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CUSTOMER RELATIONSHIP MANAGEMENT DAYANANDA SAGAR COLLEGE OF SCIENCE, ARTS & COMMERCE 1
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CUSTOMER RELATIONSHIP MANAGEMENT CHAPTER 1

INTRODUCTION

CRM has always encompassed the broad set of sales, marketing, and

customer service activities associated with serving customers, and

attracting new ones. While the scope of CRM has remained constant, the

focus has changed considerably.

The first CRM initiatives launched in the early 1990s focused primarily on

improving a single service channel—namely, the call center. Companies

adopted new technologies and performance measures designed to

streamline the process of answering and handling customer inquiries,

hoping to increase customer satisfaction and their own operating

efficiency.

Later, companies widened this focus to include sales as well,

implementing new automation tools to enhance sales force efficiency and

productivity. In the mid-to-late 1990s, the focus of CRM expanded yet

again to include more service and sales channels—such as the Web, e-

mail, and instant messaging—giving customers alternatives for interacting

with a company.

Complex channel integration programs characterized this phase of CRM,

still underway today, with companies focused on standardizing customer

treatment across channels and gathering more customer data at each

contact point. Many companies also implemented data warehouses and

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CUSTOMER RELATIONSHIP MANAGEMENT CHAPTER 1

INTRODUCTION

CRM has always encompassed the broad set of sales, marketing, and

customer service activities associated with serving customers, and

attracting new ones. While the scope of CRM has remained constant, the

focus has changed considerably.

The first CRM initiatives launched in the early 1990s focused primarily on

improving a single service channel—namely, the call center. Companies

adopted new technologies and performance measures designed to

streamline the process of answering and handling customer inquiries,

hoping to increase customer satisfaction and their own operating

efficiency.

Later, companies widened this focus to include sales as well,

implementing new automation tools to enhance sales force efficiency and

productivity. In the mid-to-late 1990s, the focus of CRM expanded yet

again to include more service and sales channels—such as the Web, e-

mail, and instant messaging—giving customers alternatives for interacting

with a company.

Complex channel integration programs characterized this phase of CRM,

still underway today, with companies focused on standardizing customer

treatment across channels and gathering more customer data at each

contact point. Many companies also implemented data warehouses and

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customer analytics programs to help manage this data and mine it for

deeper insights into customer preferences.

All of these previous efforts have produced important benefits. Contact

center initiatives enabled companies to reduce service costs while making

transactions more convenient for customers (for example, by providing

more self-service options). Sales force automation software made sales

people more efficient and boosted their ability to help customers (for

example, by giving sales people immediate access to pricing information

on any product). Better channel integration made it easier for customers to

deal with providers, and enabled companies to gather more information

about customers. And Internet-based initiatives opened up a new avenue

into customers’ homes and offices for selling and serving.

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THEORETICAL BACKGROUND OF THE STUDY

Marketing is a social and managerial process by which individuals and

groups obtain what they want and need through creating, offering and

exchanging products of value with others.

Customer Relationship Management

Customer Relationship Management (CRM) is the process of the

location, acquisition and retention of customers.

CRM is a way to express having the ability to organize and maintain a

connection with clients, customers and service agents with regards to

business relationships and customer satisfaction. Customer Relationship

Management translates directly to customer relationship management.

And a CRM application is an acronym for customer relation

management application. These are programs by which a customer can

be profiled and tracked to assist a sales staff in providing better service

for that customer, resulting in improved customer relations overall.

Everybody who profits from CRM has their own definition of what it is,

but they're agreed as to what it is not: CRM isn't about technology any

more than hospitality is about throwing a welcome mat on your front

porch.

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CRM is a philosophy that puts the customer at the design point; it's

getting intimate with the customer. CRM is more as a strategy than a

process. It's designed to understand and anticipate the needs of the

current and potential customer base a company has. Once you nail that,

there’s a plethora of technology out there that helps capture customer

data and external sources, and consolidate it in a central warehouse to

add intelligence to the overall CRM strategy. Buying technology before

you have your CRM business goals clearly in mind leads to disaster.

CRM is an integrated approach to identifying, acquiring, and retaining

customers. By enabling organizations to manage and coordinate

customer interactions across multiple channels, departments, lines of

business, and geographies, CRM helps organizations maximize the value

of every customer interaction and drive superior corporate performance.

Today’s organizations must manage customer interactions across

multiple communications channels—including the Web, call centers,

field sales, and dealers or partner networks. Many organizations also

have multiple lines of business with many overlapping customers. The

challenge is to make it easy for customers to do business with the

organization any way they want—at any time, through any channel, in

any language or currency— and to make customers feel that they are

dealing with a single, unified organization that recognizes them at every

touch point.

