A PROJECT REPORT

ON

“TO STUDY OF BUSINESS DATA AND ANALYTICS AT

INFOSYS PVT LTD.”

SUBMITTED TO

SAVITRIBAI PHULE PUNE UNIVERSITY

In the partial fulfillment of the requirement for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

SUBMITTED BY:

SAKSHI BHAUSAHEB BANGAR

UNDER THE GUIDANCE OF

MR. S. B. SETHI

THROUGH

AMRUTVAHINI SHETI AND SHIKSHAN VIKAS SANSTHAS,

AMRUTVAHINI COLLEGE OF ENGINEERING, SANGAMNER

(2022-23)
 DECLARATION

I, Bangar Sakshi Bhausaheb student of AMRUTVAHINI COLLEGE OF ENGINEERING & Master of

Business Administration (M.B.A), Sangamner, Ahmednagar, hereby declare that the Project Report entitled
“To Study Of Business Data and Analytics at Infosys Pvt Ltd., Pune” written and submitted by me to the
Savitribai Phule Pune University, in partial fulfillment of the requirements for the award of degree of Master
of Business Administration. This is my original work and the conclusions drawn there in are based on the
material collected by me.

Place: Sangamner SAKSHI BHAUSAHEB BANGAR

Date:
 ACKNOWLEDGEMENT

I wish to acknowledge my sincere gratitude and indebtedness to my Summer Internship Project guide Mr.
S. B. Sethi, Amrutvahini College of Engineering, Department ofMBA, Sangamner for his valuable
guidance and constructive suggestions in the preparation of project report.
I extend my gratitude to my manager, my team lead and all my colleagues, friends for their encouragement,
support, guidance and assistance for undergoing industrial training and for preparing the project report.
I extend my special gratitude to our beloved Principal Dr. M. A. Venkatesh and In-charge
H.O.D. Dr. S. B. Sethi, for inspiring me to take up this Summer Internship Project.

Place: Sangamner SAKSHI BHAUSAHEB BANGAR

Date:
 EXECUTIVE SUMMARY

My internship at Infosys Pvt Ltd. a great exposure to the cooperative organization. After going through
my summer training, I had a first-hands on experience of how an cooperative organization as well as
Analytics department.

INTRODUCTION OF PROJECT:

This project is about to understanding Business Data and Analytics that happen in Infosys Pvt
Ltd. Pune. The effective Data Analysis in an organization helps to increase number of potential clients.

PROJECT TITLE:

The title of the project is - Study of Business Data and Analytics. As the name indicates it is the study of
Business Analysis, Data Analysis prevalent in the organization.

ORGANISATION:

Infosys Limited is an Indian multinational information technology company that provides business
consulting, information technology and outsourcing services. The company was founded in Pune and is
headquartered in Bangalore.

The company started its operations in the year 1981. The CEO of the company, Mr. Salil Parekh, has been
the frontrunner of the company's persistent success in the industry.

Infosys is the second-largest Indian IT company, after Tata Consultancy Services, by 2020 revenue
figures, and the 602nd largest public company in the world, according to the Forbes Global 2000 ranking.
On 24 August 2021, Infosys became the fourth Indian company to reach $100 billion in Market
Capitalization.

4
 INDEX

SR.
NO. CHAPTER NAME PAGE NO.

01 INTRODUCTION 6-7

OBJECTIVES,SCOPES AND
02 8
LIMITATION

03 RESEARCH METHODOLOGY 9-13

INDUSTRY PROFILE & COMPANY 14-17

04
PROFILE

05 THEORITICAL BACKGROUND 18-27

06 DATA ANALYSIS & INTERPRETATION 28-38

07 FINDINGS & CONCLUSION 39-40

08 SUGGESTIONS & RECOMMEDATION 41

BIBLIOGRAPHY 42

ANNEXURE 43-44

5
 CHAPTER 1
1.INTRODUCTION

1.1 THE FUNDAMENTALS OF BUSINESS ANALYTICS:

 Analytics is a field which combines following into one –

1. Data,
2. Information Technology,
3. Statistical Analysis,
4. Quantitative Methods and
5. Computer-based Models.

 This all are combined to provide decision makers all the possible scenarios to make a well
thought and researched decision.

1.2 WHAT IS BUSINESS ANALYTICS :

 “The skills, technologies, practices for continuous developing new insights and understanding
of business performance based on data and statistical methods”.
 “The practice of exploration of an organization’s data with emphasis on statistical analysis.
Business Analytics is used by companies committed to data-driven decision making.
 According to Wayne Winston: “using data for better decision making”.

Business Analytics is essential for any company because it can help companies better understand their
clients, evaluate their ad campaigns, personalize content, create content strategies and develop products.

Infosys Pvt Ltd. has extensive BI(Business Intelligence) and analytics capabilities extending from
process modernization to identification and implementation of the right product along with support.

 Infosys business intelligence and analytics offerings are powered by our well trained and
certified consultants, rich proprietary toolsets, proven de-risked methodologies, strategic
alliances, and dedicated Centers of Expertise (CoE).

 They have extensive capabilities in process consulting, SaaS(Software as a

service) applications, along with there design thinking-led consulting approach and
comprehensive cloud methodology, help organizations redesign and enhance their key processes
and gain real-time insights for crucial decision-making.

 Infosys partner with leading cloud product vendors like Oracle and SAP.

 They leverage these partnerships along with their product, domain and industry knowledge, and
IP to ensure that their clients benefit from the early insights that our solutions provide to develop
a broad business intelligence and analytics vision along with a strong digital strategy.

 Infosys solutions help organizations tap into their vast data resources to uncover hidden business
6
 insights and make them available to executives for real-time decision-making. Clients profit
from our robust partnerships with Oracle and SAP, vast domain experience, and talented task
force.

 With rapid advancement in artificial intelligence, Internet of Things, and big data, organizations
are now looking for innovative BI and analytics solutions for their businesses that can provide
insights on the go, at optimal costs, and at a scalable model.

7
 CHAPTER 2

2.1 OBJECTIVES OF THE STUDY:

1. To study the existing Business Data and Analytics at Infosys Pvt Ltd.
2. To know the impact Business and Data Strategies on Analysis of new clients.
3. To suggest remedial measures to the organization based on findings.
4. To study client relationship management.

2.2 SCOPE OF STUDY

1. In Today’s current scenario in any organization Business and Data Analytics
Strategies is the most important.
2. As most of the company’s overall worth depends upon Business Analytics.
Effective Analytics strategies will increase wealth of organization.
3. So the project has wide scope to help the company to perform well in Today’s global
competition.
4. The core of the project lies in analyzing and assessing the organization.

2.3 LIMITATION OF STUDY

1) The main limitation was the time; the time was very less as compare to the study.
2) The area covered was very huge.
3) The information collected by the clients was not as sufficient as it is to be
required.
4) The permission was not given to meet to the clients and do direct contacts with clients
without the permission of manager
5) Limited response was there from the Client due to their busy schedule.

