CUSTOMER RELATIONSHIP

MANAGEMENT OF CANARA BANK

Climate change“SERVING TO GROW, GROWING TO SERVE”

It is about History of Canara Bank like

1. When Canara Bank emerged? And how?

2. The person who established Canara bank?

3. And where is the Head Office of Canara bank located?

(The last and Common question)

HISTORYCanara Bank was founded by Shri Ammembal Subba

Rao Pai, in July 1906, at Mangalore, then a small port in Karnataka.

Canara bank in India has a history of nine decades and is the largest public sector banks in India.

The bank has 5 forex dealing rooms located in Mumbai, New Delhi, Chennai, Calcutta and Bangalore in India and one in London Branch.

Canara Bank, Head Office, 112, J C Road, BANGALORE-560002

CONTENTLoans / cardsInitiatives by the Canara bankFinancial literacy bookletsCanara bank for womenLaunchingDifference between traditional crm and e-crmConclusion

INITIATIVES BY THE BANK FOR INCREASING THE AWARENESS OF THE RURAL MASSES.

FARMERS’ CLUBS:Bank has formed 262 new farmers' clubs on a single

day, during the year.Cumulatively the Bank has formed 1231 Farmers'

clubs.These clubs disseminate information about the

Financial products of our Bank to the rural people.The clubs also give the information about advanced

technology in agriculture and improvement in production.

Financial literacy Booklets Bank has also come out with two Financial Literacy

booklets, namely 'Money' and 'Savings'. The booklets are provided to all our lead Banks , Rural Branches and Farmers' clubs to make them available to rural people.

Financial literacy and Credit Counseling centers

Bank has set up FLCCs in three lead districts namely Kolar, Chitradurga and Chikkaballapura to give financial education.

Canara Bank for WomenThe Centre for Entrepreneurship Development for

Women was established by Canara Bank in India at the Bank's Corporate Office, Bangalore during the year 1988 with an objective of assisting the potential women entrepreneurs to select income generating activities and starting ventures of their own.

Now 29 such CEDs are functioning at all Circle Offices. The CED at corporate office brings out a newsletter VIKAS every bi-monthly.

LAUNCHINGLaunching of Inter-City ATM NetworkIssuing credit card for farmersProviding Agricultural Consultancy ServicesRecently, the bank has launched a payment

gateway for booking Railway e-tickets through IRCTC (Indian Railway Catering & Tourism Corporation). A few kiosks have been installed at select railway stations.

The bank has so far brought in 331 branches under Core Banking Solution (CBS).

Setting up of Customer Relationship Management (CRM) module and a dedicated Call Centre are currently underway. Canara Bank is shortly launching its tech-enabled niche product, viz., Online Trading Platform, to facilitate millions of its customers for buying and selling shares.

The new brand identity will be leveraged to improve standard of customer service and attract younger clientele.

The bank continues its thrust on skill upgradation through training/re-skilling programmes.

Besides in-house and in-company training programmes, the bank has also trained its staff in various institutes of repute like ISB, IIMs, XLRI and NIBM.

Tie-ups with Auto Companies and Dealers for enhancing Auto Loans.

Traditional crm and e-crmWith the increasing use of technology in day to day

life human interaction in the branch premises has taken back seat.

The increased use of technology meant the ‘death of individual identity’.

Technology & Centralized Banking Solution (CBS) have totally transformed the present banking scenario.

A customer, by click of a button can transfer funds from one corner to another corner of the country. This has helped to generate more benefits both to the customers and to the banks in the 24x7 banking era.

Major portion of the customer transactions are done through e-modes like Internet Banking, SMS Banking & ATMs.

Better customer service is the need of our and more customer interactions, marketing of technology products through personalized services, particularly to the High Networth Individuals (HNIs) have become the order of the day.

In the present tech-driven environment, human interaction with the customers might have reduced but human interaction in the banking system still remains of a high order.

In fact, technology helped Canara bank to enhance human interaction. For example, technology makes it possible for the banker to wish the customer on his birthday, anniversary, etc. via sms/mails.

Adopted several innovative and 'out-of-box' strategies to gain/ enhance personal touch and human interactions.

Established call centers to answer the queries raised by customers over phone/e-mail.

It have also put in place floor walkers, help-desk counter and Radio Frequency Identification (to identify important customers and to signal the branch personnel) to gain/enhance personal touch and human interaction in the branch premises.

CONCLUSIONIn a significant feat, Canara bank was adjudged

“BEST PUBLIC SECTOR BANK” in a survey conducted in five 5 broad criteria such as:

1. Growth 2. Credit Quality 3. Strength and Soundness 4. Profitably & Efficiency 5. Productivity