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Importance of CRM to an Organization

The benefits of CRM are clear: By streamlining processes and providing

sales, marketing, and service personnel with better, more complete

customer information, CRM enables organizations to establish more

profitable customer relationships and decrease operating costs.

Sales organizations can shorten the sales cycle and increase key sales-

performance metrics such as revenue per sales representative, average

order size, and revenue per customer

Marketing organizations can increase campaign response rates and

marketing-driven revenue while simultaneously decreasing lead-

generation and customer-acquisition costs

Customer service organizations can increase service-agent productivity

and customer retention while decreasing service costs, response times, and

request-resolution times.

CRM is the foundation of any customer-focused business strategy.  It

encompasses the people, processes, and technology associated with

successful marketing, sales, and customer service solutions

.

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It is a process or methodology used to learn more about customers' needs

and behaviors in order to develop stronger relationships with them. There

are many technological components to CRM, but thinking about CRM in

primarily technological terms is a mistake. The more useful way to think

about CRM is as a process that will help bring together lots of pieces of

information about customers, sales, marketing effectiveness,

responsiveness and market trends.

It helps businesses use technology and human resources to gain insight

into the behavior of customers and the value of those customers.

The Benefits

Customer Care Management enables end-to-end customer service

process management and improvement. Key benefits include:

1) Customer Retention and Delight- Through responsive, consistent,

quality service

2) Transparency- Improved collaboration, sharing of knowledge and

authenticated data record.

3) Resource Optimization- Through smooth planning, better resource

allocation and management.

4) Management Agility- Providing management insight into process-

based performance indicators.

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5) Process improvements- Achieving service excellence, by identifying

process bottlenecks / non-conformance areas, and reconfiguration of the

system to implement improved processes.

Advantages of CRM

Using CRM, a business can:

Provide better customer service

Increase customer revenues

Discover new customers

Cross sell/Up Sell products more effectively

Help sales staff close deals faster

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● Simplify marketing and sales processes

Key Benefits

Increase sales through cross- and up- selling

Enhance profit margins

Reduce costs

Improve customer service & satisfaction levels

Increase agent productivity

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INDUSTRIAL BACKGRONND OF THE STUDY

Indian real estate market

India being a densely populated country in the world there is an

ever growing need for accommodation. The supply of land being

constant it is difficult to reach equilibrium with an increasing demand

for it. This signifies the scope of real estate industry in the country.

The real estate sector in India can be broadly divided into the

industrial market and residential market.

Industrial Market:

The industrial market in India is controlled and guided by the state government;

transactions primarily consists of direct land procurement from the state and central govt.

under land disposal; schemes launched by the respective agencies. Most of these

Government ‘Industrial estates’ are located in the outskirts of major cities or in the rural

areas that are categorized as backward areas by state government as part of the policy to

promote investment in these locations. The govt. provides 10-year tax holiday and

incentives on land to attract investment to these locations. The key cluster of these

industries is located in the major cities.

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Residential Market:

The residential market is characterized by sale of apartments and

developed land plots by the state govt. agencies and private

developers. Residential market has witnessed intense construction

activities in the recent past, primarily in premium apartment segment.

This is in response to the increase in demand from end users due to the

lowering of interest rates on housing loans

and incentives provided by Central Govt. Leading Developers in

Mumbai, Delhi, Bangalore and Chennai are recording sales of

almost 80 apartments per month

across all segments of buyers. The development of new residential

apartments is being driven and being guided by the growth of service

sector and the investment in this sector has been clustered in the cities

of Delhi, Bangalore, Mumbai and Chennai.

The prime residential location has also witnessed marginal increase in

leasing activities especially in suburban location of Delhi, Mumbai

and Bangalore. There is considerable new stock available for rent in

each of these cities in the apartment complexes. It provides all the

essential amenities for modern convenient life styles like sports club,

swimming pools, and central power back up etc.

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Bangalore Real Estate Market

Bangalore, capital city of the state of Karnataka is one of the fastest

growing metropolitan cities in India. With less than 0.5 % of the area

of the state, it is home to nearly 10.5% of its population, which has

doubled over the past 10 years. The growth is attributable to economic

reforms in India; the city’s growing popularity is software destination

and its ability to attract individuals to live and work has been

commendable. Bangalore is not widely dispersed geographically as in

case with Delhi, Calcutta and Mumbai. Today the city faces a serious

problem of congestion and over crowding.

