Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
PROJECT REPORT
ON
Degree Programme
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Acknowledgement
Acknowledgement is not a mere formality or ritual but a genuine opportunity to express the
indebtedness to all those without who‘s active support and encouragement this project wouldn‘t
have been possible. My special thanks to Mr. Bajrang Karnani (Branch Operatoion
Manager) & DR. SHIV PRASAD (Faculty Guide, M.D.S.U. AJMER) who gave me the
proper guidance.
I have used questionnaire method to collect data and had analyzed them. I got some findings by
analyzing data as in the end I have also given the recommendations to the company, which I
thought would help the company in some way. I used direct interview from the customers for
collecting data.
(This project is a culmination of task undertaken by me after the First year during my summer
Internship.)
ANURAG PAREEK
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Executive Summary
The project has been undertaken in a renowned bank ―ICICI‖. The main
objective behind the project is to know the consumer perception about the Market Risks
& Investments and to get an insight about the various product offerings of the bank.
To find the various reasons because of which the company is able to survive the
edge cutting competition and what are the other marketing strategies of the company. A
survey has been done and data has been collected from various customers all over
Ramganj mandi (KOTA) and thus a report has been prepared. In the survey the
customers were interacted in order to find out their knowledge about the products &
schemes of ICICI Bank.
The customers who were unknown about the product offerings were given
information. The knowledge about various market linked investments was given to
them and it was told that how can they invest their money to get superior returns. It was
told to them to take the help of the wealth managers of ICICI Bank in order to protect
their capital.
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Contents
1) Introduction
3) Competitors
4) Product Offerings
5) Objective of Research
6) Research Methodology.
7) Analysis
8) References
Annexure
Questionnaire
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INTRODUCTION:-
Company Profile
ICICI Bank is India's second-largest bank with total assets of Rs. 3634.00billion
(US$ 81 billion) at March 31, 2010 and profit after tax of Rs. 40.25billion for the year
ended on March 31, 2010. ICICI Bank is the second amongst all the companies listed on
the Indian stock exchanges in terms of free float market capitalisation.
The Bank has a network of about 2,044 branches and 5,546 ATMs in India and a
presence in 18 countries. ICICI Bank offers a wide range of banking products and
financial services to corporate and retail customers through a variety of delivery
channels and through its specialised subsidiaries and affiliates in the areas of investment
banking, life and non-life insurance, venture capital and asset management or wealth
management. The Bank currently has its subsidiaries in the United Kingdom, Russia
and Canada, branches in Unites States, Singapore, Bahrain, Hong Kong, Sri Lanka,
Qatar and Dubai International Finance Centre and representative offices in United Arab
Emirates, China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia. The
bank‘s UK subsidiary has established branches in Belgium and Germany.
ICICI Bank's equity shares are listed in India on Bombay Stock Exchange (BSE) and
the National Stock Exchange of India Limited and its American Depositary Receipts
(ADRs) are listed on the New York Stock Exchange (NYSE).
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Vision of ICICI Bank:
Over the last few years, the ICICI Bank has taken rapid strides in developing new
businesses in line with its proposition to offer complete financial services to both
corporate and retail customers.
With the recent addition of insurance, the proposition of ICICI Bank is now fulfilled.
Going forward, the challenge for ICICI will be to continue innovating to improve
market shares and maintain its competitive edge. In this endeavour, ICICI will continue
to benchmark with global best practices to ensure optimum utilization of its resources
and the finest exposure to its work force. The speed with which it has been able to
transform the organization and successfully start so many new businesses is almost
singularly owing to the skills, enterprise and the depth of its human resources.ICICI
Bank is committed to enriching this valuable resource which in turn, will allow it to
bring innovative practices to the world of financial services in India. With technology
playing the key role mainly.
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HISTORY OF THE COMPANY
The ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian
financial institution, and was its wholly owned subsidiary. ICICI's shareholding in
ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal
year 1998, an equity offering in the form of ADRs listed on the NYSE in fiscal year
2000, ICICI Bank's acquisition of Bank of Madura Limited in an all-stock
amalgamation in fiscal year 2001, and secondary market sales by ICICI to institutional
investors in fiscal year 2001 and fiscal year 2002. ICICI was formed in year 1955 at the
initiative of the World Bank, the Government of India and representatives of Indian
industry. The principal objective was to create a development financial institution for
providing the medium-term and long-term project financing to Indian businesses. In the
1990s, the ICICI transformed its business from a development financial institution
offering only single project finance to a diversified financial services group offering a
wide variety of products and services, both directly and through a number of
subsidiaries and affiliates like ICICI Bank. In 1999, the ICICI become the first Indian
company and the first bank or financial institution from non-Japan Asia to be listed on
the New York Stock Exchange (NYSE).
After consideration of various corporate structuring alternatives in the context of the
emerging competitive scenario in the Indian banking industry, and the move towards
universal banking scenario, the managements of the ICICI and ICICI Bank formed the
view that the merger of ICICI with ICICI Bank would be the optimal strategic
alternative for both of the entities, and would create the optimal legal structure for the
ICICI group's universal banking strategy. The merger would enhance value for the
ICICI shareholders through the merged entity's access to low-cost deposits, much
greater opportunities for earning fee-based income and the ability to participate in the
payments system and provide transaction-banking services..
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MARKETING STRATEGIES
In a span of just four years, the ICICI Bank has emerged as a consumer banking
behemoth. With a retail book of over Rs 56,000 crores (Rs 560 billion) and a market
share that is the envy of competition -- it has a share of over 30 per cent – The ICICI
Bank today has reached a commanding position.
