NAME : SHYBIN BAIJU

REGISTRATION NUMBER : 17X8CMD031

TITLE OF DISSERTATION: “A STUDY ON CUSTOMER

RELATIONSHIP MANAGEMENT IN ROYAL SUNDARAM
GENERAL INSURANCE CO. LTD KANNUR”
 TITLE OF THE STUDY

A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT IN

ROYAL SUNDARAM GENERAL INSURANCE CO. LTD KANNUR

NEED FOR THE STUDY

 Identify Companies customer centric competitive strategy rather than a

product centric one.

 Identify Customers demand, constant access, immediate response & a

personalized touch.

 Identify the Focus is shifting from supply chain to demand chain

effectiveness.

 Understanding intelligent management of customer relationship for

survival.

 STATEMENT OF PROBLEM

In India life insurance sector plays a major role in savings of a person.

There are many players in life insurance sector, and LIC is leading as it has roots in
India from more than 50 years. To purchase anything in this world the customer
has his/her own choice of preferences according to those preferences only, one can
purchase the require product. The project is a study of ROYAL SUNDARAM
INSURANCE linked with CRM (CUSTOMER RELATIONSHIP
MANAGEMENT).
The aim of study to examine and make the company enable to the track
customer sell the appropriate product understanding their needs and wants and to
insure a long term retention of customers through the application of CRM in a
comprehensive manner monitoring the performance of CRM to take corrective
actions necessary to assure the results match the plan projections.
 OBJECTIVES

 To quickly identify, contact, attract and acquire new customers.

 To obtain a better understanding of the customers, and their wants and

needs.

 To define appropriate product and service offering and match it to the

customers unique needs.

 To identify cross selling and up-selling opportunities .

 To increase retention of existing customers through improved after sales,

service, & support.
 SAMPLING

Since the performance evaluation of the study area is unknown the research has decided
to follow sampling technique for the present research work. There are 100 respondent are
selected for the study using convenient sampling technique.

The sample size is decided after considering the financial position and time factor. on
probability and random sampling technique was used for the purpose of this survey.

Population
The population under study is the statement of company and its employee

Sample size
In this study the sample size is 100 as some of the staffs and
managers are selected for interview process

Sample selection Sampling method is used for choosing the sample size. And in this
data collection I have selected random sampling methods to find the primary and
secondary data
 SOURCES OF DATA
The study required the collection of the information from the both primary and
secondary which collected and analysed to come to a suitable conclusion and
interpretation.
The data has been collected both from the primary sources as well as from the
secondary sources.
1. Sources of primary data
Primary data is original in nature. Primary data is the main source of data, which is
mainly collected through observation, survey, and interview from various staffs in the
company.
The data is collected through personal interview with the managers of the HR
department and other employees of the company.
The primary data has been collected from the information provided by the
company and through consultation with various departmental heads and also through
observation.
2. Sources of secondary data
Secondary data are static that already exist. Those in existence or some other
purpose and they have been gathered not for immediate use.
This may be desired as those data that have been compiled by some agency other
than the user.
The secondary data has been collected from various online sources, books
,journals and other articles.
 TOOLS FOR DATA COLLECTION

The data has been collected from:

 Company website
 Internet
 Journals
 Annual reports
 Company manuals
 Questionnaire
 Interview with staffs
 Interview with HR managers
 Survey forms
 Online forms
 PLAN FOR ANALYSIS
Percentage has to be calculated where ever necessary for generalization of the data
collection.
It will be done on the basis of secondary data collection.
An interface drawn from the analysis has to be represented in the form of pie and
bar charts.
The secondary data will be diagrammatically represented in the form of pie and
charts.
The summary and findings were recorded based on analysis. Primary data and
secondary data which are to be collected are clearly compiled, classified and explained
trough flowcharts, diagrams and illustrations, tables and graphs to come to conclusions.
Interferences are drawn from the findings & by those findings suggestions has to be
presented.
The tools used for data analysis are as follows:
 Tables
 Diagrams

LIMITATIONS OF THE STUDY

 The information collected and opinions are of customers as to what

they feel. Thus the accuracy and information collected depends upon the
perception of each respondent and circumstances involved.
 The study has been conducted by including 100 customers. Though the
sample is highly representative of the population, it does not cover the
entire market of customers having insurance policies.
 Analysis could not draw for the entire questionnaire, only specific
questions have been analysed and interpreted.
 Due to time constraint more information cannot be collected.