Historically, the govt. of India has taken initiative to establish

institutions like HMT, ITC, and ISRO etc. in Bangalore. This thrust

has helped the city develop to a hub of information technology,

electronics, precision engineering, aerospace, ready-made textiles and

electrical engineering. In fact, 33 of the top 200 software companies in

the country are headquartered in Bangalore.

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The decade of the 1990’s has been a roller-coaster ride for

developers– after years of reasonably steady growth, the market

reached steadying heights in the mid-nineties and then came crashing

down in 1997-98. The real estate in Bangalore is currently on a roll.

Recent months have seen the pace of development accelerate across

the city and across all residential and commercial segments.

The key driver of the recovery has been the sustained demand from

the IT sector. Since 1998 Bangalore has been on a new trajectory.

Human Resources being a key element, the hiring and housing of

people, both at their work places and homes, take on critical

proportions, creating spaces, for people to live and work in, causing

infrastructure development that is essential for growth.

Today, the Indian companies and MNC’s who are in IT related

business occupies close to a million square feet of space and have

paved the way for a lot more peer groups to absorb several million

square feet of space .On the whole, the upswing in commercial and

residential space transaction continues. The decision of the

government to allow mutual funds to invest in mortgage –backed

housing loan securities resulting in greater in flow of funds into the

housing and real estate sectors has boosted the activity in housing

sector .The interest rates on housing loans are at the lowest, income

tax sops are made for attraction and generally, the affordability has

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gone up. This has resulted in good demand for apartments and

independent bungalows.

The rapid increase in the demand for higher quality residential space

could be the consequence of:

1. The middle class sector’s rise in disposable incomes and

expectation levels.

2. Accommodation for expatriate employees of the MNC’s, coming

to Bangalore.

3. Expansion of large Indian corporate and existing MNC’s

4. Long term investments from NRI are into residential and

commercial projects.

Today design concepts have evolved to international standards and

institutional clients now vie with each other to create establishments

that reflect their image and stock valuations. Asset creation has taken

on new meaning- Spartan, functional office blocks are giving way to

‘intelligent ‘ buildings and landscaped exteriors worthy of a world

class business centre, for indeed, Bangalore ranks amongst the top IT

centres in the world.

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Over the last decade, some developers have emerged as front- runners

in the real estate market in Bangalore. Much like the IT super stars

these builders too have created land mark properties with a distinctive

stamp, and may also be credited with raising the profile of Bangalore

in terms of housing. Prominent among these are concorde group,

Prestige Group, Purvankara Projects, Rahejas, Sobha Developers,

Brigade Group to name just a few. These builders have contributed

significantly to Bangalore reputation for quality construction, which in

fact scores higher than those found in the cities in the north and west

of India.

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CURRENT ISSUES

Real estate development in Bangalore affected by the recession is in a

dreadful situation. A sector that was riding high on the economic boom till

recently finds itself grounded by the economic slump. This has left a large

number of developers in the lurch even as customers wait with bated breath

for the completion of projects. The sudden downturn in the last three months

has not only forced developers to postpone the launch of new projects, but

also delay those under construction. The gap between demand and supply

has widened as sales have come down in the last six months, and especially

so from September. “Let alone new launches, it will take a long time for the

developers to clear the glut in the market. It will take a minimum of one year

for the industry to overcome the slowdown even after measures have been

initiated by the Reserve Bank of India (RBI) and Union Government,” an

industry insider said.

In an effort to attract buyers, the developers are re-positioning the price by

removing extra amenities to bring down the project cost. Though developers

are offering discounts up to 10 per cent on the projects, some big companies,

burdened with huge overheads, are struggling to bring down the rate.

A few developers are also offering plots along with a housing unit, an

unusual move in an industry that has become price-sensitive. Though figures

on the number of unsold flats are hard to come by as no surveys have been

taken up by the industry, sources estimate they run in tens of thousands.

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When the IT sector was bullish, the north-east, east and south-east parts of

the city witnessed large-scale development — residential, office and retail

— especially in K.R. Puram, Marathahalli and Sarjapur, as well as

Bannerghatta Road, Kanakapura Road, J.P. Nagar and Jayanagar.While the

tightening money flow has hit the industry badly, analysts say the downward

trend started with the Reserve Bank of India’s (RBI) increasing the risk

weightage for the real estate sector a few months ago.

It’s an excellent time, to purchase a flats because prices are down and

promotions are up. But it will help to have the cash, because loans are hard

to come by in this age of recession. Real estate developers in the Karnataka

capital are bending over backwards by offering cars, some even plots, for

either buying a flat or booking one. The flip side is that many who had paid

for their dream homes may have to wait a bit longer as several developers

have stalled their projects for lack of funds.