The bank boasts of the widest integrated technology platform in the country and only a
fourth of its business takes place at its branches and subsidiaries.
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Its legacy of non-performing assets (NPAs) -- for which it has been rated below its
peers earlier -- is now almost history with net NPLs (non-performing loans) down to 2
per cent.
Armed with a much stronger balance sheet, the ICICI Bank is aggressively foraying into
overseas markets and also has an eye on the rural India.
Rural India is an opportunity, somewhat premature, but in the next 12-18 months the
bank‘s strategy will be seen there. Bank is looking at new agri lending as something that
is directed; it's a viable business proposition, but it has to be driven very carefully. The
bank can't have branches there because that is not workable in terms of costs.
The solution to this problem is to partner with the micro-credit institutions, corporate
providing inputs or buying products from the farmer and self-help groups.
In 2001, ICICI acquired the Bank of Madura (est. In 1943). The Bank of Madura was a
Chettiar bank, and had acquired the Chettinad Mercantile Bank (est. In 1933) and the
Illanji Bank (est. in 1904) in the 1960s.
In 2007 ICICI amalgamated the Sangli Bank, which was headquartered in Sangli, in
Maharashtra State, and which had 158 branches in Maharashtra state and another 31 in
Karnataka State. ICICI also received permission from the government of Qatar to open
a branch in Doha and from the US Federal Reserve to open a branch in New York city.
ICICI Bank Eurasia opened a second branch in St. Petersburg.
In 2008 the ICICI Bank launched iMobile, a comprehensive Mobile banking solution.
iMobile is considered to be a breakthrough innovation in the Indian Banking which
allows a customer to do all possible transactions through a GPRS-enabled mobile phone
easily and conveniently.
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Global Market Strategy:
The global opportunity spectrum is changing dramatically, and in the next three
years, the bank‘s global business will contribute one-third of the book top line and
bottom-line. Today it's about only 10-12 per cent. The NRI (people living abroad) is a
great customer and the other is the Indian corporate who is globalising -- either in the
trade business or is setting up businesses abroad.
Bank‘s USP (unique selling proposition) is a unique technology; it can get customers to
talk to his constituents online. The NRI is an interesting link because today he has
tremendous needs in India; he wants to remit money, purchase a commodity, buy a
home, especially the H1 visa guys. This year 10 per cent of the home loans will be
lended to NRIs.
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Advertising Strategy:
Under the agreement, Mr. Amitabh Bachchan endorsed and promoted all the
products and services offered by ICICI and its Group companies for a period of two
years.
During his term as the brand ambassador, he played a key role in all major brand and
product communication by ICICI. He endorsed the ICICI brand through corporate and
product campaigns on television, print and outdoor medium. Mr. Bachchan also
participated in select events such as new product launches, various campaigns, and
customer reward programmes etc.
After Mr. Bachchan the ICICI Bank has decided to resort to the celebrity endorsement
route to promote its brand. Almost two-and-a-half years since superstar Amitabh
Bachchan endorsed the ICICI brand, the company has signed up Shah Rukh Khan as its
global ambassador. Shah Rukh Khan whose increasing global popularity gives synergy
to the growing global presence of ICICI Bank.
Shahrukh Khan is a truly global Indian who embodies the Indian winning spirit in a true
sense. The energy and innovation which Shahrukh Khan represents coupled with his
popularity both in India and abroad make him the ideal choice for the ICICI Bank,
particularly as the Bank makes its global forays. Within a short span of four years, the
ICICI Bank has established its presence in 12 countries including UK, Canada, US and
the Middle East.
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COMPETITORS:-
Its nearest competitors in the private banking sector are HDFC Bank and AXIS
(UTI) Bank.As compared to ICICI Bank HDFC is frenetically seeking to shrug off the
image of being a one-product company (home loans), by using synergies that exist with
its bank to foray into various areas like e-broking, mutual funds, and insurance. For
ICICI Bank, it is imperative that it moves away from the high-risk, low-return business
of project finance.
ICICI: Bonds, loans, corporate ICICI Web Trade: Online stock trading
finance, and infrastructure finance.
ICICI Prudential: Life Insurance joint ICICI Brokerage: Broking and equity
venture research
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ICICI is still puny when compared to HDFC but the objective is very clear : grow the
business, even if it has come at HDFC's cost. Kalpana Morparia, Executive Director,
ICICI, maintains that they got into home loans simply because it's one of the safest
businesses to be in, given the low default rates. ''Besides, the market is growing and
there's space for all those who wants to enter.
HDFC Bank:
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AXIS Bank:
In the case of Axis Bank, retail loans have declined from 30 per cent of the total loan
book of Rs 25,800 crores in June 2006 to around 23 per cent of loan book of Rs.41,280
crore (as of June 2007). Even over a longer period, while the overall asset growth for
Axis Bank has been quite high and has matched that of the other banks, retail exposures
grew at a much slower pace.
ICICI bank envisaged retail banking as a key area of strategic emphasis for it — with
the share of the retail business (both on the funding and asset sides) growing strongly
year after year— the share of retail business, particularly retail assets.
It appears to be following a business strategy that is quite different from the high-
volume and commodity-style approach of AXIS Bank and HDFC Bank. That strategy
also has its pluses in terms of the relatively higher margins in some segments of the
retail business and the in-built credit risk diversification (and mitigation) achieved
through a widely dispersed retail credit portfolio. ICICI Bank has been able to maintain
the quality of its loan portfolio for a decent time period now.
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PRODUCT OFFERINGS
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1) DEPOSITS
ICICI Bank offers wide variety of Deposit Products to suit the requirements of
the customers. Convenience of networked branches/ ATMs and facility of E-
channels like Internet and Mobile Banking.
