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Crm at Big Bazaar & Reliance Mart

Crm at Big Bazaar & Reliance Mart

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Published by gunjanparmar

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Published by: gunjanparmar on Feb 19, 2010
Copyright:Attribution Non-commercial

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04/08/2013

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1
Customer RelationshipManagement @ Big Bazaar& Reliance Mart
RETAIL
 
TABLE OF CONTENTS
CHAPTER NO.CHAPTER NAMEPAGENO.
Chapter 1Introduction1
Meaning of CRM
Goal of CRM
Evolution & growth of CRM
Options for implementing CRM
Various aspects of CRMChapter 2Research methodology8
Objective of research
Type of research
Data collection technique
Sampling procedures & sample size
Limitations of the researchChapter 3CRM @ Reliance MartChapter 4CRM @ Big BazaaChapter 5Customers opinion about CRM @ RelianceMart & Big Bazaar 
Sales person’s assistance
Expectation fulfilment
2
 
SUBMITTED BY:
Deepak Majhi 03
Nancy 05
AritroMukherjee 07
Raja Rowin 35
Gunjan Parmar 42
Lalit Mukul KindoVijay Mishra
Anuradha 63
Anurag Singh 69
Ritu Kumari -
77
 
Discounts & failures
Product arrangement
Accessibility
 preferenceChapter 6Comparison between CRM @ Reliance Mart &Big Bazaar Chapter 7Conclusion & recommendation
INTRODUCTION
“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 avery high quality products but it won’t 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 morelikely to buy again as one who is merely satisfied & only 5% increase in customer loyaltycan boost profit from 25% to 85%”.Thus all these quotes & experts opinion highlights the importance of Customer RelationshipManagement. Customers are considered to be king of every business enterprise and loyalcustomers are the backbone of their business. So customer satisfaction is the primary motiveof every business which can be attained through effective CRM (Customer RelationshipManagement) policy
3
CHAPTE

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