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10 o! 11"

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•

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Customer #elationship Management Module $ro%ect #eport sachinkumar &harad'a"(" 'ie)s

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*mpact o! Customer #elationship Management on Customers loyalty + Temitope ,alana(-0" 'ie)s

•

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$ro%ect report on crm Ahmed .idan -(-00 'ie)s

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Customer #elationship Management /C#M aiser A22as 3(4"5 'ie)s

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A pro%ect report o! customer satis!action sur'ey on 'oda!one Hemanth C#$atna"0(613 'ie)s

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$ro%ect report on consumer 2eha'iour o! Airtel Ashish Du2ey 5"(404 'ie)s

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crm7pro%ect7report sukesh go)da 8(665 'ie)s

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*mpact o! Customer #elationship Management on Customers loyalty + Temitope ,alana388 'ie)s

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Customer relationship management charanreddy"46 11(540 'ie)s

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C#M 7 Customer #elationship Management 'inaya+hs 115(036 'ie)s

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Customer relationship management 9mkaresh)ar &anore (165 'ie)s

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Customer #elationship Management /Airtel ashish1+2ansal 50(344 'ie)s

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5"810613 pro%ect7on7customer7satis!action7to)ards7mo2ile7ser'ice7pro'iders Hiral =hah58(0-0 'ie)s

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$ro%ect report on >customer satis!action to)ards )hatsapp> Chirag $atel 13(5-" 'ie)s

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customer relationship management ?idyut ain 13(- 0 'ie)s

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Crm !inal ppt Krishma =andesra 1 (43 'ie)s

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Customer relationship management and importance o! relationship marketing in th;;Hemanth C#$atna -(83" 'ie)s

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#ole o! Customer #elationship Management in retail sector /C=# Monster @riters8("3- 'ie)s

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=ummer *nternship $ro%ect report7 Customer =atis!action Analysis #eliance =ec;;=hu2ham Dasgupta 1(-58 'ie)s

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Customer #elationship Management 9?E#*A & 10(-4 'ie)s

•

A pro%ect report on customer satis!action AT T?= motors pro%ect report m2a mark;;M&A C9#BE# &y &a2asa2 $atil /Karrisatte -(530 'ie)s

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Customer satis!action on Hero Motocop Ltd a!ter split )ith Honda Da'id ,ranclin-(-53 'ie)s

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"04- 34 airtel7!inal7pro%ect7report =oumya =ahoo 3(4 5 'ie)s

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A training pro%ect report on airtel **TTM @AL*9# (410 'ie)s

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Airtel =oumya =ahoo 4(0 1 'ie)s

•

Crm $$T 5018 =agar Kudale 8(6- 'ie)s

•

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&harti Airtel Deep Das 15(0 " 'ie)s

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Customer satis!action #ehan Ehsan 5(868 'ie)s

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C#M Chinmay Maha%an (853 'ie)s

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9rient Customer #elationship Management $ro%ect #eport tayya2a)ays 5(0"5 'ie)s

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A study on customer satis!action !or !astrack )atches &elli $K "(3-6 'ie)s

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Customer pre!erence and e

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?oda!one crm Leha $ 3( 86 'ie)s

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C#M at *C*C* 2ank sinhanishant18 -(4" 'ie)s

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Crm at72ig72a:aar7reliance7mart Moin Hamdani -(3-6 'ie)s

A study on customer satisfaction, customer

relationship management• 8,749 'ie)s

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alakunte

/" =lide=hares 1501$u2lished Dec 1-( 5011

$ro%ect on C#M( customer satis!action

$u2lished in &usiness ( Technology

•

•

• =ri =ri HA DA 5 years ago

Transcript

• 1+ KA#BATAK LA@ =9C*ET = *B=T*TUTE 9, MABA EMEBT EDUCAT*9BABD #E=EA#CH &EL AUM/A!!iliated to Karnataka Uni'ersity( Dhar)ad F#ecogni:ed 2y A*CTE( Be) Delhi A $#9 ECT #E$9#T 9B GA =tudy on Customer=atis!action( Customer #elationship Management F Competitor $ro!ile *n A*#TEL(&angalore #ural =u2mitted 2y Mr+#AHUL ?+ MACHAKABU# /#eg+Bo+7M&A060080-1 1