It's really important to help children learn the value of finances and money
management at an early age. Banking is a serious business, but ICICI make
banking a pleasure and at the same time fun. Children learn how to manage
their personal finances.
d) Fixed Deposits :
ICICI provides Safety, Flexibility, Liquidity and Returns in the case of fixed
deposits.
A combination of unbeatable features of the Fixed Deposit from ICICI
Bank.
e) Recurring Deposits
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When expenses are high, people may not have adequate funds to make big
investments. An ICICI Bank Recurring Deposit lets the customers invest
small amounts of money every month that ends up with a large saving on
maturity. So the customers enjoy twin advantages- affordability and higher
earnings.
2) Loans: ICICI Bank offers wide variety of Loans Products to suit your
requirements. Coupled with convenience of networked branches/ ATMs and
facility of E-channels like Internet and Mobile Banking, ICICI Bank brings
banking at customer‘s doorstep.
a) Home Loans:
The No. 1 Home Loans Provider in the country, ICICI Bank Home Loans offers
some unbeatable benefits to its customers - Doorstep Service, Simplified
Documentation and Guidance throughout the Process.
b) Personal Loans:
If customers wants personal loan that's easy to get with the help of ICICI Bank.
ICICI Bank Personal Loans are easy to get and absolutely hassle free. With
minimum documentation people can now secure a loan for an amount up to Rs.
15 lakhs.
c) Car Loans:
ICICI Bank is the No. 1 financier for car loans in the country. It has network of
more than 2500 channel partners in over 1000 locations. It has tie-ups with all
leading automobile manufacturers to ensure the best deals. A number of flexible
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schemes & quick processing are available. Hassle-free application process is
available on the click of a mouse.
Range of services on existing loans & extended products like funding of new
vehicles, refinance on used vehicles, balance transfer on high cost loans, top up
on existing loans, extend product, working capital loans & other banking
products.
Customers can avail attractive schemes at competitive interest rates from the No 1
Financier for Two Wheeler Loans in the country. There is finance facility up to 90% of
the On Road Cost of the vehicle, repayable in convenient repayment options and
comfortable tenors from 6 months to 36 months.
ICICI is the preferred financier for almost all leading tractor manufacturers in
the country. There is flexible repayment options in tandem with the farmer's
seasonal liquidity. They can choose from Monthly, Quarterly and Half-yearly
repayment patterns. There are comfortable repayment tenures from 1 year to 9
years.
Business Instalment Loan (BIL) by ICICI Bank helps the entities take giant
strides by fulfilling their business requirements, be it working capital
requirement, business expansion or to grab that once in a lifetime business
opportunity.
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3) CARDS:
ICICI Bank offers a variety of cards to suit different transactional needs of its
customers. Its range includes Credit Cards, Debit Cards and Prepaid cards. These cards
offer customers convenience for their financial transactions like cash withdrawal,
shopping and travel. These cards are widely accepted both in India and abroad.
a)Credit Cards:
Credit Cards give customers a smart way to shop, and offer them flexibility and
convenience in managing their finances. ICICI Bank credit cards provide a host of
exciting offers and benefits to the customers such as low interest rates, rewards
programs, and a high credit and cash limit. The bank offer different types of credit
cards to suit the different needs and requirements for added features
b) Travel Cards:
The traveller‘s card is the Hassle Free way to Travel the world. Customers travelling
with US Dollar, Euro, Pound Sterling or Swiss Francs; Looking for security and
convenience; can opt for ICICI Bank Travel Card. It is issued in duplicate. It offers Pin
based security and has the convenience of usage of Credit or Debit card.
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Alliance Products:
ICICI Bank has joined hands with Wells Fargo to bring customers unprecedented
convenience for sending money to India. Customers can just call or walk into any Wells
Fargo branch and send money to anyone having an eligible ICICI bank account.
Customers just need to enrol in the Wells Fargo Express Send Global Remittance
Service to India to be able to transfer money from your eligible Wells Fargo checking or
savings account to the beneficiary's ICICI bank account. Client‘s transferred funds will
be available in the beneficiary's ICICI bank account as soon as the next business day.
To avail of this economical, convenient and dependable way to send money home to
India, just open a Wells Fargo Express Send Service Agreement and ensure that the
beneficiary has an eligible account with ICICI bank.
Benefits
b) Convenient – Customer get 24-hour access to Wells Fargo branches and telephone
banking services across the USA
c) Nominal charges – Flat fee of as low as $5 to send up to $3,000 per day. Customer
may even be eligible for a waiver of this fee based on the account relationship with
Wells Fargo.
d) No monthly or annual service fees or setup fee for the Wells Fargo Express Send
Service
e) Competitive exchange rates – The customer can get the latest rates by calling Wells
Fargo at 1-800-556-0605.
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2) Lloyds TSB - India Banking Service
India Banking Service is collaboration between ICICI Bank and Lloyds TSB, offering
people of Indian origin living in the UK access to a wide network of branches and
ATMs across India and the UK. Customers can now manage their accounts in the UK
and India from a single, convenient location.
Corporate Banking:
ICICI Bank offer corporate a wide range of products and services, the
technologies to leverage them anytime, anywhere and the expertise to customize them
to client-specific requirements.
From cash management to corporate finance, from forex to acquisition financing, ICICI
bank provide the customers with end-to-end services for all your banking needs. The
result is an overall financial solution for the company that helps customers
accomplishes their objectives.
1) ICICI Bank can guide people through the universe of strategic alternatives -
from identifying potential merger or acquisition targets to realigning their
business' capital structure.
