INDUSTRIAL

CREDIT AND INVESTMENT CORPORATION

OF INDIA FOUNDED IN 1995 BY A JOINT VENTURE OF THE WORLD BANK ICICI BANK LAUNCHED INTERNET BANKING OPERATIONS IN 1998 IN 2000, ICICI BANK BECOME THE FIRST INDIAN BANK TO LIST IN THE NEW YORK STOCK EXCHANGE ICICI BANK IS INDIAS SECOND LARGEST BANK

TYPE FOUNDED HEADQUARTER INDUSTRY PRODUCTS

NET REVENUE

PUBLIC 1995 MUMBAI,MAHARASTRA{INDIA} BANKING,FINANCIAL SERVICES CUSTUMER BANKING,CORPORATE AND INVESTMENT,PRIVATE BANKING, CREDIT CARD, BANKING,FINANCE US$14.351{BILLIN}

 Product

lead approach for each sector

Small and Medium Enterprise (SME) Agriculture and Micro Finance Community Banking Internet and Electronic Banking

Product

and delivery technology dependent Branch remote approach Central processing centres enable optimum monitoring

CHAIRMAN CEO

K.V KAMATH CHANDA KOCHHAR EXECUTIVE DIRECTORS N.S.KANNAM VICE PECIDENT VISHVESH G. BHAGA GENERAL MANAGER Ms. SHILPA KUMAR

TRAVELERS CHEQUE CARD{CREDIT CARD,DEBIT CARD,CORPORATE CARD,PREPAID CARD LOAN(HOME LOAN,PERSONAL LOAN,TWO WHEELER LOAN,CAR LOAN) INVESTMENTT INSURANCE NRI BANKING BUSINES BANKING DEPOSITES PERSONAL BANKING

First bank to introduce this service in India Tie-ups with 50 utilities for online payments Talks with state governments/ municipalities to facilitate e-governance AP Govt. initiative - eSevaonline Vizag Municipality - Saukaryam

Call Centre 4%

Internet 4%

Branch 41%

Call Centre 6%

Internet 5%

Cops 7%

Branch 35%

ATM 51%

Apr 2001
Br an ch Cash Tr an sact i o n s Jan-02 18% Apr-01 19% No n Cash Tr an sact i o n s Jan-02 41% Apr-01 50% A TM 82% 81% 33% 39%

ATM 47%

Jan 2002
Net Nil Nil 9% 6% 7% 5% 10% Nil COPS

Cal l Cen t r es

117% increase in transaction volume since April 2001 More than 1 million contacts in February 2002 Coverage across 100 locations in the country 103% increase in internet banking registrants since April 01 84% increase in transactions since April 01
9

First Bank in India to launch website 1996 First Bank in India to launch Internet Banking 1997 First Bank in India to launch online bill payment-1999 Only Bank in India with million online customers Monthly average transactions per online customer- 7

10

 Smart

Cards launched in October 2000

Infosys Campus in Bangalore Manipal Academy of Higher Education (MAHE)

New

Initiatives

Satyam Smart Card HPCL Petro Card Work on multiple application card - Debit, Credit, EPurse and Loyalty

11

Bill Junction Utility bill payments

Pay Seal electronic payment system

Corporate Infinity online transfer/ settlement system

e-banking in ICICI

ICICI Markets online FX, Debt, SME Portal

ICICI Direct and ICICI Select

Business Multiplier web interface

12

STRENGHTS

2nd LARGEST BANK INDIA LISTED IN NYSE SUCCESSFULLY DIVERCIFIED IT,S OPERATIONS COSIDERED PIONEER IN USAGE OF INTERNET SERVICES AGGRESSIVE AND INNOVATIVE MARKETING STRETEGIES

PRIMARLLY TARGETS UPPER MIDDLE AND UPPER CLASS OF SOCIETY HIGHER SERVICE CHARGES POOR CUSTUMERCARE/SERVICE FOCUS ONLY ON HIGH END CUSTOMERS TRANSACTION COST

NEW IT & ITES COMPANIES DISSATISFIED CUSTOMER OF OTHER BANK BUSINESS ADVISING FOR SMALLER PLAYERS EXPANDING BUSINESS TO THE MIDDLE AND LOWER INCOME GROUP

DISSATIFIED CUSTOMERS EVER IMPROVING NATIONALISED BANKS ADVENT OF MNC BANK MORE AND MORE BANKS ARE COMING UP

 PRICING

PRICING DICISIONS RELATED TO INTEREST,FEE OR COMMISSION RBI AND IBA RAISING NUMBERS OF CUSTUMERS TO FOLD STRATEGIES

DEVELOP MARKETING STRETEGY

MAKE MARKETING MIX DICISION

THE DEMANDE CURVE

CALCULATE COST

SAVING ACCOUNT: IT OFFERS A POWER PACKED SAVING ACCOUNT WITH A HOST OF CONVENIENT FEATURES AND BANKING CHANNELS TO TRAMSACTS THROUGH SENIOR CITIZEN SERVICES: CONVENIENCE WITH BENEFITS FIXED DEPOSITES: SAFETY,FLEXIBILITY,LIQUIDITY AND RETURNS RECURRING DEPOSITES: AFOORDIBILITY ANDHIGHER EARNING ROMING CURRENT: ACESS YOUR ACOUNTS AT OVER 500NETWORKED BRANCHES ACROSS THE COUNTRY LOANS: HOME LOAN,PERSONEL LOAN,CAR LOAN,TWO WHEELER LOAN,COMMERCIAL VEHICLE LOAN,LOAN AGAINST SECURITIES,EDUCATION LOAN ETC

