A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT RASTRIYA ISPAT NIGAM LIMITED VISAKHAPATNAM A project Report submitted for the partial fulfillment of the requirements for the award of “Master of business and administration” BY B. Naga Durgarao Reg no. 12H41E0013 ---------------- Under the guidance of Mr. M. Vijay kumar Sr. Manager (Marketing) FACILIATED BY SRI
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..03 * ORGANISATIONAL STRUCTURE………….….04 * ANNUAL REPORT……………………………….05 * TARGET CUSTOMER……………………………08 * PRODUCT LINES...................................................09 * STORE LOCATION………………………………14 * STORE OPERATIONS…………………………....15 * STOREFORMATS………………….................…..18 * CONCLUSION…………………….................……19 Introduction Retail consists of the sale of physical goods or merchandise from a fixed location‚ such as a department store
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for the impact of its activities on its employees‚ customers‚ community and the environment * Intratype Competition: competition between same type of retailers * Intertype Competition: competition between retailers that sell similar merchandise using different types of stores‚ such as discount and department stores * Scrambled Merchandising: When retailers offer merchandise not typically associated with their type of store * Retail Strategy: how the retailer plans to focus its resources
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contribution to the economy comes in from the retail segment. The entry of numerous domestic and global players in the industry makes it extremely challenging and customer oriented. The World Wide Web has paved the way to virtual stores‚ facilitating the easy comparison of selling prices and product specification. Cyber trade has seen plenty of aristocratic achievements due to advancement in technology. 1. Decision Making The aim is to establish a retail fashion and accessory store to target the student
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BANK MANAGEMENT SYSTEM PROBLEM STATEMENT: A Banking concern by the name “ABC Bank” wants to computerize its Banking Services. Bank Management is generally a very complicated task. To reduce the complexity‚ it wants to computerize its Banking services and for this purpose it wants software‚ which will handle all its transactions. The software created must get the overall information from the user. It should then give the user an option as to whether the user wants to make a withdrawal or
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1.2) Scope: This system allows the bank employee to maintain a record of all the customers who have account in the bank. With the help of this system‚ the employee should be in a position to search the records of a particular customer‚ provide him detailed account information and delete and update the customer information as and when required. 1.3) Overview: This system provides an easy solution to the bank employee to maintain customer as well as employee records and maintaining
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Customer relationship management or CRM is not just the application of technology‚ but is a strategy to learn more about customers’ needs and behaviours in order to develop stronger relationships with them. It enables businesses to: Understand the customer Retain customers through better customer experience Attract new customer Win new clients and contracts Increase profitably Decrease customer management costs It is usually more profitable in the long run for a company to keep existing
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Table of Contents CHAPTER 1.0 INTRODCUTION 1 1.1 BACKGROUND 1 1.2 EQUATORIAL COMMERCIAL BANK 2 1.3 MOTIVATION FOR UNDERTAKING THE PROJECT 3 1.4 THE PROBLEM STATEMENT 4 1.5 BENEFITS OF THE PROPOSED SYSTEM 5 1.5.1 Online Banking – How Is It Different 5 1.5.2 Why Use Online Banking 5 1.6 PROJECT OBJECTIVES 6 1.7 SYSTEM OBJECTIVES 7 1.8 SCOPE OF THE SYSTEM 7 CHAPTER 2-LITERATURE REVIEW 8 2.1 DEFINING E-BANKING/ONLINE BANKING 8 2.2 FEATURES OF ONLINE BANKING 8 2.3 E-BANKING IN DEVELOPING COUNTRIES 9
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What is Customer Experience? Forrester Research defines customer experience as: “How customers perceive their interactions with your company.” Forrester did a fine job reducing the complex and multi-faceted integration of physical‚ emotional‚ and often‚ psychological processes that make up the customer encounter. Perception and interaction are the two essential elements of any customer experience definition. Perception is guided by emotional and psychological responses to stimuli presented during
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Introduction of customer relationship management 2 Importance of customer relationship management 2 Customer needs Definition 3 Types of customer needs 3 Process of identifying the customer needs…………………………………………………………………………................3 Customer expectations and satisfaction………………………………………………………. Customer expectations……………………………………………………………………………………………………………………………….4 Customer satisfaction……………………………………………………………………………………………………………………………4 Customer satisfaction
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