A

PROJECT REPORT
ON

CUSTOMER RELATIONSHIP MANAGEMENT

AT

PEARL YAMAHA PVT, .LTD

MASTER OF BUSINESS ADMINISTRATION
BY

MD. ASHRAF ALI KHAN

H.T.NO: 13K31E0029

DEPARTMENT OF BUSINESS ADMINISTRATION

(2013-2015)

ROYAL INSTITUTE OF TECHNOLOGY & SCIENCE

(Affiliated to JNT University, Hyderabad)

Damergidda (v), Chevella, R.R. (Dist), A.P.

Pearl Yamaha Pvt Ltd

PEARL
1-63/3, Nadellas Nest,
Kondapur, Hyd-5000 032
Phone: 040-32560077.

TO WHOM SO EVER IT MAY CONCERN

This is to certify that Mr. MD. ASHRAF ALI KHAN of ROYAL
INSTITUTE OF TECHNOLOGY & SCIENCE at Damergidda (V) Chevella
(M), R.R.Dist. Has completed project work for a period of 45 days. Has been
enthusiastic and delighted in his assignment and has been actively involved in
completion of the project A PROJECT REPORT OF CUSTOMER
RELATIONSHIP MANAGEMENT OF PEARL YAMAHA PVT LTD in
our organization, for a period of 45 days.

During the project work carried out by him, his conduct was found to be
good and satisfactory.

Managing Director (MD)

DECLARATION

I, Mr. MD. ASHRAF ALI KHAN bearing H.T.No:. 13K31E0029 a final year
student of MBA, do hereby declare that this project report entitled Customer
Relationship Management has been submitted by me in partial fulfillment of the
requirements for the award of the degree of Master of Business Administration
by the JNTU, Hyderabad.

This project report is an independent work and has not bee submitted to any
other university for the award of any degree or diploma.

Date:

Place: Hyderabad.

(Signature)

ACKNOWLEDGEMENT
This satisfaction that accompanies the successful completion of any tasks
would be incomplete without the mention of the people who made it possible
and whose encouragement and guidance has been a source of inspiration
throughout the course of the project.
I would like to thank our respected Principal Dr. Sardar Ali and to our
HOD, MBA Department Mr. Md Gayasuddin for giving me support in
successful completion of my MBA programme.
I would like to express my since thanks and deep sense of gratitude
towards BRAND BUILDER. And I would like to thanks to my project guide
Mr. KIRAN NAIK BHANOTH.
I express my deep sense or gratitude to Mrs. Megha Mathur my internal
guide, whose valuable suggestion have indispensable to bring about successful
completion of my project.
I would like to express my gratitude to all the people who have helped me
in doing this project.

MD. ASHRAF ALI KHAN

ABSTRACT

This project studies about measuring of customer Relationship

management services provided Pearl Yamaha through Customer Relationship
Management (CRM). Pearl Yamaha Pvt. Ltd. has wide range of customers in
various cities. Measuring customer satisfaction includes how customers are
satisfied in services provided by Pearl Yamaha. The project involves on how the
customers of Pearl Yamaha are satisfied with the services provided by the
company and the factors that are influencing the customer satisfaction and
taking in to account the valuable suggestions given by the prospective
customers and maintaining proper customer database so that the customer
satisfaction is ensured. Since the customers of Pearl Yamaha are from different
locations so the customers are regularly contacted through e-mail and telephone.
So through emails and the customers will give their valuable suggestions and
accordingly the company tries to implement them so that the customer
satisfaction is ensured.
Here the main aim of the company is to attract new customers and to
regain old customers so what are the steps the company has taken to attract new
customers and how effectively the company has implemented lead management
techniques and what was the lead ratio of attracting new customers. The positive
responses and negative responses from different aspects and areas were taken in
to consideration and what are the factors contributing for the positive responses
and what are the factors contributing for negative responses is studied.

INDEX

CONTENTS

PAGE NO

CHAPTER 1
Introduction

CHAPTER 2
Company profile

11

CHAPTER 3
Literature study

15

1. sector CRM
2. marketing difference CRM
CHAPTER 4
Research methodology

29

1. primary
2. secondary
CHAPTER 5
Data analysis

38

1. Tables, Graphs & interpretations

CHAPTER 6
Finding & conclusion

44

CHAPTER 7
Bibliography

49

CHAPTER 8
Appendix

51