• 5+UBDE# THE U*DABCE 9, *B=T*TUTE U*DE 9# AB*=AT*9B U*DEDr+#a%endra *namdar Mr+ #an%it Thomas/,aculty KL= *ME#( &elgaum /.onal =alesManager KA#BATAK LA@ =9C*ET = *B=T*TUTE 9, MABA EMEBTEDUCAT*9B ABD #E=EA#CH &EL AUM+/A!!iliated to Karnataka Uni'ersity(Dhar)ad F #ecogni:ed 2y A*CTE( Be) Delhi CE#T*,*CATE 5

• 8+This is to certi!y that dissertation entitled GA =tudy on Customer=atis!action( Customer #elationship Management FCompetitor $ro!ile at A*#TEL in &angalore #ural isa2ona!ide )ork and independent $ro%ect study conducted 2y #ahul?+ Machakanur(#g+Bo M&A060080-1 and has success!ullycompleted his =ummer in plant $ro%ect in

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FC9M$ET*T9# $#9,*LE *B &AB L9#E #U#AL + The pro%ect )ork )as !or 30days!rom 1stth une to 81st uly+This research )as conducted in t)o districts Kolar andChika2alapur to study the customersatis!action le'el( customer relationship managementand market share o! the competitors+ Theresearcher has sur'eyed a sample si:e o! "00customers and 500 retailers in Kolar andChika2alapur district+*t )as !ound that though

the A*#TEL has the highest market share it needs to impro'e on itsser'ice Iuality andretail ser'ices+The research has 2een conducted to gather in!ormation !rom 5"0respondents F a structuredIuestionnaire )ill 2e used to collect the in!ormation !rom therespondents+ The data )hich )ascollected !rom them )ill 2e analy:ed andclassi!ied+Company $ro!ile -

• 4+A*#TEL is one o! Asia s leading pro'iders o! telecommunication ser'ices )ith presence in allthe 55 licensed %urisdictions /also kno)n as Telecom Circles in *ndia( andin =rilanka Theyser'ed an aggregate o! 188(-04( 63 customers as o! April 80( 5010( in*ndia o! )hom180(313( 4- su2scri2e to their =M ser'ices and 8(065(006 use ourTelemedia =er'ices either!or 'oice and or 2road2and access deli'ered through D=L+They

are the largest )ireless ser'icepro'ider in the country( 2ased on the num2er o! customersas o! April 80( 5010+ They o!!er anintegrated suite o! telecom solutions to our enterprisecustomers( in addition to pro'iding longdistance connecti'ity 2oth nationally andinternationally+ They also o!!er DTH and *$T?=er'ices+ All these ser'ices are renderedunder a uni!ied 2rand GA*#TEL +The company also deploys( o)ns and manages passi'ein!rastructure pertaining to telecomoperations under its su2sidiary &harti *n!ratel Limited+&harti *n!ratel o)ns 5 o! *ndusTo)ers Limited+ &harti *n!ratel and *ndus To)ers arethe t)o top pro'iders o! passi'ein!rastructure ser'icesin *ndia+ 4

• 6+Company History7 &harti A*#TEL&harti Tele7?entures )as incorporated on uly -(166" as a company )ith limited lia2ilityunder the Companies Act( !or promoting

telecommunications ser'ices+ &harti Tele7?enturesrecei'ed certi!icate !or commencemento! 2usiness on anuary 14( 1663+The Company )as initially !ormed as a )holly7 o)nedsu2sidiary o! &harti Telecom Limited+The chronology o! e'ents since &harti Tele7?entures )as incorporated in 166" is as !ollo)s Calendar year F E'ents166"&hartiCellular launched cellular ser'ices A*#TEL in Delhi1663=TET *nternational Betherlands

B?( or =TET( a company promoted 2y Telecom *talia( *talyacIuired a 50 eIuity interestin &harti Tele7?entures&harti Telenet launched cellular ser'ices in Himachal$radesh166-&ritish Telecom acIuired a 51+0" eIuity interest in &harti Cellular &hartiTelenet o2tained alicense !or pro'iding !i