2) ICICI Bank has been the foremost arrangers of acquisition finance for cross
border transactions and is the preferred financer for acquisitions by Indian
companies in overseas markets.
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3) The Bank has also developed Forex risk hedging products for clients after
comprehensive Research of the risks a corporate body is exposed to, e.g.,
Interest Rate, Forex, Commodity Credit Risk, etc.
4) ICICI bank offer the customers global services through their correspondent
banking relationship with 950 foreign banks and maintain a NOSTRO account
in 19 currencies to Service people better and have strong ties with the
neighbouring countries.
5) ICICI Bank is the leading collecting bankers to Public & Private Placement/
Mutual Funds/ Capital Gains Bonds issues. Besides, the bank have products
specially designed for the financial intermediaries to meet their unique
requirements.
Transaction Banking
The Bank delivers world class banking services to the financial sector clients.
ICICI‘s current roaming accounts empower people with 'Anytime, Anywhere Banking'.
They are designed for the customer‘s convenience. The comprehensive collection and
payment services span India's largest CMS network of over 4,500 branches. The bank
provides correspondent banking tie-ups with foreign banks to assist them in their India-
related businesses.
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Loan Syndication
The bank ensures the participation of banks and financial institution for the
syndication of loans. Some of the products syndicated are:
• Project Finance
• Corporate Term Loans
• Working Capital Loans
• Acquisition Finance, etc.
Sell Down
ICICI Bank is a market leader in the securitisation and asset sell-down market.
From its portfolio, it offers different products to its clients in this segment. The
products are:
Financial Institution:
ICICI Bank services the financial sector for the entire set of banking requirements and
provides a complete range of solutions. The Financial Institutions and Syndication
Group (FISG) are responsible for ICICI Bank's relationship with the financial sector.
Under this umbrella, the Bank caters exclusively to the needs of:
1) Different domestic financial Institutions
2) Banks
3) Insurance Companies
4) Mutual Funds
5) Fund Accounting
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Government Sector:
The Bank aim to leverage their superior technology platform and on their ability to
deliver solutions customized to meet the specific needs of each client to emerge as the
preferred banker for all government departments and government corporations.
Current Account:
With the Roaming Current Account (RCA), customers can enjoy the convenience of
Anytime Anywhere banking. They can operate their RCA from any ICICI Bank branch
in any city. RCA offers a wide range of variants that include:
Standard
Classic
Premium
Gold
Gold Plus
Platinum
These variants are based on committed Quarterly Average Balance with differential
charges applicable to each variant. Customers can choose the variant most suitable for
their business requirements. They even have the flexibility of changing their current
account variant every quarter based on their changing business needs. It also offers the
facilities of International Business Banking Debit Card, Internet Banking, Phone
Banking, E-mail Banking & Mobile Banking.
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Accounts for businesses, big and small
The business needs and requirements are unique. This is why customer‘s account should
be unique too. ICICI Bank offers people a range of RCAs to meet varying banking
requirements.
Quarterly Average
Account
Balance Requirement
Standard Rs.10,000
Classic Rs.25,000
Premium Rs.50,000
Gold Rs.1,00,000
Gold Plus Rs.3,00,000
Platinum Rs.5,00,000
Issue a cheque from customer‘s place of business. The suppliers can encash it at over
249 centres all over India. When the cheque is `local' everywhere, the business goes
national!
Customer‘s always had one bank branch. Now every ICICI Bank branch becomes
people‘s branch. Every branch manager is the personal manager. People can get
personal attention wherever their business takes them.
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Better cash flows.
ICICI ask the customer‘s to deposit the cheques at the nearest ICICI Bank Branch, and
they will see to it that the cheque reflects in customer‘s account fast. The bank helps
customer‘s money work harder for them.
Banking on call.
Banking has never been so convenient before. Now customers can use the phone to
make Balance Enquiries, Request for a Cheque Book, Stop Payment and more.
Customers can do all the banking they want without getting up from their chair. With
ICICI Bank's Internet Banking customers can access their account from wherever they
are, by logging in to their account at www.icicibank.com. The customers can check
their balance, pay their bills, transfer funds or even pay their taxes sitting at their desk.
Card Power.
For customer‘s convenience, ICICI Bank's RCA comes with a powerful Debit/ATM
card that allows the customers to deposit and withdraw cash at over 2000 ICICI Bank
ATMs, plus over 10,000 VISA ATMs. The customers can also check their balance,
view mini account statement, and transacts at various 90,000 merchant establishments
across the country.
Mobile Banking.
Now the entire customer‘s need to keep in touch with their account through their
mobile. Sign up for alerts on daily balance, cheque clearing alerts or bounced cheque
alerts!
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Card-to-Card Transfer
Transfer funds for free from the customer‘s existing ICICI Bank account to any Visa
Card (debit or credit) in India. They can even pay their Visa credit card bill through this
facility available on www.icicibank.com
Customers can get a daily email detailing your their ICICI Bank current account
transactions and balance. Sub scribal to this service is free.
Business Loans:
As a growing entrepreneur, ICICI know how valuable time is for people. People are
constantly thinking of growth and managing their business. At ICICI Bank, they think
of the same when it comes to customer‘s business. ICICI‘s Smart Business Loan is the
easy access to money. Customers can get up to Rs. 25 lacks as an Overdraft or a
Business Instalment Loan with no collaterals and faster turnaround time.
Overdraft:
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Business Instalment Loan:
Advantages:
Other benefits:
Eligibility:
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Working Capital Finance:
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Office equipment financing product features include:
3) Tenure of 12 to 36 months
5) Flexible repayment option through post dated cheques and auto debit mandate.
