SUMMER TRAINING REPORT

On
CUSTOMER RELATIONSHIP AT BIG BAZZAR
POST GRADUATION DIPLOMA IN MANAGEMENT
ABSTRACT
In this day and age, customers are regarded as an article of trade. With the growth of Marketing
era the Customer Relationship Management (CRM) is very much advanced advanced and
became popular in India. CRM became crucial to cope up with exceeding competitive global
market. Customer Relationship Management is a strategy for managing and nurturing a
company’s interactions with customers and sales prospects. When an implementation is
effective, people, processes, technology work in synergy to develop and strengthen relationships,
increase profitability, and reduce operational costs. Customer Relationship Management is a
most effective tool for maintaining good relationship with the customers. It plays an effective
role in attracting the new customers to the company. Customer relationship management is a
corporate level initiative, focusing on creating and maintaining relationships with customers.
The present study finds out the customer relationship management its implementation and
Consumer feelings while shopping in big bazaar. The study shows that Most of the customers
know about the Big bazaar from advertisement. Most of the customers select Big bazaar for
shopping because of attractive offers.

DECLARATION
I hereby declare that this project report entitled “A study on Customer Relationship Management
in Big Bazaar” with special reference to Future Value Retail Ltd, Hyderabad, submitted by me to
the College of GITAM Institute Of Management, Visakhapatnam, in partial fulfilment of the
award of the degree of Master of Business Administration.
I also declare that this project work is the result of my own effort and has not been submitted to
any other university/institution for the award of any other Degree/Diploma, fellowship or similar
titles.
 INDEX
1 Introduction
A. Introduction of topic
B. Background & justification of topic
2 Literature review

3 Research objective and hypothesis

4 Research methodology

5 Data analysis and interpretation of finding

6 Conclusion

7 Suggestion and information

INTRODUCTION
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. 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 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 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.
Customer relationship management is a broadly recognized, widely-
implemented strategy for managing and nurturing a company’s interactions with
clients and sales prospects. It involves using technology to organize, automate, and
synchronize business processes—principally sales activities, but also those for
marketing, customer service, and technical support. The overall goals are to find,
attract, and win new clients, nurture and retain those the company already has,
entice former clients back into the fold, and reduce the costs of marketing and
client service. Once simply a label for a category of software tools, today, it
generally denotes a company-wide business strategy embracing all client-facing
departments and even beyond. When an implementation is effective, people,
processes, and technology work in synergy to increase profitability, and reduce
operational costs