Publications
Publications
- August 2022
- HBS Case Collection
Bajaj Finance: Building an Omnipresent Financial Services Firm
By: Das Narayandas and Rachna Tahilyani
Abstract
Bajaj Finance, India’s largest consumer finance firm with $20.9 billion of assets across 50.5 million customers, is on a journey to transform itself from a traditional firm that sells loans and other financial products through brick-and-mortar outlets to an omnipresent firm that offers customers a seamless experience across the physical and online world. Can a traditional offline firm with limited experience in the digital arena embrace a new customer-focused way of working? Can it win against a consumer tech giant like Amazon, which aspires to be the “earth’s most customer-centric company”?
Keywords
Financial Institutions; Transformation; Financial Instruments; Customer Satisfaction; Internet and the Web; Customer Focus and Relationships; India
Citation
Narayandas, Das, and Rachna Tahilyani. "Bajaj Finance: Building an Omnipresent Financial Services Firm." Harvard Business School Case 523-040, August 2022.