CUSTOMER RELATIONSHIP MANAGEMENT IN INDIAN BANK & BANK

OF BARODA

A PROJECT SUBMITTED TO
UNIVERSITY OF MUMBAI FOR PARTIAL COMPLETION
OF THE DEGREE OF BACHELOR IN COMMERCE
(BANKING AND INSURANCE)
UNDER THE FACULTY OF COMMERCE

By
VIGNESH GOVINDASWAMI
Under the Guidance of

ASSISTANT PROF .VISHAL .V .DESHMUKH

S I C E S SOCIETY DEGREE COLLEGE OF ARTS SCIENCE &COMMERCE

JAMBHUL PHATA CHIKHOLI AMBARNATH (WEST) 4210505

2019 2020
CUSTOMER RELATIONSHIP MANAGEMENT IN INDIAN BANK & BANK
OF BARODA

A PROJECT SUBMITTED TO
UNIVERSITY OF MUMBAI FOR PARTIAL COMPLETION
OF THE DEGREE OF BACHELOR IN COMMERCE
(BANKING AND INSURANCE)
UNDER THE FACULTY OF COMMERCE

By
VIGNESH GOVINDASWAMI
Under the Guidance of

ASSISTANT PROF .VISHAL .V .DESHMUKH

S I C E S SOCIETY DEGREE COLLEGE OF ARTS SCIENCE &COMMERCE

JAMBHUL PHATA CHIKHOLI AMBARNATH (WEST) 4210505

2019 2020
 S I C E SOCIETY S
DEGREE COLLEGE OF ARTS SCIENCE & COMMERCE

JAMBHUL PHATA CHIKHLOLI ,

AMBARNATH (WEST) THANE -421505

This is to certify that Mr. VIGNESH GOVINDASWAMI has worked and duly
completed her/his Project Work for the degree of Bachelor in Commerce (Banking and
Insurance) under the Faculty of Commerce in the subject of
and his project is entitled, “ CRM IN BANK” under my supervision.

I further certify that the entire work has been done by the learner under my guidance
and that no part of it has been submitted previously for any Degree or Diploma of any
University.
It is her/ his own work and facts reported by her/his personal findings and
investigations.

Seal of the
Name and Signature of
College Guiding Teacher

Date of submission:

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 Declaration by learner

I the undersigned M r . VIGNESH GOVINDASWAMI here by, declare that the

work embodied in this project work titled
CUSTOMER RELATIONIONSHIP MANAGEMENT IN BANK forms my own
contribution to the research work carried out under the guidance of
ASST PROF VISHAL DESHMUKH is a result of my own research work
and has not been previously submitted to any other University for any other Degree/
Diploma to this or any other University.
Wherever reference has been made to previous works of others, it has been clearly
indicated as such and included in the bibliography.
I, here by further declare that all information of this document has been obtained and
presented in accordance with academic rules and ethical conduct.

Name and Signature of the learner

Certified by

Name and signature of the Guiding Teacher

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 On separate page

Acknowledgment
(Model structure of the acknowledgement)

To list who all have helped me is difficult because they are so numerous and the depth
is so enormous.

I would like to acknowledge the following as being idealistic channels and fresh
dimensions in the completion of this project.

I take this opportunity to thank the University of Mumbai for giving me chance to
do this project.

I would like to thank my Principal, DR HARSHAL BACHHAV SIR for providing

the necessary facilities required for completion of this project.

I take this opportunity to thank our Coordinator ASST .PROF . UMA V

TANWAR MADAM, for her moral support and guidance.

I would also like to express my sincere gratitude towards my project guide

ASST PROF VISHAL DESHMUKH whose guidance and care made the project successful.

I would like to thank my College Library, for having provided various reference
books and magazines related to my project.

Lastly, I would like to thank each and every person who directly or indirectly helped
me in the completion of the project especially MYPARENTS and PEERS who
supported me throughout my project.

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6|Page
INTRODUCTION
OF
STUDY

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CHAPTER 1.1 SELECTION AND RELEVANCE OF PROBLEM

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 CHAPTER 1.2 HISTORICAL BACK GROUND OF the PROBLEMS

INTRODUCTION

Customer relationship management (CRM) is a technology for managing all your

company’s relationships and interactions with customers and potential customers.
The goal is simple: Improve business relationships. A CRM system helps companies
stay connected to customers, streamline processes, and improve profitability.

When people talk about CRM, they are usually referring to a CRM system, a tool
that helps with contact management, sales management, productivity, and more.

A CRM solution helps you focus on your organization’s relationships with

individual people including customers, service users, colleagues, or suppliers
throughout your lifecycle with them, including finding new customers, winning their
business, and providing support and additional services throughout the relationship.

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