Its very difficult for a Mass positioned bank like SBI to follow CRM principles. Recently I observed three changes in SBI Ambarnath which have displayed just that.
1. Checks will not be immediately issues, they will be sent via Indian Post
2. There is no separate queue for pensioners opr old people, dispicable
3. ATM cards are automatically issued, thanks god Internet accounts are not automatically opened for all customers
4.Cheques are now collected through boxes
5. Employee Behavior is as bad as ever
6. No space in Banks to even move your private parts in first week of Month
Where all private banks are moving towards personalisation and Relatonship marketing like remembering names and girls welcoming with smile and handshake, Mera Apna Bank SBI has some educated enlighted people at the helm.
Sy what batla log, Valentine day kaisa raha.