“The past six months have been quite dramatic for Bangalore’s real estate

sector. Considered the city’s fastest growing industry, after Bangalore’s IT

revolution, the global economic slump has almost grounded the real estate

sector. Bangalore’s IT boom and corresponding growth of the economy have

seen a large-scale increase in the city’s population, mostly due to migration

from across India as the city has turned into a goldmine for young job

hunters. According to official figures, Bangalore’s population has grown 35

percent in the last six years. With Bangalore’s current population at

8,084,676, the directorate of economics and statistics estimates that it is

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expected to touch 10 million by 2012.

The steady increase in population has meant a demand in housing facilities

and real estate developers seized the opportunity to cash in on the boom. In

the past five years, the northeast, east and southeast parts of the city,

covering areas like K.R. Puram, Marathahalli, Sarjapur, Bannerghatta Road,

Kanakapura Road, J.P. Nagar and Jayanagar, have seen maximum growth in

real estate development.

Be it residential, office and retail, the city has never experienced such fast

growth in its real estate scenario.

However, the past six months changed all that. The growth rate has been

almost reversed. “No survey has been done so far to estimate the exact

number of unsold flats. But it could be in hundreds. “Such is the effect of

global economic recession on the city’s real estate market,”

The ripples of global economic recession have made the developers put on

hold many ambitious new plans and delay those which were already under

construction. Moreover, decline in demand has also severely hit the sector In

order to attract buyers in this gloomy economic scenario; many developers

have come up with new strategies. Along with offering discounts as high as

10 percent on each project.

. “In order to attract buyers, developers are doling out several gifts, in the

form of deluxe cars, land and other premium benefits. But still builders are

finding it hard to get customers,” While the tightening money flow has hit

the industry badly.

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CHAPTER 2

RESEARCH METHODOLOGY

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CHAPTER 2

TITLE OF THE STUDY

“A study on customer relationship management towards concorde housing

corporation pvt. Ltd- “A unit of concorde group”

STATEMENT OF THE PROBLEM

This research is done in order to analyze how the relationship exists between

the company and the customer. And also find out what are technique’s used

by the company in order to maintain good relationship with existing

customers and also how to maintain the long term relationship with

customers.

REVIEW OF LITERATURE

For this study, magazines, books, journals and websites were viewed

Journals: Manthan , channel talk

Websites: www.concordegroup.co.in

www.projectsparadise.com

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OBJECTIVES OF THE STUDY:

● Understanding customer needs better

● To provide better customer service

●To discover new customer and increase customer revenue

● Maintain long term customer relation

● Finally retaining the customers

NEED OF THE STUDY

Today every organization is aiming for high level market share & market

distribution to gain profit from the investment in each area this can be gained

by maintaining effective relationship with our customers, this makes the

market research more important. This study helps the organization to know

about the present relationship with the customers & helps to find out how

competitors are maintaining the customer relationship in promoting

product/service. It also gives an idea about strategies to be implemented

while promoting product/service in the market.

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RESEARCH DESIGN

A central part of research activity is to develop an effective research strategy

or design. Methodology involves the most suitable method of investigations.

The nature of research instruments, the sampling plan and the type of data.

The research design constitutes the blue print for the collection,

measurement and analysis of data. It aids the researcher in the allocation of

his limited resources by posing crucial choices.

Naturally, Research design is the plan and structure of investigation. So

conceived as to obtain answers to research questions. The plan is the overall

scheme or program of the research.

RESEARCH METHODS

(1) Descriptive Research

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Has been used to describe what existed in the market/field outside

where the project study was conduct.

(2)Classificatory Research

Has been used to classify, categorize and compare similarities and

differences observed in the various samples studied.

(3) Explanatory Research

Has been used to explain the various phenomena in terms of

similarities and differences.

SOURCES OF DATA

PRIMARY DATA: Primary data is collected by asking a question to

the company MARKETING MANAGER.

SECONDARY DATA: Secondary data are collected through

WEBSITES: www.concordgroup.co.in

www.projects paradise.com

SAMPLING

It is the process of learning about the population based on sample

drawn from it. Thus in the sampling technique instead of every unit of the

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CUSTOMER RELATIONSHIP MANAGEMENT universe only a part of the universe is studied and the conclusion are drawn

the basis for the entire universe. A sample is a sub-set of population units.

Sample Size

A total of 100 respondents were surveyed to gather information to

accomplish objectives.

Methods of Sampling

The various type of sampling can be grouped under two broad heads:

Probability sampling and Non-probability sampling.