8
 CHAPTER 3
RESEARCH METHODOLOGY

3.1 INTRODUCTION

The research methodology explains the research methods used in this study and why those
methods were chosen.
The research is the pursuit of truth with the help of study, observation, comparison and
experiment. Research methodology is a way to systematically solve the research problem. Init
we study the various steps that are generally adopted by a researcher in studying his research
problem along with logic behind them.

The focus of the research is to identify the factors that influence client acquisition strategies.
This had to be completed within the set time frame and by using the resources which were
available. Methodology has the purpose of enabling a researcher to plan and examine critically
the logic, composition and protocols of research methods; with the reason to evaluate a
Performance of an individuals techniques and to measure the possibility ofparticular research
designs to contribute to knowledge.
A research methodology is a process where you can consistently solve a research problem.
Within methodology we study several steps that are adopted by a researcher in studying the
problem along with the logic thats behind them. It’s important as a researcher to understand not
only research methods but also the methodology.

3.2 DEFINITION OF RESEARCH METHODOLOGY:

Research Methodology is a way to systematically show the research problem. It may
be understood as a science of how research is done scientifically. We can say that research
Methodology has many dimensions and research Method do constitute a part of research
methodology is a wider.

3.3 RESEARCH DESIGN:

The problem that follows the task of defining the research problem is the
preparationof the design of the research project is called as research design. The
research design undertaken by researcher is Descriptive research design. This
research design concerned with the research studies with a focus on the portrayal of
the characteristics of a group of individual or a situation.

9
3.4 THERE ARE THREE TYPES OF RESEARCH DESIGN
i. Exploratory research design,
ii. Descriptive research design,
iii. Causal or experimental research design.
For this research work researcher had used descriptive and exploratory
research design.
3.5 TYPES OF RESEARCH: -
It is descriptive type of research.

3.6 RESEARCH QUESTION:

The statement being researched is Study of Employee Satisfaction on HR Policies. Human
Resource Management in recent times has developed into a significant and crucial factor of many
organizations.

3.7 SOURCE OF DATA COLLECTION

There are two types of data collection methods available:-
1) Primary Data Collection Method.
2) Secondary Data Collection Method

1) PRIMARY SOURCE OF DATA:

There are several types of primary data and they are used according to the type of study.
Some of the most prominently used methods of primary data collection include observation,
interview, questionnaire and survey. There are many other methods, but they are less recognized
compared to the above-mentioned methods.
Primary data is one a researcher collects for a specific purpose of investigating the research
problem at hand,

Types of primary data source:

 Observation,
 Questionnaire,
 Interview,
 Survey.

10
Questionnaire:
For Infosys Pvt Ltd. only questionnaire is applicable for data collection. We can collect the
appropriate data with the help of questionnaire. We can develop a questionnaire for Business
Analytics strategy.
The questionnaire is one of the most commonly used methods of data collection in research.
Questionnaires are formulated to get to the point information on any subject area. The
questionnaire is an inexpensive method of data collection as compared to other methods of
primary research.
To formulate a questionnaire the researcher should formulate questions that do not contain
double meaning. Questions should have to be written in easy language that anyone can
understand. Questions should have to be simple and not very technical. The researcher should
follow the ethics of writing and the language of the questions should not be humiliating.

2) SECONDARY SOURCE OF DATA:

There are several types of secondary data sources are available, Secondary Data refer to the
data which has already been collected for the research purpose.
Secondary data is collected from various reference books, organizational website, Internet,
Company records. In that published data, Secondary data are ones that have not beencollected
for the immediate study at hand but for purposes, other than the problem at hand, Type of
secondary data source:
1. Clients and company’s records,
2. Website/Internet,

DEVELOPMENT OF THE QUESTIONNAIRES:

Questionnaire Design:
A Questionnaire is arranged in such a way to collect fact and figures from the
respondents. It is important tool for the market research ―trade, as it is used to
generate the raw data on which the findings are based.
a. To obtain accurate data.
b. To make interview as interesting and stimulating as possible to the respondents.
c. To be easily administered.
d. To facilitate analysis.

11
SAMPLING DESIGN:

INTRODUCTION:
The sampling design unit is the basic unit containing the elements of the population to be
sampled. Elements used for sampling was according to service years of employees.

SAMPLING METHOD:
The sampling approach was at simple random selection from a targeted group.
This links to there search title client acquisition strategy The simple random sampling
technique is used for sampling.

SAMPLE POPULATION:

For the Infosys Pvt Ltd. population is around 1741 clients.

SAMPLE SIZE:
Sample size refers to the number of items to be selected from the universe to constitute a sample.
This is a major problem before a researcher. The size of sample should neither be exclusively
large, nor too small. It should be optimum. An optimum sample is one which fulfills the
requirements of efficiency, representativeness, reliability and flexibility. Which deciding the size
of sample, researcher must determine the desired precision as also an acceptable confidence level
for the estimate. The size of sample taken in this study was 82 clients.

SAMPLE SIZE DETERMINATION

The sample size for the questionnaire is determined by applying the following
formula,
Sample size n = (ZS/E) 2,
Where,
Z = 1.96 (Standardized value corresponding to 95% confidence interval)
S = Sample standard deviation from pilot study
E= Acceptable error = 0.05 (5%)

Sample size (n) =ZS/E) 2

RESEARCH INSTRUMENT:

The instrument used for this study by the researcher is ―questionnaire

Data analysis tool is used tabular and graphical form

12
SR NO RESEARCH METHOD

1 Research Types Descriptive Type Of Research

2 Data Collection Primary Data & Secondary Data

3 Method Of Sampling Simple Random Sampling

4 Sample Population Total Population is around 1741

clients
5 Sample Size 82 clients

6 Research Instrument Questionnaire

7 Data Analysis Tool Tabular and Pie Chart

13
 CHAPTER 4
INDUSTRY PROFILE

IT INDUSTRY:
Information technology (IT) is the use of computers, storage, networking and
other physical devices, infrastructure and processes to create, process, store, secure and
exchange all forms of electronic data.

The global information technology market grew from $8179.48 billion in 2022 to $8852.41
billion in 2023 at a compound annual growth rate (CAGR) of 8.2%. The Russia-Ukraine war
disrupted the chances of global economic recovery from the COVID-19 pandemic, at least in the
short term. The war between these two countries has led to economic sanctions on multiple
countries, a surge in commodity prices, and supply chain disruptions, causing inflation across
goods and services and affecting many markets across the globe.

The information technology market is expected to grow to $11995.97 billion in 2027

at a CAGR of 7.9%. Asia-Pacific was the largest region in the information technology (IT)
market in 2022. North America was the second largest region of the information technology
market. The regions covered in the information technology market are Asia-Pacific, Western
Europe, Eastern Europe, North America, South America, Middle East, and Africa.

