PROJECT SYNOPSISTOPIC: CUSTOMER RELATION SHIP MANAGEMENT AT BIGBAZAR, HYDERABAD

INTRODUCTION TO THE STUDY:The term market organized from the Latin word "macaques" to trade. There are different perspectives on which a market is explained. It may be a place, an assembly an area an organization, an act or an assembly of commercial activities. All these converge on accept that markets perpetuate process exchange leading to satisfaction of needs. Markets may be viewed from economic, managerial of societal point of view.The growth from self-sufficient stage through barter to exchange-oriented stage witnessed creating of market at central prices. This offered a number of benefits to sellers and buyers.Human wants are unlimited and repetitive in nature. Business activities aim at acquiring of wealth, converting in into desired form and making the final product available for exchange for the satisfaction of human wants. These activities fall under industry, commerce and trade. These three branches have on common function-the marketing here means exchange of goods for money or money's worth.Today there is feeling that marketing activity is concerned only with the flow of goods from the producer to the consumer. This concept however has changed also to include flowing of information from the consumer to producer. In the other words to achieve maximum efficiency in marketing, there must also be a flow information vis-a-vis is the flow of goods. This information for practical purposes has to be collected even before a product is planned. Sub sequent information would also enable the manufacturer to assess periodical changes that are required. That is why it is very often remarked that marketing starts and ends with the consumer with information flowing from the consumer to the producer and goods flowing back to the consumer to the producer and goods flowing back to the consumer from the producer.

High level of marketing activity is a prerequisite for high level of economic activity. It has been apply remarked. "Nothing happens until some body sells something". At present the urgency is for increased marketing and no merely for increased population.This alone shows the importance of marketing as a potential force that commands high significance for society as a whole.it is not enough to have great qualities, we should also have the abilities to manage them. The same concept can also be applied in an organization. For e.g. a company may produce a very high quality products but it wont be able to succeed if it fails to manage or satisfy their customers.According to Harward Business Review an exceptionally satisfied customer is 6 times more likely to buy again as one who is merely satisfied & only 5% increase in customer loyalty can boost profit from 25% to 85%. Thus all these quotes & experts opinion highlights the importance of Customer Relationship Management. Customers are considered to be king of every business enterprise and loyal customers are the backbone of their business. So customer satisfaction is the primary motive of every business which can be attained through effective CRM (Customer Relationship Management) policy.Need and importance of the studyCRM Customer Relationship Management is one of the newest innovations in customer service today. CRM stands for customer relationship management and helps the management and customer service staffs cope with customer concerns and issues. CRM involves gathering a lot of data about the customer. The data is then used to facilitate customer service transactions by making the information needed to resolve the issue or concern readily available to those dealing with the customers. This results in more satisfied customers, a more profitable business and more resources available to the support staff. Furthermore, CRM Customer Relationship Management systems are a great help to the management in deciding on the future course of the company.As mentioned, there is much data needed for the CRM system to work. These fields include the customer name, address, date of transactions, pending and finished transactions, issues and complaints, status of order, shipping and fulfillment dates, account information, demographic data and many more. This information is important in providing the customer the answer that he or she needs to resolve the issue without having to wait for a long time and without going to several departments. With just a few mouse clicks, a customer support representative for example can track the location of the customer's package or order. This is infinitely better than the cumbersome process of tracking shipments previously. Furthermore, the customer service representative will also be able to see the previous concerns of the customer. This is a great help especially if the customer is calling about the same issue since he or she will not have to repeat the story all over again. This results in less time in resolving the issue, thus, higher productivity of the support staff.CRM Customer Relationship Management systems are also important to the top management because it provides crucial data like customer satisfaction and efficiency of service by the frontline crews. A piece of customer relationship management software will also be able to generate the needed reports for product development or new concepts. Furthermore, this system will also be a great help for the top management in deciding the company's future course of action, whether it involves phasing out one of the products on the shelves or making adjustments to one of the products sold.The reports generated by CRM systems are also invaluable to your advertising and marketing planners, as they will be able to pinpoint which ideas works and which do not. Because of CRM systems, you will be able to release advertisements or plan marketing campaigns more in tune with your target market. This will also lead to more responses to your advertisement and a more effective marketing campaign.Successful integration of a CRM Customer Relationship Management system in your company, however, might not be as easy as it seems. The following might give you an insight why CRM systems fail in some companies... Most companies fail to prepare for CRM systems. By this, I mean that most companies fail to integrate all the departments that need to share the information for it to be effective. Furthermore, CRM units scattered all over the company's departments is often more effective than just making one big CRM department. This will ensure that each department will get the information and data that they need.A CRM system will also help you a lot in expanding your business. As CRM systems are capable of handling enormous amounts of data, CRM systems will help you a lot in coping with the increased numbers of customers and data. With a CRM Customer Relationship Management system installed and properly utilized, you can be sure that all data is maximized and used to ensure that your business will be successful and your customers a lot more satisfied than before.

