An overview of customer relationship management (crm) of IDLC Finance Limited

Abstract

Financial institutions, banks, insurance companies, and other service providers focus on customer relationship management for better quality customer services so they can attract more customers, retain existing ones and maximize their lifetime value. This report analyses on the activities of Customer Relationship Management in IDLC Finance Limited and to increase customer value by using some analytical methods in CRM applications. IDLC Finance Limited seems to have acceptable level of satisfaction with its customers. Communications, interpersonal relationship, and efficiency of financial institutions seem important since all this have moderate relationship with service quality. To improve all these CRM factors, financial institutions should arrange employee training so that they can improve themselves in those three factors. This report is mainly divided into introduction, Learning part, CRM Maintained and improvement, Improvement part of IDLC Finance Limited. In introduction, the knowhow of the company Is explained, the primary and secondary objective is shown, and the sources of data is indicated. The second part is focused on the background of the company which tells the partial history of the origin of the company, the sponsors, the capital structure, the shareholding structures, guiding principles, etc. is explained in brief. Mainly the third part is based on the present CRM Condition of IDLC, and what can be done to improve this part of the company. It can be said that, this report can be useful for IDLC for the betterment of practices used in this financial institution.