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T Mo2iles ( thecellular ser'ices pro'ider *n Karnataka and Andhra $radesh circles Be)ork Li!e *nsurance,und( or B L*,( acIuired a 8 eIuity *nterest in &harti Cellular

5000 &harti Tele7?enturesacIuired an e!!ecti'e eIuity interest o! 0+" in &hartiMo2inet /!ormerly =kycellCommunications ( the cellular ser'ices pro'ider in Chennai&harti Tele7?entures acIuired a80+5 eIuity interest o! Telecom *talia in &harti Telenet

and 14+4 !rom &harti Telecomthere2y making &harti Telenet a 100 su2sidiary o!&harti Tele7?entures7 =ingTel /through itsin'estment company $astel Limited acIuired=TETs 1"+8 eIuity interest in &harti Tele7?entures7 &harti Tele7?entures acIuired anadditional e!!ecti'e 1+3 EIuity interest in &harti Mo2ile/2y acIuiring the remaining83+"" eIuity interest in =C Cellular resulting in &harti Tele7?entures holding ane!!ecti'e - eIuity interest in &harti Mo2ile+5001&harti Tele7?entures acIuired

B L*,s 8 eIuity interest in &harti Cellular &harti Telesonicentered into a %oint 'enture(&harti AIuanet( @ith =ingTel !or esta2lishing a su2marine ca2lelanding station atChennai &harti Tele7?entures issued additional eIuity !or appro

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$lat!orm !or &hartiA*#TEL s %oint 'enture )ith *,,C9( *K=L /*,,C9 Kisan =amachar 7@orld CommunicationsA)ards 5004 15

• 18+Competitors1+ #eliance Communication5+ *dea Cellular8+ Tata Communication + TataTeleser'ice"+ MTBL3+ =pice Communication-+ Tulip Telecom4+ Bu Tek *ndia6+

oldstone *n!ra10+ &=BL 18

• 1 +Title o! the $ro%ectCustomer =atis!action( Customer #elationship ManagementandCompetitors $ro!ile at A*#TEL in &angalore #ural+92%ecti'es Q To assess the ser'iceo! A*#TEL comparison )ith other net)orks+ Q To kno) the market share o! A*#TEL+ Q Tokno) the customer relationship management o! A*#TEL+ Q To kno) the market share o!the competitors+ Q To kno) the promotional a2ility and schemes o! the competitors+ Q Tokno) the target market o! the competitors+ 1

• 1"+ Total =ample =i:e Q "00 customers /5"0 Kolar F 5"0 Chika2alapur Q 500retailers#esearch DesignThe research has 2een conducted to gather in!ormation !rom 5"0respondents F a structuredIuestionnaire )ill 2e used to collect the in!ormation !rom therespondents+ The data )hich )ascollected !rom them )ill 2e analy:ed andclassi!ied+Title=tudy on customer satis!action and assessment o! customer relationshipmanagement !orA*#TEL in Kolar district+92%ecti'es 1"

• 13+Q To assess the ser'ice o! A*#TEL in comparison )ith other net)orks+ Q To kno) themarket share o! A*#TEL+ Q To kno) the customer relationship management o!A*#TEL+Hypotheses o! studyHypotheses 1H0 less than eIual to -0 o! the customersare satis!ied )ith the o'erall ser'ice pro'ided 2yA*#TEL+ /RS-0 H1 More than -0o! the customers are satis!ied )ith the o'erall ser'ice pro'ided 2yA*#TEL+/ -0 Hypotheses 5 13

• 1-+ H0 At least 40 o! A*#TEL customers !eel that the approach o! the customer caree

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• 50+Analysis o! the Data*n this study the relationship 2et)een independent 'aria2le andindependent 'aria2les aree

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• 80+The physical recharge card is easily a'aila2leV ,reIuency $ercent ?alid $ercentCumulati'e $ercent?alid =trongly Agree 38 "8+ "8+ "8+ Agree 5- 55+6 55+6 -3+8 Boidea 8+ 8+ -6+- Disagree 3 "+1 "+1 4 +- =trongly Disagree 14 1"+8 1"+8 100+0 Total114 100+0 100+0 80

