Crm in banking sector with special reference to new age banks. Undertaken at bharti airtel submitted in the partial fulfilment for the requirement of the award post graduate diploma in management awarded by indira school of business studies. Rick ferguson and bill brohaugh, 2008 in their research paper. Project report on customer relationship management crm. Before you can satisfy the customer, you have to satisfy the project by having the right tools for the job. Customer relationship management i about the tutorial customer relationship management crm in a very broad way can be defined as the efforts made towards creating, developing, and maintaining a healthy and longlasting relationship with the customers using technology. A project report on customer relationship management project report submitted in partial fulfillment of the. Dec 06, 2011 ulip as an investment avenue mba final year project. Today, many businesses such as banks, insurance companies, and other serviceproviders realize the importance of. It is an exercise in futility to invest in acquiring a new customer only to lose him before even a part of the investment can be recovered. In the domestic market, decorative segment accounts for 70 of the total demand for paints whereas.
Customer relationship management solutions provide customer oriented services for planning, developing, maintaining and expanding customer relationship. Customer relationship management crm dr b b mansuri abstract the ultimate. Customer relationship management projects report projects. Improve customer service by providing representatives with integrated, uptodate information about each customer from recent transactions to current service problems. Customer relationship management telecommunication industry comparison between. To study the level of customer satisfaction towards bajaj a project report submitted to the. Effective customer relationship management focuses on the. Introduction customer relationship management crm is one of the newest innovations. Customer relationship management at airtel authorstream. Customer relationship management telecommunication. Search and upload all types of customer relationship management projects at management. Report on corporate governance corporate governance is more than a set of processes and compliances at bharti airtel limited. Who has always been a source of great help, guidance.
Customer relationship management crm is an effective tool to achieve this goal. Customer relationship management at airtel free download as word doc. The report is structured to provide a summary of essential information on the amajuba social marketing. Crm is the abbreviated form of customer relationship management and can be defined as a process or method used to. It underlines the role that we see for ourselves for today, tomorrow and beyond. Enhancing customer experience according to management, mcdonalds will continue to build the business in 20 and beyond by enhancing the customer experience through optimizing its menu, modernizing the customer experience, and broadening accessibility to its brand. Ravindra kumar roll no40 pgdm200709 new delhi institute. Project report on customer relationship management pdf. Further the study revealed that crm practices of airtel were better than bsnl. It gives me immense pleasure in presenting the internship report on customer satisfaction level of prepaid subscribers of airtel bangladesh limited which was assigned to me as a partial fulfillment of the bba program. It addresses customer concerns since it involves gathering a lot of data about the customer. Customer relationship management at airtel by sanjay gupta.
Customer relationship management at airtel project report. Comparative analysis of vodafone and airtel services in. The project is done for relative study of marketing in and around pune keeping track on major competitor of airtel i. Feb 02, 2018 enhancing customer experience according to management, mcdonalds will continue to build the business in 20 and beyond by enhancing the customer experience through optimizing its menu, modernizing the customer experience, and broadening accessibility to its brand. Pdf telecom companies across the globe are facing tough times. Customer relationship management projects projects on. Kotler, 2008, the aim of customer relationship management is to produce high customer equity.
Who has always been a source of great help, guidance and inspiration to me in order to making project report on customer relationship. Customer relationship management, customer satisfaction. Project report on the concept of customer relationship management crm. Customer relationship management project report mba, customer retention project report, loyalty services according to customer crm flipkart customer relationshipbharti airtel.
I had written an email recently to stop my paper bill as i was already getting an ebill and hence no need to. A study on subprime crisis and its effects on india mba project. This is a project to develop a customer relationship management crm system. Internship report on airtel customer service assignment point. Customer relationship management airtel slideshare. Crm can be thought of as a marketing approach that is based on customer information. Indias largest mba marketing projects reports for students and professionals. Relationship management with the three focal points customer perceived value, customer satisfaction and customer loyalty has become key success factor in achieving sustained customer patronage and profitability to the firm.
Customer relationship management crm utar institutional. Vodafone, idea form project management office to integrate. Customer relationship management at airtel by sanjay. In fact customer relationship management involves organising activities around the sole customer. The customers belonging to airtel and bsnl telephone company differ.
The benefits of customer relationship management crm strengthen customer loyalty and increase sales by delivering more personalized service and information. The following report on corporate governance, reflecting ethos of bharti airtel limited bharti airtel airtel the. This paper has analysed the crm practices of public and private sector telecom. Crm at bharti airtel customer relationship management. This thesis aims to study how customer relationship management crm is used in companies. Customer relationship management consists of three components, i. The users retrieve reports from the crm system using oracle discoverer. Customer equity is the total of the discounted lifetime values of all the firms customers.
