EXECUTIVE SUMMARY

The story of banking starts from Bank of Hindusthan established in 1770 and it was first bank at Calcutta under European management.

In 1786 General Bank of India was set up.

Since Calcutta was the most active trading port in India, mainly due to the trade of the British Empire, it became a banking center.

Three Presidency banks were set up under charters from the British East India Company- Bank of Calcutta, Bank of Bombay and the Bank of Madras. These worked as quasi central banks in India for many years.

The Bank of Calcutta established in 1806 immediately became Bank of Bengal.

In 1921 these 3 banks merged with each other and Imperial Bank of India got birth. It is todays State Bank of India.

The name was changed after Indias Independence in 1955. So State bank of India is the oldest Bank of India.

INDEXSR. NOPARTICULARSPAGE NO.

CHAPTER I- INTRODUCTION

1.1MEANING

1.2CRM OBJECTIVES IN BANKING SECTOR

1.3EMERGENCE OF CRM

CHAPTER II- CONCEPTUAL DATA

2.1TYPES OF CRM

2.2CRMS BENEFITS TO THE BANKING INDUSTRY

2.3NEED FOR CUSTOMER RELATIONSHIP MANAGEMENT

2.4E-CRM

2.5CRM IN BANKING: ISSUES AND CHALLENGES

2.6CRM IN BANKING: GLOBAL SCENARIO

2.7CRM IN BANKING: INDIAN SCENARIO

2.8IMPLEMENTING AND INTEGRATING CRM SOLUTIONS

2.9SUCCESS FACTORS FOR CRM

2.10YES BANK COLLABORATIVE CRM (YCCRM)

CHAPTER III- COLLECTION OF DATA AND ANALYSIS

3.1QUESTIONS AND ITS ANALYSIS

3.2DATA COLLECTION

CHAPTER IV- FINDINGS

CHAPTER V- CONCLUSION AND RECOMMENDATION

5.1CONCLUSION

5.2RECOMMENDATION

CHAPTER VI- APPENDIX

6.1ANNEXURE- QUESTIONNAIRE

6.2BIBLIOGRAPHY

6.3WEBLIOGRAPHY