With Special Reference to

Canara Bank was founded by Shri Ammembal Subba Rao , a great visionary and philanthropist, in July 1906, at , then a small port town in . 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 Man’s 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.