7) Competitive rates.
1) Proprietors
2) Partnership Firms
3) Companies
o Colour labs.
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Trade:
Letter of credit:
A Letter of Credit is a letter from ICICI Bank guaranteeing that a buyer's payment to a
seller will be received on time and for the correct amount. This guarantee of payment
helps clients to transact with companies with whom they have had limited interaction
and are unsure of their credit history.
ICICI Bank offers two types of LCs, Sight and Usance LCs, both inland and foreign.
The bank‘s LCs get sanctioned and issued quickly, and are competitively priced.
o A limit per client of up to Rs.1 crore (Limit for usance L/- Rs.50 Lakhs).
o Security requirement.
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Bank Guarantee:
Our Bank Guarantees are competitively priced with few requirements like cash
margin and collateral security, and will be made available to customers in the shortest
possible time. There is an upper limit of up to Rs.1 crore with a tenor of guarantee of up
to 18 months, and security requirement of 25% cash margin and 100% collateral
security in the form of residential property or liquid securities.
ICICI Bank also issues Bank Guarantees in foreign currency on behalf of our exporters
for approved purposes as defined under FEMA, subject to availability of credit limits or
against 100% cash margin.
Services:
ICICI Bank offers products and services tailored to meet customer‘s industry's unique
needs.
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2) Construction: The Indian economy is growing at a rapid pace. Predictably, the
construction sector estimated at Rs. 3, 00,000 crores is booming as well, be it
infrastructure or commercial retail and residential space. An outlay of over Rs. 18,
00,000 crores is projected over the next 10 years.
ICICI Bank has pulled out all stops to ensure customers get all the financial support
they need to take advantage of the opportunities and face the unique challenges in this
sector. The bank‘s in-house construction industry specialists will customize end-to-end
solutions for customer‘s right from the bidding process and implementation of the
project through to the defect liability period. These range from Performance & Financial
Guarantees to term loans for Equipment Financing & working capital facilities to buy
raw materials.
ICICI‘s modern approach to business banking backed by our superior technology helps
provide swift anytime, anywhere banking services via the branch/ATM network, phone,
mobile and Internet. Whether customers are a small contractor striving to grow, or an
established player seeking to grow globally, ICICI Bank provides the foundation to
grow their business.
Recognising the need to stay abreast of the latest developments in this rapidly evolving
sector, the bank‘s team of pharma specialists bring to the table just the expertise
customer‘s business needs. Whether customers are involved with formulations or APIs
– for local or global markets, what customers get is a potent mixture of industry
understanding backed by working capital facilities, forex services and special lending
programs customised for you.
The Indian domestic market too is witnessing a huge transformation and growth in
organized retail space across malls, departmental stores and premium boutiques.
Customers are brand-hungry and ready to pay premiums to make lifestyle and personal
statements. New players are emerging in regional and national markets.
ICICI Bank is geared to meet customers‘ requirements in the apparel sector through
strong solutions for all their needs:
1) Term loans in rupee and foreign currency with TUFS benefits for financing of
expansion and modernisation plans.
Finally, ICICI Bank has cut down approval time by standardising the assessment
process through use of scoring models.
The growth of domestic tourism and migration is leading to increase in travel while the
growth of connectivity is creating new paths of commerce and business.
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ICICI Bank offers those in the transport business a host of advantages. From faster
sanction due to parameters-based approach, to interest cost savings according to usage.
A Relationship Manager is the single point contact for all customers needs.
6) Gems & Jewellery: The Gems & Jewellery industry in India is witnessing
downstream integration into the retail space, alliance marketing with end customers in
the export arena, and overall dynamic growth in domestic and international markets,
across the B2B and B2C space.
ICICI Bank has been serving firms in gems and jewellery sector with comprehensive
services and in-depth expertise.
ICICI have a range of credit facilities and derivative products at competitive rates. The
bank‘s Gems and Jewellery experts know exactly the customer‘s business needs. Or, if
it's convenience customer‘s require, bank‘s vast network of branches and ATMs are just
the thing for the customers. Additionally, ICICI Bank's international experience and
expertise in the global jewellery trade gives customers the most complete forex products
and advisory services you need to stay ahead of competition.
7) Travel & Tourism: ICICI Bank‘s industry-specific solutions help customer leverage
every opportunity for growth and maximize their profits. Bank‘s team of industry
experts customizes solutions designed to fit customer‘s unique business requirements.
Customer‘s leverage the ‗anytime anywhere‘ business banking advantage to manage
their finances efficiently and easily. With the national reach and global network, the
bank can now take the business places.
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Industry solutions
Funding solutions for Hotels, Travel & Tourism sector: ICICI provide project
finance in the form of term loans or working capital against card receivables. Rapid
Travellers Cheque Program: The bank purchase TC's from Money Changers on prefixed
transaction exposure/volume. Special Foreign Currency Tour Operators Account: The
bank handle collections of foreign currency and remittances from the outbound tour
operators and inward remittances, for hotels and tour reservation made abroad.
Derivatives for Risk Mitigation: ICICI help customers hedge the foreign currency
inward remittances and local currency outward remittances through our forex services.
1. Hotels
2. Aviation Training Institutes
3. Money Changers
4. Tour Operators
5. Ticketing Agents Consolidators
6. Travel Vocational Training Institutes
7. Travel Portals
Be it long-term loans for infrastructure expansion or cash credit, ICICI Bank works with
accredited & recognized educational institutions all over India, and offers the clients
some of the best options for growth and expansions.
