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7/29/2019 report of costumer loyalty
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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-paper7/29/2019 report of costumer loyalty
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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.