PROBABILITY SAMPLING METHOD

Simple or Unrestricted Random Sampling

Simple random sampling refers to that sampling technique in which

each and every unit of the population has an equal opportunity of being

selected in the sample.

Stratified Sampling

Stratified random sampling is one of the random methods, which by

using the available information concerning the population, attempts to

design a more efficient sample than obtain by the simple random procedure.

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Systematic Sampling

A systematic sample is formed by selecting one unit at random and

then selecting additional units at evenly interval until the sample has been

formed. This method is popularly used in that case where a complete list of

the population from which sample is to be drawn is available.

Multi-stage Sampling or Cluster Sampling

Under this method, the random selection is made of primary,

intermediate and final units from a given population or stratum.

Non-probability Sampling Methods

Judgement Sampling

In this method of sampling, the choice of sample items depends

exclusively in the judgement of the investigator. In other words, the

investigator exercises his judgement in the choice and includes those items

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CUSTOMER RELATIONSHIP MANAGEMENT in the sample which he thinks are most typical if the universe with regard to

the characteristics under investigation.

Convenience Sampling

A convenience sample is obtained by selecting 'convenient' population

units. The method of convenience sampling is also called as the chunk. A

chunk refers to that fraction of the population being investigated which is

selected neither by probability nor by judgement but by convenience.

Quota Sampling

Quota sampling is a type of judgment sampling and is perhaps the

most commonly used sampling technique in non-probability category.

The researcher has adopted the simple random sampling because the

population is unknown.

Choosing of sampling Unit

Researcher has adopted the probability, random sampling method to

conduct survey.

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DATA COLLECTION INSTRUMENTS

This study is based on primary data collected through a questionnaire.

Questionnaire is used for collecting the data is a closed end questionnaire.

This type closed end questionnaire will be helpful to extract the result within

our limits. In an open end questionnaire the choice is left to respondent, so

the answer executed will be a different kind and will be difficult to analyse.

Therefore, we opted for a closed end questionnaire.

Questionnaire is classified into four main types:

Structured Non-disguised

It is the one where the listing of question is in a pre-arranged order

and where the object of enquiry is revealed to the respondent.

Structured Disguised

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In this type of questionnaire, the researcher does not disclose the

object of the survey, because he feels that if the is essentially the chapter

scheme and is divided into five units:

Non-structured Disguised

A non-structured questionnaire is one in which the questions are not

structured and the order in which they are to be ask from the respondent is

left entirely to the researcher.

Non-structured non-disguised

Where the purpose of the enquired is disclosed to the respondents, the

questionnaires are known as non-structured and non-disguised.

ORGANIZATION FIELD WORK

Science the survey is conducted among the customers in the Bangalore city,

out of so many customers in the city 100 customers are selected as samples

for the study. The customers were interviewed personally to collect the

relevant data for the study accordingly with the questionnaire.

LIMITATION OF THE STUDY

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All the units considered for the study fall under Bangalore

jurisdiction. Therefore this restricts the study and prevents

generalization.

The study also faced the problem of delay in meeting the concerned

person in the organization as the person were always very busy

Study is based on the responses from the manager.

Accuracy of the findings depends on his authenticity the information

provided by the manger.

DATA PROCESSING AND PLAN ANALYSIS

Bar diagram and pie chart

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CHAPTER 3

PROFILE OF THE ORGANIZATION

CHAPTER 3

ORIGIN OF THE ORGANIZATION

A solid foundation is required for a sturdy edifice. And sure enough

that of Concorde housing corporation pvt.ltd is built on rock hard

building blocks those of quality, transparency, fairplay, integrity and

honesty. Concorde housing corporation Pvt. Ltd. was set up in 1995.

Concorde commenced its operations with a group plot of developers. Riding

on the growth wave of real-estate, the group made a strategic shift into

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CUSTOMER RELATIONSHIP MANAGEMENT constructions of villas and apartments; from then on it transformed into a

new breed of builders and carved an enviable niche for itself in the real

estate arena, offering great quality of living spaces at extremely competitive

prices. Concorde achieves customer delight by offering unmatched living

experience through continued quality consciousness, which is steeped in

every aspect and stage of the construction cycle, right from project

conception, through execution and delivery.

At the helm of the group, B S Shivrama, Chairman and R Gopal Reddy,

Managing Director bring to the table rich experience and knowledge in their

respective fields and form a powerful combination of able administration

and keen business acumen. They are complemented by a team of high-

caliber engineers, architects, marketing professionals, finance and legal

personnel.