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DEMAT SERVICES:
ICICI Bank Demat Services boasts of an ever-growing customer base of over 11.5 lacs
account holders. In ICICI‘s continuous endeavour to offer best of the class services to
the customers the bank offer the following features:
Digitally Signed Statement: Customers can receive the account statement and bill by
email.
Corporate Benefit Tracking: Customers can track the dividend, interest, bonus
through the account statement.
Mobile Request: Customers can access the demat account by sending SMS to enquire
about Holdings, Transactions, Bill & ISIN details.
Mobile Alerts: Customers can receive SMS alerts for all debits/credits as well as for
any request which cannot be processed.
1) Dedicated customer care executives specially trained at the bank‘s call centre, to
handle all their queries.
2) Countrywide network of over 235 branches, customers are never far from an
ICICI Bank Demat Services outlet.
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Mutual Funds:
A Mutual Fund is a trust that pools the savings of a number of investors who
share a common financial goal. The money thus collected is then invested in capital
market instruments such as shares, debentures and other securities. The income earned
through these investments and the capital appreciation realised are shared by its unit
holders in proportion to the number of units owned by them. Thus a Mutual Fund is the
most suitable investment for the common man as it offers an opportunity to invest in a
diversified, professionally managed basket of securities at a relatively low cost. The
flow chart below describes broadly the working of a mutual fund:
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Domestic Mutual Funds
Mutual Funds pool money of various investors to purchase a wide variety of securities
while pursuing a specific goal. Selection of Securities for the purpose is done by
specialists from the field. Returns generated are distributed to the Investors. At ICICI
Bank NRI services, they help the customers to determine which types of funds
customers need to meet their investment goals.
The wealth manager helps people to identify an appropriate mix of Mutual Fund
schemes for their portfolio using asset allocation strategies. People can invest in
various schemes of multiple mutual funds with decent performance record.
Why to Invest?
39
3) Convenience: With features like dematerialized account statements, easy
subscription and redemption processes, availability of NAVs and
performance details through journals, newspapers and updates and lot more;
Mutual Funds are sure a convenient way of investing.
5) Reduction in Costs: Mutual funds have a pool of money that they have to
invest. So they are often involved in buying and selling of large amounts of
securities that will cost much lower than when customers invest on their
own.
7) Other Advantages: Indian Mutual fund industry also presents several other
benefits to the investor like: transparency - as funds have to make full
disclosure of investments on a periodic basis, flexibility in terms of needs
based choices, very well regulated by SEBI with very strict compliance
requirements to investor friendly norms.
Where to Invest? :
ICICI Bank has tied up with several Mutual Funds so as to provide customers the
convenience of Varied Investment.
People have a choice to invest with the top 17 AMCs in India offering around 300
schemes.
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Advantages of Mutual Funds:
Professional Management
Diversification
ConvenientAdministration
ReturnPotential
LowCosts
Liquidity
Transparency
Flexibility
Choiceof schemes
Tax benefits
well regulated
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Insurance
1) LIFE INSURANCE:
Endowment policies are a good way of putting aside the savings today for a future goal
- whether it's to buy a house in India or fund the entrepreneurial vision. ICICI‘s savings-
oriented policies are designed to make the savings grow and have them available to the
customers at the end of a fixed number of years or through the term of the plan.
Life Time II
Presenting Life Time & Life Time II – unit –linked plans that meets the changing
needs over a lifetime. These solutions have been developed to meet the savings,
protection and investment needs at every stage in life
Protection
Saving:
- Choose from among four funds, based on the investment objective and risk appetite.
-- Choice to switch between investments options (4 free switches every policy year).
- At the end of the term (maturity), the higher of the value of units or the guaranteed
value* is paid. On death, Sum Assured along with the higher of value of units or the
guaranteed value is payable.
- Additional credits payable as a percentage of the initial annual premium are paid along
with the death or maturity benefit.
- Facility to make withdrawals from the 6th policy year onwards till the end of the
policy term. Every year withdraw up to 10% of the value of units.
- Flexibility to make additional investment with the help of the top-up facility.
- Total transparency with the premium allocations, and other charges declared upfront.
The guaranteed value of the unit fund is the value of all invested premiums (premiums
net of all charges) along with the declared bonus interests.
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Premier Life:
- Choice of sum assured: Choose a sum assured, which is a minimum multiple of 1 and
a maximum multiple of 25 times the annual contribution.
- Facility to top-up the investment any time customers have surplus funds.
- Choose from among four funds, based on the investment objective and risk appetite.
- Choice to switch between investments options (4 free switches every policy year).
Retirement Plans
Many of the customers picture themselves enjoying the fruits of their labour after
retirement - going on a dream vacation, or helping our child's career take wing.
Financing all this will depend on their personal savings and investments, so it‘s
important to save for the future from today. These retirement plans are designed to help
customers systematically save, so that they can enjoy all the things they have dreamed
of when they retire.
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Life Time Pension-II
Life Time Pension II gives the freedom to choose the amount of premium, and invest
in market-linked funds, to generate potentially higher returns. On the future retirement
date, the accumulated value of the units will be used to purchase an annuity - to provide
clients with regular income for life.
Power to choose the protection level: Choose from either a Zero sum assured or a sum
assured, which will be equal to the product of annual contribution and term.
Power to increase your investments: Use your surplus funds to top-up the investments
during the deferment period.
Power to invest in a plan based on the priorities: Choose from among four funds,
based on investment objective and risk appetite. If at a later stage the financial priorities
change, clients can switch between the various fund options, absolutely free, 4 times a
year.
Child Plans
As a responsible parent, people want to ensure a hassle-free, successful life for their
child. However, life is full of uncertainties and even the best-laid plans can go wrong.