INDIAN IT INDUSTRY:-

The IT & BPM sector has become one of the most significant growth catalysts for the Indian
economy, contributing significantly to the country’s GDP and public welfare. The IT industry
accounted for 7.4% of India’s GDP in FY22, and it is expected to contribute 10% to India’s GDP
by 2025.

As innovative digital applications permeate sector after sector, India is now prepared for the next
phase of growth in its IT revolution. India is viewed by the rest of the world as having one of the
largest Internet user bases and the cheapest Internet rates, with 76 crore citizens now having
access to the internet.

According to National Association of Software and Service Companies (Nasscom), the Indian
IT industry’s revenue touched US$ 227 billion in FY22, a 15.5% YoY growth.

According to Gartner estimates, IT spending in India is expected to increase to US$ 101.8 billion
in 2022 from an estimated US$ 81.89 billion in 2021.

Indian software product industry is expected to reach US$ 100 billion by 2025. Indian companies
are focusing on investing internationally to expand their global footprint and enhance their global
delivery centres.

14
The data annotation market in India stood at US$ 250 million in FY20, of which the US market
contributed 60% to the overall value. The market is expected to reach US$ 7 billion by 2030 due
to accelerated domestic demand for AI.

Exports from the Indian IT industry stood at US$ 149 billion in FY21. Export of IT services has
been the major contributor, accounting for more than 51% of total IT export (including
hardware). BPM and engineering and R&D (ER&D) and software products export accounted for
20.78% each to total IT exports during FY21. The ER&D market is expected to grow to US$ 42
billion by 2022.

The IT industry added 4.45 lakh new employees in FY22, bringing the total employment in the
sector to 50 lakh employees.

COMPANY PROFILE

Infosys was founded by seven engineers in Pune, Maharashtra, India. Its initial capital was
$250. It was registered as Infosys Consultants Private Limited on 2 July 1981. In 1983, it
relocated to Bangalore, Karnataka.

The company changed its name to Infosys Technologies Private Limited in April 1992 and to
Infosys Technologies Limited when it became a public limited company in June 1992. It was
renamed Infosys Limited in June 2011.

Infosys provides software development, maintenance and independent validation services to

companies in finance, insurance, manufacturing and other domains.

INFRASTRUCTURE

Infosys focuses on agility and stability of the infrastructure while ensuring consistency in
service delivery. Active infrastructure management addresses dynamic requirements and
maximizes uptime while enabling rapid response as well as continuous improvement. Scalable
infrastructure helps internal and external teams to use near real-time data across business
processes. Further, accurate data and real-time updates improve collaboration and mobility
services.

Our IT experts leverage analytical tools to forecast requirements across resources, plan and
manage ITIL capacity, and set threshold values to trigger alerts as well as remedial action. We
rationalize infrastructure costs via data center consolidation and virtualization of servers,
storage devices, desktops, and applications.

15
 HISTORICAL BACKGROUND OF THE COMPANY

Name of the Founders/Co- Founders : N.R. Narayana Murthy, Nandan Nilekani, S.

Gopalkrishnan, S.D. Shibulal, N.S. Raghavan, Ashok Arora, K. Dinesh.

Name of the organization : Infosys Pvt Ltd., Pune.

Year of the Established : 1981

Address/Location : Plot no.1, Hinjawadi Phase 2, Hinjewadi Rajiv Gandhi Infotech

Park, Hinjawadi, Pune, Maharashtra 411057

Telephone No. : 02022932800

Fax No. : 912022932832

Area of Marketing : All India

Sector : Corporate Sector

Name of the MD : Mr. Salil Parekh

Chairman : Mr. Nandan Nilekani

Area of Responsibility : Environmental, Philanthropic, Ethical, and Economic Responsibility.

Working Shift : 9am to 6pm (General Shift), 6am to 3pm (morning

shift), 2pm to 11pm (Second shift), & 9pm to 6am (Night Shift)

Weekly Holidays : Saturday and Sunday.

Area of Operation : 13,796.

PRODUCT DEVELOPMENT PROFILE:

Infosys provides so software development, maintenance and independent validation

services to companies in finance, insurance, manufacturing and other domains.

Its Key products and services are:

 NIA - Next Generation Integrated AI Platform(Formerly known as Mana).

 Infosys Consulting – A global management consulting service.

 Cloud – Based Enterprise Transformation Services.

16
 IIP (Infosys Information Platform), an analytics platform.

 EdgeVerve Systems, which includes Finacle, a global banking platform.

 Panaya Cloud Suite.

 Skava(now Infosys Equinox).

 Engineering Services.

 Digital Marketing.

17
 CHAPTER 5

THEROTICAL BACKGROUND

5.1 INTORDUCTION TO BUSINESS DATA ANALYTICS:

The word analytics has come into the foreground in last decade or so. The proliferation of the internet and
information technology has made analytics very relevant in the current age.
Analytics is a field which combines data, information technology, statistical analysis, quantitative methods
and computer-based models into one. This all are combined to provide decision makers all the possible
scenarios to make a well thought and researched decision. The computer-based model ensures that
decision makers are able to see performance of decision under various scenarios.
A reliable relationship between the organization and the customers starts with the way the organization
approaches the customer analytics process. The analytics process is particularly important for firms
competing in growth markets . For instance, a firms active in the digital marketing industry can be
considered as “fast growing firms”. “ for such firms, BUSINESS ANALYTICS is the most important expense
in the marketing budget.”

5.2 IMPORTANCE OF BUSINESS ANALYTICS:

 Business analytics is a methodology or tool to make a sound commercial decision. Hence it

impacts functioning of the whole organization. Therefore, business analytics can help improve
profitability of the business, increase market share and revenue and provide better return to a
shareholder.
 Facilitates better understanding of available primary and secondary data, which again affect
operational efficiency of several departments.
 Provides a competitive advantage to companies. In this digital age flow of information is almost
equal to all the players. It is how this information is utilized makes the company competitive.
Business analytics combines available data with various well thought models to improve business
decisions.
 Converts available data into valuable information. This information can be presented in any
required format, comfortable to the decision maker.

5.3 EVOLUTION OF BUSINESS ANALYTICS:

Business analytics has been existence since very long time and has evolved with availability of newer and
better technologies. It has its roots in operations research, which was extensively used during World War
II. Operations research was an analytical way to look at data to conduct military operations. Over a period
of time, this technique started getting utilized for business. Here operation’s research evolved into
management science. Again, basis for management science remained same as operation research in data,
decision making models, etc.

18
As the economies started developing and companies became more and more competitive, management
science evolved into business intelligence, decision support systems and into PC software.

5.4 MAIN MODELS OF BUSINESS DATA ANALYTICS:

Analytics is a broad term covering four different pillars in the modern analytics model. Each plays a
role in how your business can better understand what your data reveals and how you can use those
insights to drive business objectives.

1) Descriptive Analytics
2) Diagnostic Analytics
3) Predictive Analytics
4) Prescriptive Analytics

1. Descriptive Analytics:

This type of analytics is by far the most commonly used by customers, providing reporting and
analysis centered on past events. It helps companies understand things such as:

 How much did we sell as a company?