Our Vision

To build distinctive brand equity, trusted across the nation for providing

overall excellence delivered by best-in-class professionals.

Value Proposition

To achieve consistently high levels of customer delight by providing

superlative quality combined with unmatched value-for-money.

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CUSTOMER RELATIONSHIP MANAGEMENT Mission

No Short Cuts To Quality

Philosophy

Passion At Work

Quality Policy

To develop and construct aesthetically designed, functionally

efficient, economically viable, residential/commercial complexes and

self-contained mini townships which reflect engineering excellence

and architectural ambience with a view to provide complete customer

satisfaction. The quality standard for products/services should result

in giving complete value for money for the clients, as well as foster

continuous demand for the products resulting in sustained growth of

the organization. Thereby giving impetus for profitability and all

round improvement. The group is totally backward integrated from

conception to completion, all projects are done in-house and not sub

contracted in order to maintain stringent quality checks.

If anything, it is passion for perfection that has earned Concorde

housing corporation pvt.ltd a coveted slot in the real estate industry.

Concorde’s real estate activities are fully complemented by its in-

house construction activity. Every construction from Concorde

housing corporation pvt.ltd is a testimonial to the minutest detailing

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CUSTOMER RELATIONSHIP MANAGEMENT that goes into it. Quality standards have advanced to remarkable levels

at Concorde housing corporation pvt.ltd . Full control over quality is

reinforced through backward integration.

Concorde housing corporation pvt.ltd offers architecture, project

management, construction, interior design and project execution; all

under single point responsibility. Consequently the company’s

expertise extends to all areas of operation, ranging from conception to

completion of projects including manufacturing, procurement,

products and services. It is the first ISO 9001 Company in its category

in India. The Company is registered with an authorized capital of Rs.

22,00,00,000.

3.1 Registered Office

Concorde housing corporation pvt.ltd is a Bangalore based concern with its

registered office situated at Concorde Group #46, 1st A Main Road,Sarakki

Industrial Layout,J.P.Nagar, 3rd Phase,Bangalore – 560 076

GROWTH AND DEVELOPMENT OF THE ORGANIZATION

Concorde housing corporation Pvt. Ltd. came into existence with

the setting up of first group company, Concorde Developers in

1995.The group soon grew from strength to strength adding new

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CUSTOMER RELATIONSHIP MANAGEMENT companies in its wake and evolving new strategies. The companies

under the group specializes interior decoration, furniture manufacture,

trading, pre-engineered buildings, real estate development and

construction.

The success of Concorde housing corporation Pvt. Ltd. led to the

evolution of other group companies. What bind the Concorde Group

are its intrinsic identity and the all-pervading emphasis on global

quality levels. The Group is able to combine, recombine and permute

in hundreds of unforeseeable ways, with each company competing

keenly for its share of business. The other constituents of the Group

are:

- Concorde Interiors Pvt. Ltd.

Established in June 1999 as an integral division of Concorde Group, it

focuses on woodworking and interior decoration works

- Concorde Glazing and Metal Works Pvt. Ltd.

Incorporated in June 2000, it is specially established to focus on

structural glazing and architectural works.

- Concorde Projects and Trade Pvt. Ltd.

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CUSTOMER RELATIONSHIP MANAGEMENT CPTL has extensive background as marketers, executives, managers,

engineers and project leader in the area of

- System Integration

- Trading and Distribution, and

- Engineering Solutions.

- CONCORDE Renaissance Information Technology Pvt. Ltd.

CRIT presently has three development centres for architecting,

developing and delivering software solutions to clients like Baxter

Health Care (a fortune 250 company), San Jose etc.

Completed Projects

It includes:

Concorde Towers

Concorde Towers, BSK 3rd stage, Bangalore This is a Commercial Tower

coming up off Hundred Feet Ring Road in BSK 2nd stage.

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CUSTOMER RELATIONSHIP MANAGEMENT Concorde Garden City

Concorde Garden City, Rajarakeshwarinagar, Bangalore. A residential

township developed in Rajarajeshwarinagar under CMC limits. Around 300

sites were developed and all the sites have been registered. 

Concorde Green City

Concorde Green City Gulbarga A first ever huge residential township

developed by Concorde at Gulbarga with the approval of GDA, 2000 sites of

varied dimensions have been formed. 

Concorde Homes

Concorde Homes, Hosur Road, Bangalore A residential township developed

off Sarjapur road located just adjacent to HSR layout, CMC approved and all

the sites have been registered. 

Concorde Paradise

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CUSTOMER RELATIONSHIP MANAGEMENT Concorde Paradise, BTM Layout Bangalore An apartment project with 14

units that has come up in BTM layout, Bangalore and all the units are sold.

