With Special Reference to Canara Bank

Canara Bank was founded by Shri Ammembal Subba Rao Pai, a great
visionary and philanthropist, in July 1906, at Mangalore, then a
small port town in Karnataka. The Bank has gone through the
various phases of its growth trajectory over hundred years of its
existence. Growth of Canara Bank was phenomenal, especially after
nationalization in the year 1969, Eighties was characterized by
business diversification for the Bank.
Canara Bank has a network of more than 3500 branches, spread
over 22 states / 4 union territories of the country and which are
administrated through:-

Head Office at Bangalore
34 Circle Offices



Today, Canara Bank occupies a premier position in the comity of Indian
banks.

As at March 2012, the Bank has further expanded its domestic presence,
with 3595 branches spread across all geographical segments. Keeping
customer convenience at the forefront, the Bank provides a wide array of
alternative delivery channels that include 2858 ATMs, covering 1139
centre.


The Bank's founding principles is:-

"A good bank is not only the financial heart of the community, but also
one with an obligation of helping in every possible manner to improve
the economic conditions of the common people".





Products and Services

Deposits
Loans
Cards
Investments
Insurance
NRI services and online services
etc.





CRM is not just a single application that will solve all customer
related problems in an organization .
CRM is almost a "State of mind" within an organization in which
three key functional areas of the organization are
integrated. These areas are sales, marketing
and customer service.











In literature CRM is defined as " a combination of business process
and technology that seeks to understand a company's customer
from the perspective of who they are, what they do and what they
are like.





Increase the customer retention

Identity the most profitable Customers

Increase the sales

Save the Cost

Improve the understanding of customer needs

Estimate future



Customer Care and support functionality

Marketing functionality

Sales functionality

Time management functionality

Field service support functionality

A Common Mans Bank

Bank has since its inception has been known for its Customer Service. It has
adopted it logo as;

SERVING TO GROWN, GROWN TO SERVE


But with the changing environment, it has now shifted to more suitable logo






Good Customer Service

Canara bank has a basic principle" Welcome the Customers with a smile ".A smile costs
nothing but gives much.




Good behavior, Positive Attitude and prompt approach to the
customers is expected from employees as Service to the people is
Service to the God.



Always wear a SMILE, because one is never fully
dressed till he wears a SMILE.



Role of Canara Bank for their Customer as:

Make available different media for customers to reach it.

To reach customers through various modules, to know them.

Know the pulse of the customers, satisfy their needs.

Developing marketing programs to address individual
customer needs.

Maintain a good relationship with customer and retain them.

1. To analyze the effectiveness of CRM practices.

2. To study the benefits of CRM schemes introduced by
Canara Bank to its customers.

3. To study the consequences CRM on functioning.



Scope of the study
Purpose and Relevance of the study
Usefulness of the study
Research Design
Sampling Design
Size of Sample
Sources of Data collection
CRM has become need of an hour without it is difficult to survive in
the competitive market.

By developing long- term relationship with the customers, they are
more likely to become a recommending source in future.

Customers in long- term relationships are more comfortable with
the services, the organization methods and procedures.

Introduction of various schedule of CRM has increased the number
of customers considerably.

The frequency of customers complaints have reduced to a great
extent.



Majority of the respondents , they feel secure and happy with CRM in
the canara Bank.

CRM is going to improve the business in Banks.

CRM is better than any other management System.

Customers will increase with CRM.

CRM Practices have been implemented at the Canara Bank but it is
not able to match those of Private banks.

85% respondents are satisfied with the Canara bank, they feel that
this bank is more better as compare to other banks.




More security as far as use of ATM cards and credit card is
concerned.

Educate more customers about the various services available and
how to use them.

Still people of India are not aware of E-Banking Services rather it
has many benefits. So some programs should be organized to
avail the easy and quick.

Some people don't know about any terms of Internet banking.