 What was our overall productivity?

 How many customers churned in the last quarter?

Descriptive analytics is used to understand the overall performance at an aggregate level and is by far the
easiest place for a company to start as data tends to be readily available to build reports and applications.

It’s extremely important to build core competencies first in descriptive analytics before attempting to
advance upward in the data analytics maturity model. Core competencies include things such as:

 Data modeling fundamentals and the adoption of basic star schema best practices,

 Communicating data with the right visualizations, and

 Basic dashboard design skills.

How Do You Get Started with Descriptive Analytics?

It’s likely you’ve adopted some form of descriptive analytics internally, whether that be static P&L
statements, PDF reports, or reporting within an analytics tool. For a true descriptive analytics program to
be implemented, the concepts of repeatability and automation of tasks must be top of mind. Repeatability
in that a data process is standardized and can be regularly applied with minimal effort (think a weekly
sales report), and automation in that complex tasks (VLOOKUPS, merging of excel spreadsheets, etc.)
are automated—requiring little to no manual intervention.

19
The most effective means to achieve this is to adopt a modern analytics tool which can help standardize
and automate those processes on the back end and allow for a consistent reporting framework on the front
end for end users.

2. Diagnostic Analytics:

Diagnostic analytics, just like descriptive analytics, uses historical data to answer a question. But
instead of focusing on “the what”, diagnostic analytics addresses the critical question of why an occurrence
or anomaly occurred within your data.

Diagnostic analytics also happen to be the most overlooked and skipped step within the analytics maturity
model. Anecdotally, I see most customers attempting to go from “what happened” to “what will happen”
without ever taking the time to address the “why did it happen” step. This type of analytics helps
companies answer questions such as:

 Why did our company sales decrease in the previous quarter?

 Why are we seeing an increase in customer churn?

 Why are a specific basket of products vastly outperforming their prior year sales figures?

Diagnostic analytics tends to be more accessible and fit a wider range of use cases than machine
learning/predictive analytics. You might even find that it solves some business problems you earmarked
for predictive analytics use cases.

How Do You Get Started with Diagnostic Analytics?

Being at the diagnostic analytics phase likely means you’ve adopted a modern analytics tool. Most modern
analytics tools contain a variety of search-based, or lightweight artificial intelligence capabilities. These
features allow for detailed insights a layer deeper (for example: the Key Drivers visualization in Power
BI, or Qlik’s search-based insight functionality). To be clear, these are an effective lightweight means to
address diagnostic analytics use cases but are not a means to a full-scale implementation. Software vendors
like Sisu have built their core business around addressing diagnostic analytics use cases (what they call
“augmented analytics”) and are a great bet.

Diagnostic analytics is an important step in the maturity model that unfortunately tends to get skipped or
obscured. If you cannot infer why your sales decreased 20% in 2020, then jumping to predictive analytics
and trying to answer “what will happen to sales in 2021” is a stretch in advancing upward in the analytics
maturity model.

3. Predictive Analytics:

Predictive Analytics is a form of advanced analytics that determines what is likely to happen based
on historical data using machine learning. Historical data that comprises the bulk of descriptive and

20
diagnostic analytics is used as the basis of building predictive analytics models. Predictive analytics helps
companies address use cases such as:

 Predicting maintenance issues and part breakdown in machines.

 Determining credit risk and identifying potential fraud.

 Predict and avoid customer churn by identifying signs of customer dissatisfaction.

How Do You Get Started with Predictive Analytics?

At the outset of any predictive analytics build, three core elements need to be established:

 Identify a problem to solve,

 Define what is you want to predict, and

 State what you will achieve by doing so.

To start you should collect existing data, organize data in a useful way to allow for data modeling, cleanse
your data and review overall quality, and finally determine your modeling objective.

While modeling takes up the spotlight in predictive analytics, data prep is a crucial step that needs to
happen first. This is why organizations with a rock-solid foundation in descriptive and diagnostic analytics
are better equipped to handle predictive analytics. Simply put, the time and effort to prep, transform, and
ensure data quality for retrospective reporting has already taken place. The groundwork should be
relatively well laid to quickly identify and leverage data for the modeling phase. I always encourage
customers with well-defined KPIs and business logic in a specific business reporting area (think sales
reporting for example) to use that as the first predictive analytics use case. The goal is to derive value
quickly, and there is no better place to start than an area where you know data is well defined and of high
quality.

4. Prescriptive Analytics:

Prescriptive analytics is the fourth, and final pillar of modern analytics. Prescriptive analytics
pertains to true guided analytics where your analytics is prescribing or guiding you toward a specific
action to take. It is effectively the merging of descriptive and predictive analytics to drive decision
making. Existing scenarios or conditions (think your current fleet of freight trains) and the ramifications
of a decision or occurrence (parts breakdown on the freight trains) are applied to create a guided
decision or action for the user to take (proactively buy more parts for preventative maintenance).

Prescriptive analytics requires strong competencies in descriptive, diagnostic, and predictive analytics
which is why it tends to be found in highly specialized industries (oil and gas, clinical healthcare,
finance, and insurance to name a few) where use cases are well defined. Prescriptive analytics help to
address use cases such as:

 Automatic adjustment of product pricing based on anticipated customer demand and external
factors.

21
  Flagging select employees for additional training based on incident reports in the field.

Prescriptive analytics primary aim is to take the educated guess or assessment out of data analytics and
streamline the decision-making process.

How Do You Get Started with Prescriptive Analytics?

Prescriptive analytics is commonly considered the merging of descriptive, diagnostic, and predictive
analytics. Getting started isn’t so much a step-by-step list but rather the time and effort up front to build
your competencies within the analytics maturity curve.

Simply put, there is no starting point in prescriptive analytics without the requisite first three pillars of
modern analytics being established first. If you’re ready for prescriptive analytics, then quantifying your
call to action and the underlying criteria will be the first requirement. For example: if the use case is to
call corrective action

for an employee (i.e. – additional training based on poor performance) then the factors that necessitate
this action must be firmly established and the action itself must be clearly defined.

5.5 SCOPE OF BUSINESS ANALYTICS:

Business analytics has a wide range of application and usages. It can be used for descriptive analysis
in which data is utilized to understand past and present situation. This kind of descriptive analysis is used
to asses’ current market position of the company and effectiveness of previous business decision.

It is used for predictive analysis, which is typical used to asses’ previous business performance.

Business analytics is also used for prescriptive analysis, which is utilized to formulate optimization
techniques for stronger business performance.

For example, business analytics is used to determine pricing of various products in a departmental store
based past and present set of information.

5.6 DATA FOR ANALYTICS:

Business analytics uses data from three sources for construction of the business model. It uses business
data such as annual reports, financial ratios, marketing research, etc. It uses the database which contains
various computer files and information coming from data analysis.