OBJECTIVES OF THE STUDY

1. To analyse the factors that influences the buying decision of a Big Bazaar2. To study the satisfaction level of existing consumer of Big Bazaar. 3. To assess the role of brand image in the purchasing decision of Big Bazaar.4. To offer suggestions to improve Customer Relationship management in Big Bazaar SCOPE OF THE STUDY The scope of the study is to identify the customer relationship management towards Big Bazaar Pvt. Ltd. Primary data was collected from customers. Secondary data was collected from company manuals, magazines and websites. It is aimed at enlightening the company about different steps to be taken up to increase the value of Big Bazaar Pvt. Ltd. with regard other competitors and also make the company to provide better customer services.

RESEARCH METHODOLOGYSOURCES OF DATA:Once the research design has been decided upon the next stage is that of selecting the source of data. They are primary data, secondary data.Primary data: Are those, which are collected fresh and for the first time, and thus happened to be in original character? The data is gathered through administering the questionnaire.Secondary data:Are those which are already been collected by someone else and which have already been passed through the statistical process. And source of secondary data organization report, journal, etc.

Sampling:The selected respondents constitute which is technically called as sample and the selection process is called as sampling technique.Random sampling:The research study employed random sampling technique which randomly selects the respondents. 100 samples were collected for the study, and the respondents are from Hyderabad Telangana StatePERIOD OF THE STUDY:The period of the study is 5 months. This research will be conduct from May, 2015- Sep 2015.CHAPTERISATION: Chapter I: Introduction Chapter II : Organisation Profile.Chapter III : Review of Literature Customer Relationship Management Chapter IV: Data Analysis and Interpretation.Chapter V: Findings and Suggestions. Bibliography.

ORGANISATION PROFILE: As Indias leading retailer, Future Retail inspires trust through innovative offerings, quality products and affordable prices that help customers achieve a better quality of life every day. We serve customers in 95 cities across the country through over 10 million square feet of retail space.Future Retail is the flagship company of Future Group, Indias retail pioneer catering to the entire Indian consumption space. Through multiple retail formats, we connect a diverse and passionate community of Indian buyers, sellers and businesses. The collective impact on business is staggering: Over 300 million customers walk into our stores each year and choose products and services supplied by over 30,000 small, medium and large entrepreneurs and manufacturers from across India. This number is set to grow.We operate multiple retail formats in both the hypermarket, supermarket and home segments of the Indian consumer market including: Big Bazaar - a uniquely Indian hypermarket chain, Fashion at Big Bazaar - Affordable fashion destinations aimed to make India Thoda aur stylish, Food Bazaar - a supermarket chain that blends the look and feel of Indian bazaars with modern retail aspects like choice, convenience and quality. As modern retail drives fresh demand and consumption in new categories, our strategy is based on a deep understanding of Indian consumers the products they want, and making these products available in every city in every store format. We are in line with our broad objective of being a catalyst in Indias consumption-led growth and being a positive agent of change in the communities we serve. Big Bazaar is India's leading super market having over 200 stores across India. Unbelievable offers, best deals on food, fashion, home ware, groceries etc. Big Bazaar is a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch and feel of Indian bazaars with aspects of modern retail choice, convenience and quality and central, a chain of seamless destination malls. Some of its formats include brand factory, blue sky, all top 10 stars and sitara. The company also operates an online portal, futurebazaar.com

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