SYNOPSIS

A Study on

Impact of Customer Relationship Management on Customer Retention with Special Reference to Airtel and Vodafone Cellular Services in Bilaspur City.

A Synopsis Submitted for the Partial Fulfillment of the requirement of the Award of the Degree of Master of Business Administration (MBA)

Supervised By
Dr. (Mrs.) B. B. PANDEY

Submitted By
RAJU KUMAR

2013

SYNOPSIS
Title of the Project A Study on Impact of Customer Relationship Management on Customer Retention with special reference to Airtel and Vodafone Cellular Services in Bilaspur City.

The main objectives of the study are as follows:

1 2 3 4 5 To Study the current practices of CRM in VODAFONE and AIRTEL To Find out the impact of CRM on the profitability of that organization. To Identify the factors affecting the CRM practices. To Study the role of information technology in CRM. To Analysis the CRM practices and customers retention.

Importance of CRM
Customer Relationship management is the strongest and the most efficient approach in maintaining and creating relationships with customers. Customer relationship management is not only pure business but also ideate strong personal bonding within people. Development of this type of bonding drives the business to new levels of success. Once this personal and emotional linkage is built, it is very easy for any organization to identify the actual needs of customer and help them to serve them in a better way. It is a belief that more the sophisticated strategies involved in implementing the customer relationship management, the more strong and fruitful is the business. Most of the organizations have dedicated world class tools for maintaining CRM systems into their workplace. A CRM system consists of a historical view and analysis of all the acquired or to be acquired customers. This helps in reduced searching and correlating customers and to foresee customer needs effectively and increase business. CRM contains each and every bit of details of a customer, hence it is very easy for track a customer accordingly and can be used to determine which customer can be profitable and which not.

DATA SOURCES AND RESEARCH METHODOLOGY

The proposed research methodology for in this research is as follows:

1. 2. 3. 4. 5.

Defining the research objectives. Preparing the research designing. Determining the sample. Collecting data. Processing, analyzing and interpreting the data

Research Design A research design is the structure or framework within which a specific problem is solved. There is no single best research design; instead the investigator faces an array of choices, each with advantages and disadvantages, which result in tradeoffs.

The research design used in this project is Descriptive & Exploratory research designs. Descriptive research designs This describes phenomena, as they exist. It is used to identify and obtain information on the characteristics of a particular issue. The data collected are often quantitative, and statistical techniques are usually used to summarize the information. Exploratory research designs Exploratory research is conducted into an issue or problem where there are few or no earlier studies to refer to. The focus is on gaining insights and familiarity for later investigation.

Determining the sample The research will be conducted in Bilaspur. It will involve gathering of information from the customers who use airtel and Vodafone sim. Simple random sampling method will be used to get the responses from target population. Sample size will be 165 (0.05% of city population of 330,106).

Collection of data A structured questionnaire will be designed to gather information for primary data and, for secondary data-internet, books and websites /magazines/text etc. will be used. Processing, analyzing and interpreting the data Descriptive data analysis is used to describe the results obtained. In most cases the results are merely used to provide a summary of what has been gathered without making a statement of whether the results hold up to statistical evaluation. For interpretation, visual representations, such as charts and tables, and measures of central tendency including averages will be used.

CHAPTER PLAN
Chapter 1-Introduction Chapter 2 Research Methodology Research Design Chapter 3-Data Analysis & Interpretation Chapter 4-Findings, Conclusion & Suggestions Appendices Questionnaire Bibliography