5.7 HOW BUSINESS DATA ANALYTICS WORKS IN INFOSYS:

We live in a world of technology where digitization is driving the demand for business intelligence and
analytics across all areas of modern business. With rapid advancement in artificial intelligence, Internet

22
 of Things, and big data, organizations are now looking for innovative BI and analytics solutions for their
businesses that can provide insights on the go, at optimal costs, and at a scalable model.
Infosys solutions help organizations tap into their vast data resources to uncover hidden business insights
and make them available to executives for real-time decision-making. Clients profit from our robust
partnerships with Oracle and SAP, vast domain experience, and talented task force.
Infosys has extensive BI and analytics capabilities extending from process modernization to identification
and implementation of the right product along with support.
Infosys business intelligence and analytics offerings are powered by our well trained and certified
consultants, rich proprietary toolsets, proven de-risked methodologies, strategic alliances, and dedicated
Centers of Expertise (CoE). Our extensive capabilities in process consulting, SaaS applications, along
with our design thinking-led consulting approach and comprehensive cloud methodology, help
organizations redesign and enhance their key processes and gain real-time insights for crucial decision-
making.
Infosys partner with leading cloud product vendors like Oracle and SAP. They leverage these partnerships
along with our product, domain and industry knowledge, and IP to ensure that our clients benefit from the
early insights that our solutions provide to develop a broad business intelligence and analytics vision along
with a strong digital strategy.

5.8 CLIENT RELATIONSHIP MANAGEMENT:

Customer relationship management (CRM) is a process in which a business or other organization

administers its interactions with customers, typically using data analysis to study large amounts of
information.

CRM systems compile data from a range of different communication channels, including a company's
website, telephone, email, live chat, marketing materials and more recently, social media. They allow
businesses to learn more about their target audiences and how to best cater for their needs,
thus retaining customers and driving sales growth. CRM may be used with past, present or potential
customers. The concepts, procedures, and rules that a corporation follows when communicating with its
consumers are referred to as CRM. This complete connection covers direct contact with customers, such as
sales and service-related operations, forecasting, and the analysis of consumer patterns and behaviors,
from the perspective of the company. Accordingto Gartner, the global CRM market size is estimated
at $69 billion in 2020.

5.9 History of CRM:

The concept of customer relationship management started in the early 1970s, when customer satisfaction
was evaluated using annual surveys or by front-line asking. At that time, businesses had to rely on
standalone mainframe systems to automate sales, but the extent of technology allowed them to categorize
customers in spreadsheets and lists. One of the best-known precursors of the modern-day CRM is the
Farley File. Developed by Franklin Roosevelt’s campaign manager, James Farley, the Farley File was a
comprehensive set of records detailing political and personal facts on people FDR and Farley met or were
supposed to meet. Using it, people that FDR met were impressed by his “recall" of facts about their family
and what they were doing professionally and politically. In 1982, Kate and Robert D. Kestenbaum
introduced the concept of database marketing, namely applying statistical methods to analyze and gather
customer data. By 1986, Pat Sullivan and Mike Muhney released a customer evaluation system

23
 called ACT! based on the principle of digital Rolodex, which offered a contact management service for the
first time.

The trend was followed by numerous companies and independent developers trying to maximize lead
potential, including Tom Siebel of Siebel Systems, who designed the first CRM product, Siebel Customer
Relationship Management, in 1993. In order to compete with these new and quickly growing stand-alone
CRM solutions, the established enterprise resource planning (ERP) software companies like Oracle, SAP,
Peoplesoft (an Oracle subsidiary as of 2005) and Navision started extending their sales, distribution and
customer service capabilities with embedded CRM modules. This included embedding sales force
automation or extended customer service (e.g. inquiry, activity management) as CRM features in their ERP.
Customer relationship management was popularized in 1997, due to the work of Siebel, Gartner, and
IBM. Between 1997 and 2000, leading CRM products were enriched with shipping and marketing
capabilities. Siebel introduced the first mobile CRM app called Siebel Sales Handheld in 1999. The idea
of a stand-alone, cloud-hosted customer base was soon adopted by other leading providers
at the time, including PeopleSoft (acquired by Oracle), Oracle, SAP and Salesforce.com.

The first open-source CRM system was developed by SugarCRM in 2004. During this period, CRM was
rapidly migrating to the cloud, as a result of which it became accessibleto sole entrepreneurs and small
teams. This increase in accessibility generated a huge wave of price reduction. Around 2009, developers
began considering the options to profit from social media's momentum and designed tools to help
companies become accessible on all users' favourite networks. Many startups at the time benefited from
this trend to provide exclusively social CRM solutions, including Base and Nutshell. The same year, Gartner
organized and held the first Customer Relationship Management Summit, and summarized the features
systems should offer to be classified as CRM solutions. In 2013 and 2014, most of the popular CRM
products were linked to business intelligence systems andcommunication software to improve corporate
communication and end-users' experience. The leading trend is to replace standardized CRM solutions with
industry-specific ones, or to make them customizable enough to meet the needs of every business. In
November 2016, Forrester released a report where it "identified the nine most significant CRM suites from
eight prominent vendors"

5.10 SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT:

With social media technologies today seeing huge traffic from an ever-increasing customer base,
organizations are recognizing the potential of social CRM (SCRM), also known as CRM 2.0, and have
made considerable investments over the past years. Facebook, LinkedIn, Twitter, YouTube, Google+ and
analytics, and other peer-to-peer websites such as wikis, podcasts, blogs, photo and video sharing, and
social bookmarking are some prevalent social media technologies currently being used extensively by
marketers. Furthermore, Choudhuryet al. (2014) point out that 80 percent of business executives consider
social media important for marketing purposes, while 46 percent of online users make purchasing decisions
through social media. With 47 percent of under 35 year old’s in the UK posting comments or online reviews,
searching for products has been taken to an entire new level, where prospective customers have more peers
to go to for productinformation than ever.

There is no doubt social media has taken a big role in firms’ relationship building and communication
towards their customers. O’Brien (2011) means social media today makes up for the largest web presence
for many businesses, shifting over from their company websites and email programmer. The author also
mentions that there is a huge opportunity for marketers in terms of word-of-mouth referrals to be found
within social media channels. Choudhury et al. (2014) distinguishes social CRM from traditionalCRM by
implying that ―social CRM focuses on customer engagement with two- way, interactive relationships with
customers where they are encouraged to co-create marketing efforts and even product offerings‖.
Companies are today using social media to expand communication with customers, with a result of better

24
customer interaction.

The overall purpose of CRM is getting closer to customers and communication with customers. To achieve
this today, with all the technology available, social media must not be overseen as a way of communicating
with customers. In fact, social media is an open book on consumers likes, dislikes, preferences, and
dissatisfactions. For companies to stay competitive in the market in a business-to-consumer perspective,
they need to adapt to the rapid uprising of social media. The cost, and accuracy in analyzing the result, for
using social media are however uncertain.

