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    A STUDY ON CUSTOMER RELATION MANAGEMENT

    &PRACTICES OF LEADING LIFESTYLE RETAIL

    BRAND

    Dissertation submitted in partial fulfillment of the requirements for the

    award of the Degree of

    MASTER OF BUSINESS ADMINISTRATION

    of

    BANGALORE UNIVERSITY

    ByHARSHVINDER JOHAL

    Reg. No: 11KSCMA040

    Under the guidance of

    MRS. DIPALI KALE

    Asst. Professor

    IASMS

    INDIANACADEMYSchool of Management Studies

    Hennur Cross, Hennur Main Road, Bangalore 560 043

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    20122013

    INTRODUCTION:

    Customer relationship management is a model for managing a companys interactions withcurrent and future customers. It provides a 360 degree view of customer data. It

    involves using technology to organize, automate and marketing and customer

    service. In India the big retail company in Departmental category like Shoppers

    stops, lifestyles, Westside are leading retailer using the loyalty programmes.

    STATEMENT OF THE PROBLEM:

    A problem statement is a concise description of the issues that need to be addressed by aproblem solving team and should be presented to them (or created by them) before they try to

    solve the problem. When bringing together a team to achieve a particular purpose provide themwith a problem statement. A good problem statement should answer these questions:

    1. What is the problem? This should explain why the team is needed.

    2. Who has the problem or who is the client/customer? This should explain who needs the

    solution and who will decide the problem has been solved.3. What form can the resolution be? What is the scope and limitations (in time, money,

    resources, technologies) that can be used to solve the problem? Does the client want

    a white paper? A web-tool? A new feature for a product? Abrainstorming on a topic?

    The primary purpose of a problem statement is to focus the attention of the problem solvingteam. However, if the focus of the problem is too narrow or the scope of the solution too limited

    the creativity and innovation of the solution can be stfling.

    http://www.answers.com/topic/white-paperhttp://www.answers.com/topic/brainstorminghttp://www.answers.com/topic/brainstorminghttp://www.answers.com/topic/white-paper
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    OBJECTIVE OF STUDY:

    To find out the impact of customer relationship among customers.

    To analyse the role of Customer relationship management

    To find out the awareness about the CRM benefit among customers.

    METHODOLOGY:-

    It is descriptive in nature. It describes the characteristics of population.

    Types of survey:-

    Questionnaires

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    Methods of sampling:-

    Simple random sampling

    Sample size:-

    100 respondents

    Sample unit:-

    Customer of shoppers stop, life style, Westside.,Central

    PLAN OF ANALYSIS:

    Microsoft excel will be used to tabulate and organize the data.

    Bar graphs and pie charts will be used to analyze and understand the data collected and

    for further interpretation.

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    Some of the tools used for analysis purpose are Correlation analysis, ANOVA,Chi-square

    etc.

    CHAPTER SCHEME:

    Chapter 1: Introduction

    This chapter gives full details about the topic chosen including the background details

    Chapter 2: Review of literature and research design

    This chapter will give the details of statements of problems, objectives of conducting

    research. Scope of the study being conducted.the methodology and limitations, operational

    definition of the variables.

    Chapter 3: Company profile

    This chapter gives the overall background of the company, history, present status, its

    structure, what are its activities, what are their future prospects.

    Chapter 4: Analyzing and interpretation

    This chapter contains graphs and other statistical tools used in measuring the details collected

    through questionnaire.

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    Chapter 5: Summary of Findings, Conclusion, Recommendations

    This chapter gives the picture of various findings drawn out analysis and interpretation,

    conclusions made and suitable solutions for the problem under study as well as scope furtherstudy.