Smart Kid Education Plans are designed to provide flexibility and to safeguard the
child's future education and lifestyle, taking all possibilities into account. Smart Kid
Child Plans has a bouquet of three products which can help the clients secure their
child's education.
Righty Health Insurance - for the parents and other family members in India
Overseas Travel Insurance - for the parents and other family members visiting
abroad
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Student Medical Insurance - for staying abroad during studies
Wealth Management:
TEAM:
Goals, challenges, milestones. What drives customers, drives ICICI too. That' s why the
bank have put together a team of determined and seasoned professionals who not just
assist customers in their requirements, but also partner closely in the growth to bring the
dreams to fruition.
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PORTFOLIO BUILDING:
48
Investment Planning
Based on the customer‘s investment goal, wealth requirements, investment horizon and
risk profile, the bank construct a suitable asset allocation plan for the clients. During
this exercise, the bank also evaluates and realigns their existing investments as per the
suggested asset allocation, in case required by the customers.
Portfolio Construction
From the wide range of investment avenues, the bank construct appropriate solutions to
implement client‘s investment plan and evolve a tailor-made portfolio for the specific
requirements. This would involve execution of investments in debt, equity, structured
products or alternative asset classes as per the suggested asset allocation.
Portfolio Maintenance
The bank monitors customers investments and periodically suggest rebalancing in the
portfolio for maintaining the asset allocation or aligning their portfolio to changes in
macro-economic factors that might affect the investments.
Portfolio Review
Products:
Online Trading
Mutual Funds
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RESEARCH:
Objective of Research:
There were basically two objectives of the Market Research that was conducted
among the valuable customers of ICICI Bank. These two objectives were:
This was done to find out that what the customers think about various kinds of
market Investments.
2) To find out the knowledge of customers about the various product offerings of
ICICI Bank.
This was done to find out that how much knowledge do the customers have about the
various products of the ICICI Bank.
Being unknown from the Banking sector and its various procedures I had given training
about the ICICI Bank‘s core products, different schemes & policies going on currently.
I had received training about the various product offerings & Mutual fund schemes so
that during my survey I can convince the valuable customers of ICICI Bank.
50
Research Work:
In the survey work the method of Questionnaire is being used. The questionnaires are
then studied properly to find out about the various valuable customers of ICICI bank &
their knowledge about the product offerings of ICICI bank.
Field Work:
I conducted a survey for two weeks among various valuable customers. The survey was
about market investment policies. I made the customers aware of various Mutual Fund
schemes & Insurance Plans of ICICI Bank. I gave them information about the Equity
market and the market risks present in today‘s scenario. Many customers are convinced
about investing their money in ICICI mutual funds.
1) Scheduling appointments: Making telephone calls to all the customers for the
appointments. Many a times customers were busy, sometimes they told me to
reschedule the appointments. Many of the customers were high profile
customers so they were busy all through the week that‘s why it was a tough job
to take appointments. It proved a challenge for me to get appointments.
2) View of the customers: I interacted with all the customers to know about their
views related to the market investments & the risks associated with them. I
asked them that what kind of knowledge they possess about Insurance Policies
such as Life stage pension plans & how much they know about the various
schemes of the ICICI bank. I came to know How they previously invested their
money in different schemes & what kind of profit they gained earlier.
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3) Lack of knowledge: After this interaction I came to know that some of the
people do not have adequate knowledge about market risks & how to achieve
superior returns. Many people were confused about the proper investments &
their returns. They were confused about the securing their future using various
investment plans. Some of the customers were happy by not investing in the
schemes as they thought that they will lose their principal amount because they
do not have proper knowledge.
4) Explanation: Then I explained them about the market risks & returns. I told
them about the various profitable policies of the ICICI bank and how those
policies can be properly used. I explained them to take the help of wealth
managers of ICICI bank for the proper investments. I made them aware about
the efficiency and capabilities of the wealth managers of ICICI bank. I
convinced them that the investments made by the ICICI bank are much more
secure & profitable.
5) Query solutions: I solved their queries about the various policies & schemes. I
told them that why the policies & schemes of ICICI bank are more profitable as
compared to policies of other financial institutions.
6) Agreed for Investment: After the solution of the queries some of the customers
get convinced to invest in the Mutual funds of ICICI bank.
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Analysis of Survey:
6% 7%
8%
F.D
Direct Euity
32%
Real Estate
Mutual Funds
Gold
47%
During the survey it was found out that the 42% of the customers are interested in Real
Estate as it has a lucrative market these days and 37 % in Mutual Funds. Only few of
the customers were interested in F.D., Direct Equity and Gold investments.
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Q2) How much comfortable are you to invest in equity (or market risk) products?
0 2%
very
42%
Just
56% Not
Nearly 56 % of the customers were not interested in investing in market risk products
because of the threat of capital loss. 42 % of the customers were just comfortable (who
are risk takers) and rest are not at all comfortable in investing.
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Q3) what are the major threats in investing money in mutual funds or direct
equity?
2%
4%
12%
Capital Loss
Low Returns
Less Expertise
Stock Collection
82%
The major threats according to 82% customers are Capital loss and according to 12 %
Low Returns. Customers mainly do not invest their money because of these two threats.
Rest 4 % and 2% customers think that less expertise & stock collection are major
threats.
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Q4) which investment style do you prefer most?
19%
2%
Growth
0
Value
Others
79%
During the survey it was found that 79% of the customers prefer Growth kind of
investment style and 19% of the customers prefer Value kind of investment style. Only
2% of the customers prefer others.
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Q5) What do you expect from your investment in various portfolios?