5.11 MANAGING FOR SUCCESSFUL SOCIAL CRM MANAGEMENT:

In this section, differences between traditional and social CRM along with the current state of social CRM,
taking into account company and customer perspectives, will be elaborated upon.

Difference between social CRM and traditional CRM:

To further elaborate on the differences between social and traditional CRM, some key characteristics
Identified in previous research will be described, in order to further clarify the purpose and implications Of
the two different types of CRM. As mentioned earlier, traditional CRM is commonly viewed as Various
software applications used by companies to help increase the customer lifetime value of Customers,
whereas social CRM, or CRM 2.0, focuses more on relationship building with the Consumers.
COMPANY VS. CUSTOMER PERCEPTION of SOCIAL CRM:

In a study conducted by Heller Baird & Parasnis (2011), it was found that the usage patterns of SCRM Are
perceived differently from a customer contra business viewpoint. This study shows that customers Are far
more interested in tangible value than perceived by companies earlier. The authors imply that Consumers,
while embracing social media, should not be taken for granted by companies to engage in social media with
them. Furthermore, the authors mention some other consumer behavior they found While conducting their
research: While there is a huge number of consumers using social media, they only occasionally interact by
responding to posts and authoring content. Social media to consumers is more about friends and family –
not brands. For them, social Media are about personal connections with friends and family, with more than
half not even Considering engaging with business through social media. There are gaps between what
consumers expect from social media interactions with Companies and what the companies think the
consumers care about. Consumers were found To expect something tangible after putting in time towards
endorsements and submitting Personal data. Advocacy is believed to be increased by social media by most
businesses, however only 38 Percent of customers agree, and over 60 percent believe a prerequisite for
social media Engagement is passion for a company or brand.

5.12 IMPLICATIONS FOR COMPANIES:

While companies are on the way to establishing the fundaments of CRM, the change is not painless. For
customer-oriented companies, social media is one of the most disruptive forces today. Companies Feel the
pressure to take part of the social media phenomenon, where 79 percent of companies now Have presence
on a social networking site. However, social networking data can be deceiving Heller Baird et al. (2011)
explain, meaning this is something companies will have to take into consideration.

They found that only 5 percent of consumers would nearly always respond to comments or write their Own
posts. The largest proportion of consumers (75 percent) occasionally respond or post their own Content.
The remaining 20 percent are not posting any content and are simply observing other Content. The biggest
difference between businesses’ perceptions of their customers and reality in their Interactions with social

25
media is that consumers mainly use social media for getting discounts and Purchasing products and services,
Heller Baird et al. (2011) found. In contrast, these two purposes Were perceived by businesses to be the
least attractive purposes of social media interaction with Businesses. Businesses thought that consumers
interacted with them to learn about new products and acquire general information about the company, which
is an overestimation of the reality found in Heller Baird et al.’s (2011) study.

Furthermore, while a large part of the purpose of social CRM is to Create relationships with customers and
have a dialogue with them, this study points out that the Customers are more inclined to use social media
for receiving tangible benefits from a company, rather Being part of a community or staying connected to
the company. Seeking for benefit is the reason for consumers to interact with businesses through social
media Heller Baird et al. (2011) state, further mentioning that trusting the company is a prerequisite for
consumers to interact in the first place, in addition to consumers thinking that social media is the right
channel for Finding the value they seek. The authors conclude that the result of engaging in social media
can be a feeling of connection towards abusiness for consumers, but to get there, the company must
provide something tangible, asa transaction is what customers primarily seek.

In addition to this, 64 percent of customers believe passion for a brand or business is a prerequisite for
social media interaction, meaning most customers only want to interact with brands they already know and
like. This puts emphasis on recommendations from friends or family for buying decisions, as participation
through social media is not guaranteed to increase brand loyalty or spending. Companies can take advantage
of this knowledge by having a goal with their social media programs to touch customers emotionally to
have them share their experiences with others.

5.13 SOCIAL CRM IN THE COMPANY:

Social CRM, also known as CRM 2.0, requires businesses to adjust their way of Working with customer
relationship management to take the best advantage of profitable Opportunities. Social CRM puts more
emphasis than ever on listening to the customers and what they are saying about business through their
social networks. Similarly, to how they communicate with friends and family, customers want to engage
with brands on a social level. This displays the value of social CRM, as customers take the initiative to be
updated and entertained by the company.

Whereas traditional CRM activities usually are designed to sell or collect customer data, social CRM adds
to this in the form of enabling customer engagement. This is Greenberg’s (2010) viewpoint, which is that
social CRM is an evolved version of CRM, that has gone from a strategy being focused on customer
transactions to a new strategy that incorporates customer interactions in addition to transactions. The author
further states that social CRM would add much needed information for customer insights if conducted
successfully. Social CRM grants companies the possibility to collect extensive socio-demographic
customer data from social networks in the forms of age, relationship status, or addresses. This data can be
used to enrich existing customer profiles, as well as posing to include Facebook fans, or customers on other
social media platforms, in traditional CRM activities.

The first step towards a successful relationship building is usually a campaign in traditional CRM.
However, for social CRM the first step should be creating content as grounds for generating conversations
and meaningful relationships, as shown in figure 3, depicting a model of the differences between traditional
CRM and social CRM workflow. These conversations are now more important than ever since the
customers are acting on them and thus affecting business. Further on, traditional CRM converts the leads
generated by the campaigns into different categories within the sales cycle, whereas social CRM takes the
conversations and attempts to turn them into something collaborative between the company and consumer.
This way, the company and the customer co-create the necessary knowledge for insight. The customers can
provide insight to the company, willingly many times, if they see a benefit to be gained.

26
 THE SOCIAL CUSTOMER:

Company grasps the reality that the customer is now in control of the relationship, the sooner it can Take
advantage of this situation and utilize the full potential of social media.

5.14 GATHERING CUSTOMER INSIGHTS:

Social CRM is able to provide the strategies and tools needed for accurate and meaningful customer
Insight. It is capable of measuring the emotional temperature of a customer or a group of customers
Affiliated with the company, subjects of interest to the company, or events that are associated with The
company. These customer insights can primarily be attained from the following Five components:
Data from individual profiles, text analysis, blogs, and conversations in social networks can be Combined
with regular transaction data to create a fuller picture of the customer.

Sentiment analysis can be used to take the emotional temperature of individuals and groups. To keep track
of the customer attitudes in social networks and communities.
Social media monitoring can be conducted using social CRM tools designed to analyze social Media.
Solutions are there to help track customer engagement, influencers and topics in blogs, Forums, image
sharing sites, social networking sites etc.

Profiles provide personal information that can provide customer insights into how customers want to
interact with the company. Examples of tools that can pull profile information from Social networks are
LinkedIn and Facebook.

Customer experience mapping looks at the expectations of actual customers, the weight the Customer
places on individual results, in addition to examining individual customers in multiple Environments at
multiple touch points.

