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Topic: Crm strategies of HSBC bank Topic: Crm strategies of HSBC bank

MEMBERS:

HOBY SAEED AHMED:08-11540-2

PAUL ANIK :09-12962-1

FAHAD BIN ALIM :09-12962-1

Profile of the Organization :

• HSBC is a global banking and financial service organization

• 8000 offices in 88 countries and territories worldwide.

• headquartered in the United Kingdom• , 210,000 shareholders, 330,000 staff

and 128 million customers worldwide• The Hongkong and Shanghai Banking

Corporation maintains a network of around 600 offices in 20 countries in Asia Pacific

HSBC is by far the largest bank both in the United Kingdom and in Hong Kong and prints most of Hong Kong's local currency in its own name. Since the end of 2005, HSBC has been the largest banking group in the world by Tier

1 capital. The HSBC Group has a significant presence in

each of the world's major

Industry analysis: • The Hexagon logo of HSBC derives from HSBC’s traditional flag

• HSBC brand & corporate identity represents what HSBC wants its brand to mean to its customer

• Opened first Bangladesh branch in December 1996• Network of 13 offices, 40 ATMs, 9 Customer Service

Centers, an offshore banking unit, and offices in 7 EPZs• 1051 employeesKey business areas:• Retail Banking and Wealth Management• Commercial Banking• Corporate and Institutional banking• Global Markets• Sariah Compliant Banking

• HSBC is a prudent, cost conscious, ethically grounded, conservative, trustworthy international builder of long-term customer relationships.

Target Market analysis :• HSBC Bank’s organization structure

is designed to be flexible and customer-focused

• The organization structure is divided into six principal groups – Retail Banking, Wholesale Banking, International Banking, Rural (Micro-Banking) and Agriculture Banking, Government Banking and Corporate Center.

• RETAIL BANKING• WHOLESALE BANKING• INTERNATIONAL BANKING• RURAL AND AGRICULTURAL BANKING• CORPORATE CENTER

Market demographics:

• HSBC has seen a 55% growth in online business over the past year

• 1.8bn visits to its websites• HSBC targets $5 bln markets in Asia • HSBC said this week it expects India,

Singapore and Malaysia/Indonesia to each deliver over US$1 billion in profit before tax in the medium term, joining Hong Kong and mainland China as ‘billion-dollar’ businesses, to accelerate the bank’s growth in the region

Product/service offering:Traditional banking:• Personal loan• Car loan• Home Loan• Personal Loan• NRB Services • HSBC Select• Power Vantage Corporate • Export Services• Import Services• Electronic DC Advising• Cash Management• Amanah Personal• Amanah Corporate

• Different Credits Offered by the HSBC• Cash credit (Hypothecation)• Hire purchase• Loan (general)• House building (commercial)

CONTINUED…..

• Staff loan (building)• Secured Overdraft (against

FDR)• Secured Overdraft (against

work order)• Secured Overdraft (general)• Loan against Bills• Loan against share• Loan against consumer credit

scheme (CCS)

competitor analysis:

LOCAL & INERNATIONAL BANK:

• Banking is one of the most competitive industries of Bangladesh that has seen a huge amount of growth during the last decade

• A large number of new banks have made their places in the industry and yet there are more to register in the list

• HSBC is not only competing with the local banks but also with the foreign banks, which have strong capital base and new approach to offer services to their customers

• Standard chartered , IFIC BANK, commercial bank of Ceylon ,AB bank etc.

Relationship Marketing strategy:

objectives:

• To find, attract & win new clients, • Nurture & retain those the company already has, • Entice former clients back into the fold, and • Reduce the costs of marketing & client service

• Hsbc follows :• Customer Loyalty

• Customer Retention

• Dyadic relation

• Network chain

• Relationship network.

Analysis of CRM strategy :

• HSBC in Personal Banking Related to CRM (Allocating resources in more effective and efficient ways within its internal structure)

• HSBC adopted the CRM system in order to maximize customer convenience and provide anytime, anywhere and anyhow banking. Moreover, it is revolutionizing customer empowerment and beating its competitors in market place

• Streamlining The Collection Of Data

• Segmentation and Targeting of Potential Customer

• After analyzed the data retrieved from data mining

• Customer Centered

Streamlining The Collection Of Data

• Traditional banking to Automatic Machine / Phone Banking

• e-Banking• Data Mining Service• Offer Flexibility To Customers• Treat Household Customer as a Whole• Instant Communication Service On The

Web

• 80-20 rules .• Customer feedback

Analysis of CRM strategy – Findings & recommendations• Banking is one of the most

competitive industries of Bangladesh & Worldwide

• In such a highly competitive service industry Improved customer satisfaction and loyalty gives a firm a better base than its rivals and allows it to flourish in the industry.

Recommendations:

• A stronger and error free ATM network

• More Branches• Faster Delivery of ATM cards• Clarity of the statements• Reducing overall errors• Exact time of service delivery• Faster Delivery of ATM cards

Conclusion :• HSBC is a global banking and financial service organization

headquartered in London, and is represented in our country by its subsidiary bank HSBC Bangladesh. Similar to its global position, HSBC Bangladesh has a very strong, diversified and sustainable business model.

• HSBC is not only competing with the local banks but also with the foreign banks, which have strong capital base and new approach to offer services to their customers

Any questions ?