• 81+@hich !ull talk time o!!er do you pre!er more F )hyV ,reIuency $ercent ?alid$ercent Cumulati'e $ercent?alid 55 5- 55+6 55+6 55+6 "1 "8 +6 +6 3-+4 66 15 10+510+5 -4+0 555 11 6+8 6+8 4-+8 888 1" 15+- 15+- 100+0 Total 114 100+0 100+0 ,igure 11 81

• 85+Are you using A*#TEL as a main contact num2erV *! yes )hat is the reasonV,reIuency $ercent ?alid $ercent Cumulati'e $ercent?alid es -8 31+6 31+6 31+6 Bo "84+1 84+1 100+0 Total 114 100+0 100+0 85

• 88+@hat you !eel a2out customer care relationship management in A*#TELV ooE

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• 86+Q 100T99L= ABD TECHB* UE= 9, DATA C9LLECT*9B Q uestionnaire QTelephonic inter'ie)=ampling Measurement techniIue Q Analysis o! Iuestionnaire in=$== so!t)are+Analysis o! the Data*n this study the relationship 2et)een independent'aria2le and independent 'aria2les aree

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• "0+ @hich o! these internet packs o!!ered 2y A*#TEL are pre!erred 2y the customersV,reIuency $ercent ?alid $ercent Cumulati'e $ercent?alid $#C 10 58 58+0 58+0 58+0$#C 16 - -+0 -+0 -0+0 $#C 53 18 18+0 18+0 48+0 $#C 64 1- 1-+0 1-+0 100+0 Total100 100+0 100+0 "0

• "1+ #esearch DesignThe research has 2een conducted to gather in!ormation !rom 5"0respondents F a structuredIuestionnaire )ill 2e used to collect the in!ormation !rom therespondents+ The data )hich iscollected !rom them )ill 2e analy:ed andclassi!ied+Title=tudy on customer satis!action and assessment o! customer relationshipmanagement !orA*#TEL in Chika2alapur district+ "1

• "5+ 92%ecti'es Q To assess the ser'ice o! A*#TEL in comparison )ith other net)orks+ QTo kno) the market share o! A*#TEL+ Q To kno) the customer relationship managemento! A*#TEL+Hypotheses o! studyHypotheses 1H0 less than eIual to -0 o! the customersare satis!ied )ith the o'erall ser'ice pro'ided 2yA*#TEL+ /RS-0 H1 More than -0o! the customers are satis!ied )ith the o'erall ser'ice pro'ided 2yA*#TEL+/ -0 Hypotheses 5H0 At least 40 o! A*#TEL customers !eel that the approach o! thecustomer care e

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• "-+ @hat is your opinion a2out A*#TEL in terms o! the !ollo)ing attri2utes E

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• 36+@hat you !eel a2out customer care relationship management in A*#TELV E

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• -4+ Are you a)are a2out $C9 !acility is pro'ided 2y A*#TEL in your city at #s+ 5"00)ith 5"00talk timeV ,reIuency $ercent ?alid $ercent Cumulati'e $ercent?alid es 3"3"+0 3"+0 3"+0 Bo 8" 8"+0 8"+0 100+0 Total 100 100+0 100+0 -4

• -6+ Are you interested to 2uy A*#TEL coin 2o

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10+31X0+86 11-0+58-6 11-0+0050Take root 'alue pY S 0+0 Critical 'alue S pZ. at 6"XpY 0+-Z1+63X0+0 C? S 0+-43 46

• 60+Ho is acceptedHypothesis 5+ /A Ho Less than or eIual to 40 o! A*#TEL customers!eel that the customer care e

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• 66+,*BD*B = 1+ *n this sur'ey it )as !ound that 34 A*#TEL customers !eel thatnet)ork co'erage ise

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terms o! the !ollo)ing attri2utesV E

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• 118+"+ *s the market saturatedV a+ es 2+ Bo3+ @hat are the core competencies o!competitorsV a+ Co'erage 2+ $rice c+ ,eatures d+ Any others speci!y

[[[[[[[[[[[[[[[[[-+ *n terms o! promotional a2ility ho) )ould you rate thecompetitorsV a+ ?ery strong 2+ =trong c+ @eak d+ ?ery )eak4+ @hat is the appro

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