27
 CHAPTER 6
DATA ANALYSIS & INTERPRETATION

1. How long you have been a client of Infosys Pvt Ltd.

TABLE NO.1

Particulars No. of respondents Percentage

Less than 6 months 3 3.65

6 months to 3 years 8 9.75

3-7 years 28 34.14

more than 7 years 43 52.43

Total 82 100

TIMESPAN OF CLIENTS
50
45 43

40
35
30 28
more than 7 years
25
3-7 years
20
6 months to 3 years
15
less than 6 months
10 8
5 3

0
more than 7 3-7 years 6 months to 3 less than 6
years years months

GRAPH NO.1

INTERPRETATION:

Above diagram shows the no. of clients which doing business with Infosys Pvt Ltd. Out
of total respondents 43 clients i.e., more than 50% of clients are doing business from more
than 7 years.

From the above chart it can be seen that more than 80% of clients are build business
relationship with Infosys Pvt Ltd., before covid pandemic.

28
 2. Your organization comes under which sector?

TABLE NO.2

Particulars No. of Respondents % of respondents

IT Sector 49 59.75

Financial Services 17 20.73

Management Consultancy 2 2.43

Digital Marketing 9 10.97

Product Design 5 6.09

Total 82 100

SECTOR OF CLIENTS
60

49
50

40

30

20 17

9
10 5
2
0
Financial Management Digital Product
IT Sector Services Consultancy Design
Marketing

GRAPH NO. 2

INTERPRETATION:

From the above data it can be seen that more than 55% of the clients are from IT sector.

IT sector is major consumer of fastener . In IT sector high demands of analytics decision

making.

29
 3. Specify your Industry Type.

TABLE NO 3.

Particular No. of respondents % of respondents

IT Industry 9 10.97
Tier 1 48 3.65
Tier 2 22 26.82
Others 3 3.65
Total 82 100

INDUSTRY TYPE OF CLIENTS

70
Tier 1, 58.53
60

50

40

30 Tier 2, 26.82

20 IT industry,
10.97
10 Others, 3.65
0
Tier 1 Tier 2 IT industry Others

Tier 1 Tier 2 IT industry Others

GRAPH NO. 3

INTERPRETATION:

From the data it can be seen that 58% of the clients are from tier 1 industry. Above diagram shows
that the Infosys provide fasteners to tier 1 industries at large scale. While 26% of clients are from
tier 2 industry.

30
 4. What were you searching for when you found us?

TABLE NO 4.

Particular No. of respondents % of respondents

Software 49 59.75

Finance 15 18.29

Consultancy 12 14.63

Others 6 7.31

Total 82 100

60 Services

50

40

30

20

10

0
Software Finance Consultancy Others
Software n Finance Consultancy Others

GRAPH NO. 4

INTERPRETATION:

From above data is found that 49% of the clients are searching for Software. Whether very few no.
of clients are searching for other Services. From the Diagram it is found that most of the clients
searching for Software. Because of Infosys Pvt Ltd. is leading Software MNC in Pune most of the
client searching for Software.

31
 5. How did you find us?

TABLE N0 5

Particular No. of respondents % of respondents

Cold calling 3 3.65
Referral 29 35.36
ACMA Directory 19 23.17
Social media 3 3.65
Website 28 35.00
Total 82 100

ACQUISITION CHANNEL
Refferal cold calling ACMA Directory Website Social media

35

30 28

25

20

15

10

5 3 3

0
Refferal Website ACMA Directory Cold Calling Social media

PIE CHART 5

INTERPRETATION:

In Infosys Pvt Ltd. the most of the clients are join through other clients reference Services and
Business development department of Infosys Pvt Ltd. are attracts most of the clients through Website.
Website is most common practices of Infosys Pvt Ltd.

32
 6. Delivery Performance against your urgency

TABLE NO. 6

Particular No. of respondents % of respondents

Fully satisfied 42 51.21
Satisfied 30 36.58
Neutral 9 10.97
Dissatisfied 1 1.21
Fully dissatisfied 0 0
Total 82 100

DELIVERY PERFORMANCE
45
40 Fully Satisfied, 42
35
30
Satisfied, 30
25
20
15
10
5 Neutral, 9
Dissatisfied, 1
0
Fully Satisfied Satisfied Neutral Dissatisfied

Fully Satisfied Satisfied Neutral Dissatisfied

GRAPH NO. 6

INTERPRETATION:
More than 50% of the clients are fully satisfied with the delivery of Services regard urgency.
There is no any clients who is fully dissatisfied with delivery of Services.
In Infosys Pvt Ltd. if any clients have urgency of development services then company delivers
it as soon as possible.

33
 7. How do find our staff’s behaviour at your end.
TABLE NO. 7
Particular No. of respondents % of respondents

Fully satisfied 49 59.75

Satisfied 25 30.48
Neutral 7 8.53
Dissatisfied 0 0
Fully dissatisfied 0 0
Total 82 100

STAFF'S BEHAVIOUR TOWARDS CLIENTS

60

50

40
fully satisfied
30
Dissatisfied
49
20 Neutral

25
10
7
0
fully satisfied Dissatisfied Neutral

PIE CHART NO. 7

INTEPRETATION:

In Infosys Pvt Ltd. 60% of the clients are fully satisfied with the behavior of staffs. In any
organization behavior of staff is really matter for the client relationship management and for client
acquisition if the behaviour staff is good with clients then clients show interest to continue business.
In Infosys the behaviour of staff is friendly.

34
 8. Technical support from our side to you.
Table no. 8
Particular No. of respondents % of respondents

Fully satisfied 20 24.39

Satisfied 9 10.97
Neutral 17 20.73
Dissatisfied 20 24.39
Fully dissatisfied 16 19.51
Total 82 100

TECHNICAL SUPPORT
25

20

15

10 20 20
17 16

5 9

0
Fully satisfied Dissatisfied Neutral Fully dissatisfied Satisfied
Fully satisfied Dissatisfied Neutral Fully dissatisfied Satisfied

GRAPH NO. 8

INTERPRETATION:

Out of total clients 24% of clients are dissatisfied whereas, 19% of clients are fully dissatisfied with
technical support of Infosys Engineering Pvt Ltd. The technical support team is not so efficiently
works, the clients faces more troubles while doing any technical process.

35
 9. Products meet current requirements and expectations.

Table no. 9
Particular No. of respondents % of respondents

Yes 78 95.12
No 1 1.21
May be 3 36.58
Total 82 100

CURRENT REQUIREEMNTS
Maybe No
4% 1%

Yes
95%

GRAPH NO.9

INTERPRETATION:

More than 95% of clients are fulfill their requirements with Infosys. Whereas so less no. of clients
do not fulfill their requirements. In Infosys Pvt Ltd. The most of the clients fulfill their requirements.
Services development are design according to client’s expectations.