Customer satisfaction level of prepaid subscribers of airtel. In these organizations top management has frequent contacts with external customers. Impact of sales promotional activities of airtel broadband. By exploring, describing and somewhat explaining companies objectives of crm and their crm processes as well as how the organization is affected by crm, achieves the overall purpose of the study. Topic of our project is customer relationship management of airtel bangladesh.
Ulip as an investment avenue mba final year project. Income tax planning in india with respect to individual assessee mba project. Customer relationship management international journal of. To identify the customer relationship management programs being run by airtel. It tries to show a single view to its customers, while looking for a customercentric. Tounderstand more in customer relationship management, we first need to understand threecomponents which are customer, relationship and their management.
This project will only succeed when the project manager is a true believer in crm and has project management and leadership skills to make a difference in the organization. Videsh sanchar nigam limited vsnl 16th annual report 2002 india like many other. Project on customer satisfaction towards airtel essay example. This case gives description about crm implementation at airtel ltd. Top indian telecoms carrier bharti airtel lost almost 1 million mobile customers. Customer relationship management form a learning relationships with the customers by noticing their needs with the use of online transaction processing i. The study revealed the picture of customers perception and satisfaction which help airtel broadband to encourage more people to have be the customers and consumers of airtel broadband. Crm airtel customer relationship management oracle. A project report on customer satisfaction survey of maruti udyog ltd. Customer relationship management crm is a method for managing an organizations connections with present and potential clients. Banks are realising that the magical formulae for attaining success in such a competitive environment is to focus on maintaining relationship with customers leading to customer loyalty and retention. Managingcustomer relationships is important and valuable to the business. The relationship between a company and its customers involves continuous bidirectional. Crm airtel free download as powerpoint presentation.
This site provides free download management system project report. Achieving customer satisfaction generates the profit. Customer relationship management at airtel project on every effort has been made to reduce to the minimum the printing and calculation delhi. Indias largest online mba project reports for students and professionals. Customer relationship management telecommunication industry. Customer relationship marketing project management.
Project report on effectiveness of customer relationship management at airtel. Search and upload all types of crm customer relationship management projects for mbas on management. The staff focuses all of its attention on satisfying the customers needs. It requires making use of technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. Customer relationship management crm a case study of airtel. A project report on customer satisfaction survey of maruti.
Crm at bharti airtel free download as powerpoint presentation. A project report on customer relationship management project report. Paper presented at the annual meeting of the academy of marketing science, miamimay. Relationship marketing is not only a change in thinking, but it is also a change in the way you do business. Explore marketing projects for mba pdf, marketing projects, advertising project topics or ideas, sales based research projects, latest synopsis examples, samples, structure abstract, base papers, source code, thesis ideas, phd dissertation for mba students, reports in pdf, doc and ppt for final year mba, diploma, bsc, msc, btech and mtech students for the year 2015 and 2016. This data is used to facilitate customer service transactions.
Customer relationship management at airtel market economics. Customer relationship management marketing project topics. It gives me immense pleasure in presenting the internship report on customer satisfaction level of prepaid subscribers of airtel bangladesh limited which was assigned to me as a. I would like to think my family for their support and encouragement as well as love that helped me gets through utar. The project also helps me to understand more about the customer relationship management crm system. As the name implies, it deals with the customers after the sales occurs. Project report on crm, mba project report on customer. Bsc it cs project documentation information technology students, mca projects, bca projects, msc computer science projects, b tech bachelor of technology in cs. It tries to show a single view to its customers, while looking for a customer centric. This project would not have been possible without them. Jan 20, 2017 and it reminds the customer that the relationship is mutual.
In a bid to integrate operations of vodafone and idea cellular, both the companies have formed a project management office as the nodal body spearheaded by former ceo of vodafone romania ravinder. This very topic is related with customer relation division of airtel bangladesh this division consits of 151 employees. A case study of airtel magic at bharti bharti televentures is one of india s leading private sector telecom operators. Customer relationship management marketing project topics, mba base paper, advertising thesis ideas, dissertation, synopsis, abstract, report, full pdf, working details for marketing management mba, diploma in business, btech, be, mtech and msc college students for the year 20152016. Final project report submitted in the fulfillment of requirements for the postgraduate diploma in management 200709 submitted to. Airtel launches project leap in ap, telangana circle.
Vodafone cellular services and understand the different factors influencing the buying behavior, habits and perception and satisfaction level of the users of both the companies have been compared so as to find out whose brand. Airtel broadband, consumer, organisation, sales promotion, services. Relationships have proved to be the central element in the success of business since time immemorial. We see a great usage of crm in the service industry, especially in the cellular services where each service provider is trying to have an edge over the other by means of enhancing customer satisfaction. Customer focused organizations focus both on customer satisfaction and profit. Mba project report on crm customer relationship management at airtel pages.
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