RESEARCH PROJECT REPORT

ON
“Customer Relationship
management”
AT
To be Submitted for the partial fulfillment
of the requirements for the award of the
degree of BACHELOR OF BUSINESS
ADMINISTRATION (MARKETING)
(2017-2020)
BABA FARID GROUP OF INSTITUTIONS,
DEON,BATHINDA (AFFILIATED TO
PUNJABI UNIVERSITY, PATIALA)
SUBMITTED TO:-
SUBMITTED BY:-

Ms.Rupanshu Garg
• COMPANY PROFILE

•
• ABOUT COMPANY
• We would like to introduce our company CodeApp Technologies that has been in IT development for the past 3 years.
• We have been an established and popular company with an excellent track record for the best customer satisfaction. We have never compromised on
the quality and the services provided to the customer. We believe in keeping the customers happy and providing them with products at a very
competent price. We have an excellent staffs who will guide you with their best ideas by keeping in constant touch with your company and informing
about the market trends.
• SERVICES WE PROVIDE
• FRONTEND
• HTML
• RESPONSIVE
• CSS
• GRAPHICS DESIGNING
•
•
• WEB DEVELOPMENT
• PROGRAMMING LANGUAGES
• JAVASCRIPT
• PYTHON
• RUBY
• PHP
• SWIFT
• JAVA
• INTRODUCTION
•
• CRM or Customer Relationship Management is a strategy for managing an organisation's relationships and
interactions with customers and potential customers. 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 is used for contact
management, sales management, productivity, and more. The goal of a CRM system is simple: Improve business
relationships.
• OBJECTIVES OF THE STUDY
•
•

• To develop mutually profitably lifelong relationship with the customer.

•

• To build and maintain a base of committed customers who are profitable

for the organization.
•
• Data Analysis & Interpretation
•
• 1.Since when you are having services with CodeApp Technologies?
•
Less than 1
Year 8
more than 4year %
Age Response 32%
1-2 yr
16%
Less than 1year 8
1-2 16
2-3 28
2-3 yr
3-4 16 3-4 yr
28%
16%
More than 4 year 32

• Interpretation:-
•
• The above graph shows that 32% of total respondents are having services with Company for more than 4 years, 28%
are for 2-3 years and 16% for both 1-2 year and 3-4 years. Thus, it shows that Company is doing well and is able to
retain its customer through its various attractive services.
• 2.Please ticks the services you avail from CodeApp Technologies?

Services R
e
s Web
Apps Mobile App
p Online Training Development
5%
o 11% 0%
n Web
Design
s 6% Industri
e al
Data Training

Industrial Training 39 Entry

5% Digital
UI Designing 12 Marketin
g
Digital Marketing 22
22%
Data Entry 5 UI
Designing
Web Design 6 12%
Online Training 11
Web Apps 5
Mobile App 20
Development

• Interpretation: We can infer from this figure that a large no of 39% respondents are having the core facility of the company
i.e industrial training and 22% are also using digital marketing of the company.
• 3.Please rate your satisfaction level inCodeApp Technologies ?
•
Highly
dissatisfied
0%
Averag
Satisfaction Level Response e Dissatisfie
4% d
Highly
12% satisfied
Highly Satisfied 16 16%

Satisfied 68
Average 4
Dissatisfied 12
Highly Dissatisfied 0
Satisfie
d
68%

• Interpretation:-
•
• The most important aspect for any organization is to be rated high on satisfaction level by its customers. Here, the graph reflects that
68% of respondents are satisfied with Company and even 16% are highly satisfied. Only 12% are dissatisfied and the best part is
that none of the respondents felt highly dissatisfied with the services of the company.
• 4.Do any complaints regarding your services with CodeApp Technologies?
Complai response
nts

NO 86 14
%

Yes 14 1
2

86
%

• Interpretation:-
•
• It can be clearly see that 56% of respondents do have complaints regarding company besides they are satisfied with
company and only 44% feels that they would not complain regarding services of the company. It generally
happens when customers do have complaints and do not want to switch to other service provider due to their
loyalty towards the company. They want to stay with the company and desire to get resolution to their problems.
• 5.Please rate the area where you have complaints.

Rude Behavior Of Employees 13 Insecure Rudebehaviorof

services employee
Unresponsiveness of employees 21 13%
19%
Delay in services delivery 31
Maintenance
Non-upgraded services 4 3% Unresponsivene
ss
Disruptionin of employee
Disruption in service 9 service 21%
9%
Maintenance 3 Delay in
Non- service
upgraded delivery
Insecure services 19 services 31%
4%

• Interpretation: This pie chart shows that 13% of the employees show rude
behaviour to the organisation.
• FINDINGS
•
• The customers of the company are loyal towards the company.
•
• Most of the customers in company are having the core facility of the company i.e. industrial training.
•
• Maximum no. of customers of company are satisfied with the company but not highly satisfied.
• Some of the customers are having complaints with the company.
•
• Some customers are having the complaint of delay in services.
•
• Conclusion
•
• To summarize the discussion about the role of CRM in the relationship between the customer and supplier, the main
conclusions are presented below.
•
•
• The results of the empirical investigation showed that all of the hypotheses were supported. CRM is an essential
part in the pursuit of trust, satisfaction and commitment. However, there are also a high percentage of these values
that are influenced by other factors that can not be explained in this study.