36
 10. Have you tried our competitor’s Services?
TABLE NO.10
Particular No. of respondents % of respondents

Yes 60 73.17
No 22 26.82
Total 82 100

COMPETITOR'S PRODUCT

No
27%

Yes
Yes
73% No

GRAPH NO.10

INTERPRETATION:

More than 70 % of clients are taken the Services of Infosys Engineering. The less no. clients aretried
the competitor’s products, and they are not satisfied with the performance of Services.

37
 11. Would you like to continue business relations with us?

TABLE NO. 11
Particular No. of respondents % of respondents

Yes 17 20.73
No 0 0
May be 65 79.26
Total 82 100

BUSINESS RELATIONS
Yes
21%

May be
79%

GRAPH NO. 11
INTERPRETATION:
79% of the clients are thinking about to continue business with Infosys Pvt Ltd. 21 % of the clients are
interested to continue business with Infosys. The quality of Services in Infosys is more better than the
competitors services that is why more clients would like to continue their business. And the other is
thinking about to continue business.

38
 CHAPTER 7
FINDINGS

This chapter illustrates the questionnaire results. The participants include 82 clients of Infosys
Pvt Ltd. Infosys Pvt Ltd. is a IT industry which develop software and services. Questionnaire in
order to understand the Business Data Analytics and client relationship management at Infosys pvt
ltd.
1. The most of the clients doing business with Infosys from more than 7 years.
2. IT sector is major part for clients of Infosys Pvt Ltd. Whereas Infosys provides Services
to Software sector at large scale.
3. Tier 1 industry is major clients of Infosys pvt. Ltd. Whereas tier 2 industry is minor
customer of Infosys.
4. Most of the clients are searching for Software Services.
5. In Infosys referral and website marketing practices are used at large scale. Whereas
ACMA directory is also marketing practice use by Infosys.
6. In Infosys most of the clients are satisfied with the service delivery(deployment). The
project delivery on time is important factor in client satisfaction.
7. The staff’s behavior towards clients is highly satisfied.
8. The technical support tools are more efficiently used by Infosys.
9. The end services meet the clients requirements. The services are design according clients
requirements.
10. The most of the clients tried services of competitor’s and the clients are not satisfied
with the competitors services.
11. Most of the clients are interested in to continue business with Infosys.

39
 CONCLUSION

As Per the above observations and analysis it seems that most of the Clients of Infosys
Pvt Ltd. are satisfied and like there work and Organization except few clients who are dissatisfied with
current policies which all are present in the organization.
The results of this study move about the field of Business Analytics forward by empirically viewing a link
between client satisfaction and analysis.
The proposed new data analytics concept includes four key elements that are recommended in order to
attract prospective companies and to turn the prospects into loyal long-term customers. The first element,
customer equity framework, takes into account the need to develop leading products and services
attractive to potential customers, and to retain new customer by creating value to the customers.
Altogether, customer attraction and retention help to develop a trustworthy foundation that would help to
engage customers to the brand.
The second element, encompasses the creation of personal relationships between the company and the
customer. Services would create and develop personal contacts on all levels of the customer. Furthermore,
personal contacts form a channel for a quick information exchange, ensure listening to the voice-of-
customer atthe management of the case company, and assure a better overall quality of collaboration.
The third element, key account management, is a process to prioritize the customers.

The conceptual framework, the strengths of the current customer analytics concept, and the second data
collection phase formed the initial proposal for new customer analytics concept. The initial proposal was
further evaluated by the case organization and approved for the trials with external customers. The
customer feedback and the customer trials demonstrated the importance of all elements in the new
concept. Although the customer feedback is based on two customers, the new concept addressed the
challenges of the current concept and was approved without needs for major improvements or
modifications.

41
 CHAPTER 8
SUGGESTIONS &
RECOMMEDATION

The cleints are overall happy with the working environment provided by Infosys Pvt Ltd. But still
there are somesectors in which the management should look into.
They are as follows:-

1) The management should provide the help facility for the clients if service doesn’t work or
collapsed.
2) At every end of the year Analytics report should be arranged to review the other clients.

3) The deployment of the CRM system for collecting all available customer information Into
a centralized data repository.

4) Evaluation and segmentation of the existing client base in order to Identify the most
potential companies as key accuses.

41
 BIBLIOGRAPHY
Books:
1. S. Christian Albright, ―Business Data Analytics, sixth edition, Page
No 447-460.
2. Gert H. N. Laursen― Business Analytics for Managers.
3. C. R. Kothari, ―Research methodology Methods and Techniques‖ Second
revisededition, new age international publication, page No 22-34.

Websites:
1) www. infosys.com.

2) www.infosyswikipedia.com

3) www.infosyscareer.org.on

41
 QUESTIONNAIRE

EMPLOYEE SATISFACTION
A study of employee satisfaction/performance:
Respected Sir / Madam,
As a part of my project I would like to gather some information from you. Which will
help me in an in-depth study of project? I would be obliged if you co-operate with me in filling the
questionnaire, Since the questionnaire is being used for academic purpose, the information gathered will
be strictly confidential.
Kindly fill the following:
ORGANISATIONAL INFORMATION/ DETAIL:
Name of organization: ………………………………….
Address of organization: ……………………………….
Zip code: …………………………
State: ……………………… country: ………………………
Phone no of office: ……………………………….
Email address: …………………………….
Website URL: ………………………………...
Name of the HR policy maker: …………………...
No of employee in HR department: ……………….
Contact no of HR head of company: …………….

PERSONAL INFORMATION:
Name of employee: ………………………………….
Address: …………………………………………
Gender: ……………………………………….
Date of birth: ……………………….
Email id: …………………….
Contact detail: …………………………......
Designation: …………………………………
Year of experience: ……………………………...

41
1) How long have been client of Infosys pvt. Ltd.
a. Less than 6 months
b. 6 months to 3 years
c. 3-7 years
d. More than 7 years

2) Your organization comes under which sector?

a. Software sector
b. Finance sector
c. Consulting sector
d. Cloud sector
e. Oracle sector

3) Specify your industry type

a. Software industry
b. Tier 1
c. Tier 2
d. Others

4) What were searching for when you found us?

a. Software
b. Finance
c. Consultancy
d. Others

5) How did you find us?

a. Website
b. Referral
c. ACMA directory
d. Social media
41
 e. Cold calling

6) Delivery performance against your urgency?

a. Fully satisfied
b. Satisfied
c. Neutral
d. Dissatisfied
e. Fully dissatisfied

7) How do find our staff’s behavior at your end?

a. Fully satisfied
b. Satisfied
c. Neutral
d. Dissatisfied
e. Fully dissatisfied

8) Technical support from our side to you

a. Fully satisfied
b. Satisfied
c. Neutral
d. Dissatisfied
e. Fully dissatisfied

9) Products meet current requirements and expectations

a. Yes
b. No
c. May be

10) Have you tried our competitor’s product?

a. Yes
b. No

41
11) Would like to continue business relations with us?
a. Yes
b. No
c. May be

41
41