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  • August 2022 (Revised March 2023)
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Bajaj Finance: Building an Omnipresent Financial Services Firm

By: Das Narayandas and Rachna Tahilyani
  • Format:Print
  • | Language:English
  • | Pages:27
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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. (Revised March 2023.)
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About The Author

Das Narayandas

Marketing
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Related Work

    • August 2022 (Revised March 2023)
    • Faculty Research

    Bajaj Finance: Building an Omnipresent Financial Services Firm

    By: Das Narayandas and Rachna Tahilyani
Related Work
  • Bajaj Finance: Building an Omnipresent Financial Services Firm By: Das Narayandas and Rachna Tahilyani
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