Silicon Valley - Phase 1 

Silicon Valley Phase-I Electronic City Bangalore This is the most vital

project in the books of the company which has come up in electronic city i.e.

very next to WIPRO corporate office, a BDA approved project with a

concept of independent villas. Around 229 villas with duplex model on

various land area and built-up-area have been designed on the lines of

western concept. This project is launched under two different banners

namely Concorde Housing Corporation and Concorde Shelters Private Ltd.

This project is marketed in a record time of 10 months. 

Silicon Valley - Phase II

Silicon Valley Phase-II Electronic City Bangalore This project is planned for

independent villas and row houses in duplex form under western concept. It

created a record in the history of Concorde in terms of fast selling (in a span

of 6 to 9 months). As this is located in the High Growth IT corridor well

connected by all sort of commutations to all arterial roads. 

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CUSTOMER RELATIONSHIP MANAGEMENT

Teacher’s Town

Teacher’s Town, Sarjapur, Bangalore

A residential township developed off Sarjjapur road located at about 8 KM

from WIPRO corporate office. BMRDA approved and around 1200 sites of

varied dimensions have been formed.

Twin City

Twin City, Navanagar, Hubli A first ever huge residential township

developed by Concorde at Hubli with the approval of HDUDA, 5000 sites of

varied dimensions have been formed.

  PRESENT STATUS OF THE ORGANIZATION

Today, Concorde is a professionally managed group with proven

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CUSTOMER RELATIONSHIP MANAGEMENT capabilities; it has developed close to 60 lakhs square feet of land into

residential layouts and 350,000 square feet of land into constructional

projects. Concorde currently has 750 crore worth of projects, due for

completion in the next three years.

CURRENT PROJECTS

Midway City

Midway City is a complex of 196 well-designed 2 & 3 Bedroom luxury

Apartments that sprawl across 8/9 Floors, with top of the line amenities

and facilities and a total land area of 5.1 acres.

Concorde Midway City is situated just 400 meters away from Hosur Road

on the way to Electronic City. One of the top contractors of India is our

constructor for this project, and for landscaping we have deployed some

very well known international architects from Singapore. 

The surrounding area of the project is a priority zone for development. A 9

km elevated road project to reduce congestion from Silk Board Circle to

Electronic City has already commenced in the area. 

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CUSTOMER RELATIONSHIP MANAGEMENT Work on a Peripheral Ring Road connecting ITPL at Whitefield, embracing

IT corridor around Hosur Road, and joining Mysore corridor Road has also

begun here. 

The project has been approved by the Bangalore Development Authority and

by all major Banks for Home Loan purposes.

Mist Valley

About Concorde Mist Valley

Concorde Mist Valley is a ultra modern residential layout spread across 150

Acres, with 2200 plotted development , a mixture of 200 week end villas,

200 old age homes ( with 24/7 clinic, security and departmental stores) and

entertainment section. 7 to 10 Acres is meant for Amenities. Special

Amenities include Snow Park, Ayurvedic Spa, Sauna, Super Market, and

Water Park, Amusement Park, Mini Theater, Large Swimming Pools, Horse

Riding, etc.

Can be used as weekend and transit homes for Short stays due to its location

in peace and quite environment, away from hurdles and noise of the city. A

place where you discover the magic of valleys. Concorde Mist Valley

provides a feel of paradise made real where energy blends with the senses

creating a unique experience for your senses.

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CUSTOMER RELATIONSHIP MANAGEMENT Overview

Located in the thick of the IT action – Electronic City, Concorde Manhattans

reaches out to 13 acres of pristine land and offers IT professionals a home

they can walk to after work! No traffic snarls. No rush hours. And extra time

with family. Spread over 13 acres of pristine land, Concorde Manhattans is

one of the very few projects in and around Bangalore that gives amenities

and facilities at par with international quality. 

Manhattans offers a fine selection of two bedroom, two bedroom with study

and three bedroom apartments to suit individual tastes and budgets. 