2%
9%
6%
Principal Protection
Wealth Creation
Superior Returns
Store of Value
82%
82% of the customers expect Superior returns from their investments. Such customers
want their returns to be more & more. 9% expect principal protection as they do not
want to loose their principal amount, 6% prefer Wealth creation and only 2% prefer
store of value.
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Q6) Which do you think is more profitable?
10%
21%
0 Real Estate
Gold Equity
FD
69%
69% of the customers think that Real Estate is more profitable as it is the most lucrative
market at present.10% think that gold equity is more profitable and 21% feels FD as
more profitable.
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Q7) What time horizons are you looking to do investment?
2%
5%
11% 1 Year
1-3 Years
3-5 Years
>5 Years
82%
Most of the people (82%) want to invest their money for a period of 3-5 years. 11% of
the people want to invest for 1-3 years. Only 5% customers want to invest their money
for more than 5 years. 2% customers want to invest for 1 year.
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Q8) Which Market Cap do you think is more profitable?
0
5% 3%
Large
Mid
Small
92%
Most of the customers (92%) want to invest their money in Mid Cap as they have been
among the best performers in the equity diversified category. Only 5% of the customers want
to invest their money in Small Cap and 3% customers want to invest money in Large
cap.
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Q9) Are you willing to take assistance of wealth manager to manage your
portfolio?
5%
13%
3% Yes
No
Will Think
Don't Know
79%
79% of the customers wanted to take assistance of the wealth managers as they think
that the wealth managers would be more helpful in increasing their returns. 13% of the
customers told that they will think about the assistance.5% of the customers told that
they do not require any assistance and 3% of the customers were not sure about it.
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Results & Discussion:
Challenge:
Basic challenge of ICICI is the business growth by addressing the more lucrative and
growing segment of middle-class consumers and emerging corporate.
Chanda Kochhar
Joint Managing Director
ICICI Bank Limited
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Possible Solution:
Strategic adoption of technology to ensure that ICICI transforms into a universal bank,
which will provide fast and efficient customer service besides offering the whole gamut
of banking and financial services.
The retention of clients can be done with better relationship building, proper interaction
and proper care of clients. By understanding the basic needs of the customers & by
analysing the financial situation of the customers the clients can be easily retained. The
approach of the company should not be product centric. It should primarily focus on
clients and their needs. The risk appetite of the customers should be calculated properly.
The company should understand that when and under what circumstances the clients
need money. The company should target on fulfilling the short as well as long term
goals.
The company should review the portfolio of clients time to time. By proper monitoring
and rebalancing the portfolio at regular intervals the clients should be retained without
any problem.
From the survey ICICI bank gained the knowledge about their various customers & that
there is lack of knowledge among some customers. Through this survey the customers
came to know about the schemes & policies of ICICI bank and also various product
offerings of ICICI bank.
With the help of my survey it was found that most of the customers were interested
in investing their money in Real Estate. Principal protection is their main target &
the main risk according to the Clients is Capital loss. They expect superior returns
from the portfolios in which they invest. And a lot of the clients were interested in
taking the help of the Wealth managers from ICICI bank.
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Conclusion & Recommendation:
Across India, ICICI Bank has Regional Sales Managers to look after Indian &
NRI Requirements and the Region has a dedicated Investment Officer. Before being
deputed, the officers complete a comprehensive Knowledge Belt Certification program
and, once deputed, they receive thorough instructions in financial planning skills and
techniques. Throughout their careers officers also attend programs to update their skills.
To Service people, when you are abroad, ICICI bank have an ETC Team (Email,
Telecalling & Chat Team) which can help people invest in India Mutual Funds.
All officers in charge of Mutual Funds are certified professionals by AMFI
(Association of Mutual Funds in India)
Many of these officers also hold professional degrees like MBA, CA, ICWA,
CFA etc. Therefore, People should invest their money in ICICI Bank with the help of
Wealth Managers. These wealth managers not only help in achieving superior returns;
they also help the customers from Capital loss.
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Implications for Future Research:
1) The pension monies entering the Mutual Fund industry, as retirement products can be
offered for different income groups, age categories, and different service classes,
varying asset allocation with annuity, life cover and withdrawal facility at varying
stages.
2)Innovative products such as target maturity plans and children plans, commodity-
based products, new asset classes such as real estate funds, hedging and arbitrage
products and bundled products providing pension, insurance and mutual fund benefits in
one product should be introduced by the mutual fund industry.
3) The small-cap funds and funds with more-volatile fund flows hold more cash.
However, the fund managers with better stock-picking skills should hold more cash, so
that when the market falls the customers do not have to suffer losses.
4) The wealth managers should keep analyzing the portfolios of their customers for
proper investments and superior returns.
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REFERENCES
2) David Aaker, Kumar, George Day. Market Research(2001), John Willey & Sons.
Company
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Questionnaire:
Name:
Gender:
Age:
Email-id:
Contact No:
Address:
a) F.D.
b) Direct Equity
c) Real Estate
d) Mutual Funds
e) Gold
Q2) How much comfortable are you to invest in equity (or market risk) products?
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Q3) What are the major threats in investing money in mutual funds or direct equity?
a) Capital Loss
b) Low Returns
c) Less Expertise
d) Stock Collection
a) Growth
b) Value
c) Others
a) Principal Protection
b) Wealth Creation
c) Superior Returns
d) Store of Value
a) F.D.
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b) Real Estate
c) Gold
a) 1Year
b) 1-3 Years
c) 3-5 Years
d) >5 Years
a) Large
b) Mid
c) Small
Q9) Are you willing to take assistance of Wealth manager to manage your portfolio?
a) Yes
b) No
c) Will Think
d) Don‘t Know
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