IMS BIG BAZAR

Topics: Management, Customer relationship management, Master of Business Administration Pages: 5 (426 words) Published: February 17, 2015

THESIS
ON
Customer Relationship Management
In Retail Sector

THESIS SUBMITTED TOWARDS FULFILLMENT
OF
MASTER OF BUSINESS ADMINISTRATION

SUBMITTED BY:

MOHIT GUPTA
ID No.: D1114SSICHEUGPC10008(4251)
Contact No: 9871208226
UNDER THE GUIDANCE OF:

EXTERNAL SUPERVISOR
Mr. Sajal Gupta
(CRM Manager)

DECLARATION

I ‘Mohit Gupta’ hereby declares that this Thesis titled ‘To study the Customer Relationship Management In Retail Sector (Big Bazaar)’ is a genuine work done by me. Information presented here is correct to the best of my knowledge. Also the report presented has not been submitted anywhere else.

Mohit Gupta
PREFACE

Master of Business Administration (M.B.A.) programmer is one of the most reputed professional courses in the field of management. This course includes both theory and its applications as per contents of its curriculum. Report is an integral part of Master of Business Administration programmed of Institute of Management & Studies. It give exposure to our practical knowledge and also to get interact with the various aspects of present market conditions. Each student is required to undergo practical training, after the .completion of third semester examination.

The Project Report programmers are designed to give the managers the future of the corporate happenings and work culture. The real life situation is really different from the stimulated exercise enacted in an artificial environment inside. The project Report programmers are designed, so that the managers or tomorrow do not feel when the time comes to take responsibilities The report presented here is a result of my hard work. This project helps me to learn about of working of retail sector. .

ACKNOWLEDGEMENT

It’s a privilege to express my sincere indebtedness and profound sense of gratitude to my report guide Mr Sajal Gupta , whose active association, constant encouragement, untiring support and generous efforts enabled me to layout the work of this report. This report would never have taken this final shape without his watchful help.

I would like to thanks my parents for their valuable & moral support.
All other faculty members, who all courteously responded to my queries and guided me in giving the final shape to the report.

(Mohit Gupta)
MBA (IV sem.)
Table of content

1.Executive Summery 1-2
2.Objective 3-4
3.Introduction5-8
Trend in Retail market9-12
CRM13-19
Advantage of CRM20-23
Process of CRM24
Consumer Behavior25-26
4.Report Methodology27-41
5.Data Analysis & Interpretation 42-57
6.Findings 58-59
7.Swot Analysis 60-62
8.Limitation63-64
9.Conclusion 65-67
9.Recommendations 68-75
10 Questionnaire 76-81
11.Bibliography 82-83

Bibliography: 82-83
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