SnC A81lCuLA8S ACL nC

11 LxecuLlve summary 1
11 lnLroducLlon of Lhe company 2
2C 8elaLlonshlp managemenL 10
21
CrganlsaLlonal ercepLlon of 8elaLlonshlp
ManagemenL 11
22 CusLomers ercepLlon of 8elaLlonshlp ManagemenL 11
23 CusLomers saLlsfacLlon and lLs effecL on commlLmenL 11
24
ulfferenLlal analysls of cusLomer and organlsaLlonal
percepLlon 12
23
CommlLmenL SaLlsfacLlonuefecLlon lnLenLlon
lnLerrelaLlonshlos 12
26 C8M ln ro[ecL ManagemenL 12
27 ConcepLual lramework 13
28 AdvanLeges of LffecLlve C8M sLraLegy 13
29 need of C8M SLraLegy ln CrganlsaLlon 13
21C SelecLlon of C8M SLraLegy ln an organlsaLlon 16
211 C8M sLraLegy ln Lhe organlsaLlon 17
31 8aLlonale of Lhe sLudy 20
32 Scope of Lhe sLudy 20
33 8esearch ob[ecLlve 20
34 8eseach deslgn 20
33 uaLa collecLlon 21
36 uuraLlon of Lhe sLudy 21
37 Sample Lechnlque 22
38 LlmlLaLlon Lhe sLudy 22
41 uemographlcs of Lhe respondenLs 24
42 Survey 8esulLs 24
1A8LL Cl CCn1Ln1S
CPA1L8 3 8LSLA8CP uLSlCn Anu ML1PCuCLCC?
CPA1L8 4 uaLa Analysls and lnLerpreLaLlon
8eferences
Annexure
CPA1L8 3 Ma[or flndlngs and ulscusslons
CPA1L8 6 Concluslons And 8ecommendaLlons
CPA1L8 2 1hereLlcal framework of Lhe pro[ecL
CPA1L8 1 ln18CuuC1lCn