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

By
HARSHVINDER JOHAL Reg. No: 11KSCMA040 Under the guidance of MRS. DIPALI KALE Asst. Professor IASMS

INDIAN ACADEMY
School of Management Studies
Hennur Cross, Hennur Main Road, Bangalore 560 043

20122013 INTRODUCTION:
Customer relationship management is a model for managing a companys interactions with current 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 a problem 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 them with 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? A brainstorming on a topic? The primary purpose of a problem statement is to focus the attention of the problem solving team. 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.

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

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.

 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.

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 further study.