CARDS: CREDIT CARD,ATM CARD, TREVELLERS CARD DEMAT SEVICES

ONLINE MONEY TRANSFER MOBILE BANKING

IT REFERS TO THE ESTABLISHMENT AND FUNCTIONING OF A NETWORK OF BRANCHES AND OTHER OFFICES THROUGH WHICH BAKINGSERVICES ARE DELIVERED OBJECTIVE IS TO GET THE RIGHT PRODUCT,AT RIGHT PLACE, AT RIGHT TIME AT LEAST COST SERVICES ARE SOLD THROUGH BRANCHES

MAKING PROMISED SERVICES AVAILABLE TO THE ULYIMATE USERS BRANCHES OF ICICI 1900 IN INDIA AND 33 IN MUMBAI EXTENSIVE BRANCH NETWORK ACCESS TO LARGE SECTION OF PEOPLE

 WITH

THE ADVENT OF TECHNOLOGIES OTHER POINT OF CONTACTS HAVE COME UP SUCH AS ATM TELEPHONE BANKING

ONLINE BANKING
MOBILE BANKINNG VIDEO BANKING

ADVERTISING-TELEVISION,RADIO,MOVIES,TEATERS;PRINY MEDIA-HOARDINGS,NEWS PAPERS,MAGAZINES PUBLICITY-OAD SHOWS,CAMPUS VISIT,SANDWITH MAN,SPONSORSHIP

SALES PROMOTIONGIFTS,DISCOUNTS,COMMISSIONS,INCENTIVES ETC

PERSONAL SELLING-CROSS-SALE(SELLING AT COMPETITORS PLACE),PERSONALISED SERVICE TELEMARKETING-ICICI ONE SOURCE CALL CENTRE

 IT

REFERS TO THE SYSTEM USED TO ASSIST THE ORGNISATIONINN DELIVERINGTHE SERVICES AIDS TO THEPROMOTION OF CUSTOMER SATISFACTION IT INVOLVES A. SPEEDING DELIVERY OF PRODUVT B. REDUCING THE PAPER WORK C. STANDARDIZATION OF PROCEDURES D. CUSTOMISATION AS PER INDIVISUAL DEMAND

 STANDARDISATION-ICICI

BANK HAS GOT STANDARDISED PRODUCERS GOT TYPICAL TRANSACTIONS COUNTERS AT EACH BRANCH TO DEAL WITH CUSTOMERRSOF A PERTICULERS SCHEME
CLEAR INDICATION COUNTERS EXITS WITH

CUSTOMISATION-SPECIALTY

SIMPLICITY-SEPARATE

CUSTUMER

INVOLVEMENT-MONEY MATTERSAND SIGNITIVE

 ALL

PEOPLE DIRECTLY OR INDIRECTLY INVOLVEDIN THE CONSUMPTION OF BANKING SERVICES WORKERS,EMPLOYEES,MANAGEMENT AND OTHER CONSUMERS EMPLOYEE OF THE BANK REPRESENT THE ORGNISATION TO ITS CUSTOMERS IT INVOLVES A. INTERNAL MARKETING B. INTRACTIVE MARKETING

 EMPLOYEES

SHOULD ALSO BE TREATED AS INTERNAL CUSTOMERS, AND SORT OF MARKETING MIX SHOULD BE FOLLOWED QUALITY HUMAN RESOURCE CAN BE APPOINT OF DIFFERE TIATION

 THE

QUALITY OF SERVICE PROVIDED DURING THE BUYER-EMPLOYEE RELATIONSHIP INTRACTION EFFORTS FOR PREVIOS STRATEGIES WILL TURN FUTILE IF THE INTRACTION DOES NOT TAKES PLACE SATISFACTORIS

IT INCLUDE SIGNAGE,PUNCH LINES,REPORTS,OTHER TANGUBLS,EMPLOYEES DRESS CODE ETC SIGNAGE: EACH AND EVERY BANK HAS ITS LOGO BY WHICH A PERSON CAN IDENTIFY THE COMPANY. IT CREATE VISUALISATION AND COPORATE IDENTITY FOR THE BANKS TANGIBLES: BANKS GIVESPENS,WRITING PADS TO THE CUSTOMERS PUNCH LINES: IT DEPICTS THE PHILOSOPLY AND ATTITUDE OF THE BANKS. BANKS HAVE INFLUENCIAL PUNCH LINES TO ATTRACTS THE CUSTOMERS

 PUNCH

LINE HAM HAI NA EMPLOYEES DRESS CODE: ICICI BANK FOLLOWS A DRESS CODE FOR THEIR INTERNAL CUSTOMERS