CUSTOMER RELATIONSHIP MANAGEMENT
RELIGARE SECURITIES LTD
(REGIONAL OFFICE, BMCC ROAD, PUNE)
TABLE OF CONTENTS
Chapter 1. Rationale of the Study.
Chapter 2. Objectives of the study.
Title of the project
Objective of the study
Scope of the study
Chapter 3. Profile of the company.
Chapter 4. Review of Literature.
Chapter 5. Research Methodology
Data Collection Methods / Sources
Sampling Plan which should include sampling unit, sampling size and sampling methods viz. questionnaire methods interview methods observation etc. Chapter 6. Data Analysis and interpretations using various charts and graphs Chapter 7. Findings
Chapter 8. Limitations (if any)
Copies of questionnaire
Copies of form or any from the company
RATIONALE OF THE STUDY
RATIONALE OF THE STUDY
Customer Relationship Management (CRM) is a business approach which recognizes the importance of customers as the driving force behind the success of failure of any business. It enables the business organization to maintain, analyze and act upon the information which the business identifies as relevant to improve its relationships with the customer, and thus enhance its chances of success. Customer Relationship Management (CRM) helps companies improve the profitability of their interactions with customers while at the same time making the interactions appear friendly through individualization and personalization of services. This management includes Data Mining with the help of which Customer Life Cycle can be managed well in Acquiring new customers, increasing value of the customers, retaining good customers. The basic steps of Data Mining for effective CRM are:
1. Define Business Problem
2. Build Marketing Database
3. Explore Data
4. Prepare data for modeling
5. Build Model
6. Deploy model and results
The company can then use the information to learn about the behavior of its customers and improve the way it does a business. It can look at recurring complaints from multiple customers to solve a problem which would otherwise go unchecked with a normal formats and management system of the company. The main objective of my project is to find effective solution for the Customer Relationship Management and accordingly increase the credibility and profitability of the company. This study is more related to consumer behavior and perception about the facilities and convenience provided by the company, Customer Satisfaction is emphasized in this management. o Helping an enterprise to enable its marketing departments to identify and target their best customers, manage marketing campaigns with clear goals and objectives, and generate quality leads for the sales team. o Assisting the organization to improve telesales, account, and sales management by optimizing information shared by multiple employees, and streamlining existing processes (for example, taking orders using mobile devices) o Allowing the formation of individualized relationships with customers, with the aim of improving customer satisfaction and maximizing profits; identifying the most profitable customers and providing them the highest level of service. o Providing employees with the information and processes necessary to know their customers, understand their needs, and effectively build relationships between the company, its customer base, and distribution partners.
OBJECTIVE OF THE STUDY
OBJECTIVES OF THE PROJECT
A. Title of the project:
Customer Relationship Management (CRM) with Religare Securities B. Objective of the Study:
The objective of the project was to analyze „Effective Customer Relationship Management‟ for Religare Securities Ltd., Pune for that we have to understand current CRM System and Services provided from the company and its effect on Customer Needs, Satisfaction Level, their response and emotions. The objective of this study to analyze existing customer...
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