Name of interviewer: - Alfie Saldanha, Devang Patel Section-A Q.A1) Model Bank Corporation Bank Federal Bank Barclays Bank 1 2 3 4 : - Borivali(w) branch

Q.A2) How many employees in your bank? Number of employee 1-5 1-10 1-15 1-20 More than 20 1 2 3 4 5

Q.A3) What is the turnover of the bank according to you? (Figures may be approximate) Turnover <50 lakhs 50 lakhs-1 crore 1 crore-10 crore >10 crore SECTION-B Q.B1) Do you have business customers? Yes 1 No 2 (If respondent says yes then continue, otherwise terminate and say thanks to respondent) 1 2 3 4

Q.B2) Do you know CRM (customer relationship management)? Yes 1 No 2 (If respondent says yes then continue, otherwise terminate and say thanks to respondent) Q.B3) how do you define CRM (customer relationship management)? It is the way to manage business relationships with customers.

Q.B4) Sir, please tell me, does your bank needs CRM Yes No 1 2

Q.B5) Sir please tell me, do you gather customer information Yes 1 No 2 (If yes then continue, otherwise skip section-B)

Q.B6) Sir, please tell me, how do you gather customer information
Account balance and payment history Credit history Telephone In-person interviews

1 2 3 4

5 6 7 8

(if any other , please Specify)

Q.B7) Now, sir tell me how does your bank retain people
Reward programs lead to higher account balances, because customers want to take advantage of attractive interest rate offers.

SECTION-C

Q.C1) Does your bank interacts with B2B customers Yes 1 No 2 (If yes then continue, otherwise skip section-c)

Q.C2) Sir, please tell me that what is your Purpose of interaction To retain customer To Generate new customers To maintain their loyalty (If any other please specify) 1 2 3 4

Q.C3) Sir, would you please tell me what are the channels used to manage customer relationship ATMs Telephone banking Sales work force

Q.C4) Sir, tell me that what are the challenges for CRM Competition from private banks It is very hard to retain customers Hard to manage customers (if any other please specify) 1 2 3 4

SECTION-D Q D.1) Sir, do you use any customer application Yes 1 No 2 (If yes then continue, otherwise skip section-D)

Q D.2) Sir, which technology do you use during interaction with business customers? Customer Care Call-Center E-mail Sales force If any other please specify 1 2 3 4 5

SECTION-E Q.E1) sir, how does your bank use CRM according to you please give the rating? 5 4 3 (5 means excellently and 1 means poor) 2 1

Q E.2) Do you think technology helps CRM? Yes 1 No 2 If yes then specify how?
Can achieve customer loyalty with ease.

Respondent name

: - Anil Noel Menezes

Respondent designation: - Manager Office address : - Borivali(w) branch

Q. How would you define CRM (for banks)? Ans. CRM is a process to build long term, profitable relationships with specific customers. The key objective of CRM is to enhance customer value through a better understanding of individual needs and preferences. Q. How important is CRM for banks? What benefits can banks hope to achieve through proper utilization of CRM solutions? Ans. CRM is of course very important. What banks must achieve is to improve knowledge about the clients, improve active business contact, improve the satisfaction of the clients and improve the return per client. Q. How has the understanding of CRM in banking changed today as compared to a few years back? Ans. CRM is not technology, it is business. When the client is with the bank, our efforts are focused on making the contact more efficient and satisfactory. So banks have to improve not only the technology but also the relationship skills of the advisors. Q. How has the technology matured and what is the impact on banks today? Ans. The technology solutions available to our bank have given a 360 degree view of our client. The benefits are there but the costs to attain these benefits are high. Huge amounts of data are being gathered by banks but at times we struggle to intelligently deploy it in customer related processes. Q. What are the key aspects that banks need to consider while deploying CRM solutions to achieve a positive return on investment? Ans. Whether CRM only adds to costs or generates revenues is not a technological but a commercial issue. It requires intense training; it requires commitment to document customers business needs whenever possible and a proactive approach towards using this knowledge on a continuous basis.

Q. How will the CRM landscape in the banking industry develop in the near future? Ans. In the coming years there will be more focus on the demand side of customers, they will have various channels at their disposal and have more choice than ever to purchase their products and services with a growing variety of general banks.