Manhattans offers 15 elegantly designed residential buildings: 

Lincoln: 3 BHK + 3 Bathroom with 1 level parking 

Rockefeller: 3 BHK + 3 Bathroom with 1 level parking

Bloomingdales: 3 BHK + 3 Bathroom with 1 level parking 

Greenwich: 3 BHK + 3 Bathroom with 1 level parking 

Tribeca: 2 BHK + 2 Bathroom + Study Room with 2 level parking 

Brooklyn: 2 BHK + 2 Bathroom + Study Room with 2 level parking 

The White Stone: 2 BHK + 2 Bathroom + Study Room with 2 level

parking 

Belmont: 2 BHK + 2 Bathroom + Study Room with 2 level parking 

Melrose: 2 BHK + 2 Bathroom + Study Room with 2 level parking

Jackson Heights: 2 BHK + 2 Bathroom with 2 level parking  DAYANANDA SAGAR COLLEGE OF SCIENCE, ARTS & COMMERCE

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CUSTOMER RELATIONSHIP MANAGEMENT Morris Heights: 2 BHK + 2 Bathroom with 2 level parking 

Tremont: 2 BHK + 2 Bathroom with 2 level parking 

Bronx: 2 BHK + 2 Bathroom with 2 level parking 

Hamilton Heights: 2 BHK + 2 Bathroom with 2 level parking 

Lexington Heights: 2 BHK + 2 Bathroom with 2 level parking.

Silicon Valley

it’s like starting life afresh, a new beginning at Silicon Valley - a Residential

Township that offers you a bouquet of comforts. Step into this new world.

Silicon Valley is situated in Electronics City, a landmark in Bangalore’s IT

Corridor.

Silicon Valley is home to 229 architect-designed villas sprawled across 18

acres. Independent and spacious, these villas come in 14 vastu-compliant

designs with carefully crafted floor plans in site dimensions of 9m X 12m

(30” X 40”) 9m X 15m (30” X 50”), 12m X 18m (40” X 60”) and 15m X

24m (50” X 60”). Each villa has a garden and aesthetically designed

landscaped areas with 75% open space, so that you can enjoy more lung-

space.

Sylvan view

A lifestyle worthy of the privileged few, Sylvan offers to its discerning

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CUSTOMER RELATIONSHIP MANAGEMENT patrons, designer villas off Electronic City, Hosur Road, Bangalore. A

private place where peace and tranquility reign amidst pastoral environs. 

Sylvan View covers 60 acres with more than 800 villas; the first phase offers

205 independent designer villas spreading across 12 acres of land. All the

houses are vastu-compliant designs and boast of carefully crafted floor plans

ranging between 1746 and 2267 sqft. Abundant space is what Sylvan View

promises, it has thus earmarked 50 % of the project area for open spaces,

landscaped gardens and tree-lined avenues!

Yogic Village

What is Yogic Village?

The concept is to retain the heritage which is the key to success for a race or

a country. Concorde is doing the same by rewriting the history and creating

a city to give a feel of our rich culture.

Ethnic style hotels, restaurants, etc., special amenities include- Lord

Venkateshwara temple, Sri Satya Sai Baba meditation center, art of living

center, Gas/Petrol station, temple and loads of other state of art amenities

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CUSTOMER RELATIONSHIP MANAGEMENT Membership for exclusive club facilities, which include indoor and outdoor

games such as golf, go-karting, cricket ground, amphitheatre, swimming

pool, joggers park, billiards, squash, etc.

Can be used as transit homes for short stays for tourists due to its proximity

to Puttaparthi (Sai Baba Ashram) and also its proximity to the Bangalore

International airport.

Pleasant stay on weekends to beat the stress levels created by the hectic city

life.

Future status of the organization

Concorde group is coming up with an new business called Concorde Cuppa

Beverages Pvt Ltd. first branch is going to situate at J.P.NAGAR next

Concorde group is planning at JAYANAGAR,MALLESHWARAM,

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CUSTOMER RELATIONSHIP MANAGEMENT RAJAJINAGAR. If the response is good Concorde cuppa will come up with

more branches in Bangalore.

Royal Concorde International School

Royal Concorde International School is coming up with English medium,

co-educational day school set up under the Concorde Education Trust also it

is affiliated to the Central Board of Secondary Education (CBSE).

Concorde Healthcare

Concorde Company is planning to provide a uniquely comprehensive range

of development and investment services to healthcare providers across the

country. Our specialized staff focuses on facility development and

management and monetization of non-core real estate assets.

Backed by the national resources of the Concorde group network of local

offices and 15 years of real estate experience, offers specialized healthcare

real estate staff partnered with strong local market knowledge throughout

India.

FUNCTIONAL BEPARTMENT OF THE ORGANIZATION

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CUSTOMER RELATIONSHIP MANAGEMENT

CHAIRMAN- B S Shivrama

MANAGING DIRECTOR- R Gopal Reddy

H.R MANAGER- S GANGADR

MARKETING MANAGER- YOGANDER READDY

The organization has the following functional departments

1. FINANCE DEPARTMENT

2. MARKETING DEPARTMENT

3. HR DEPARTMENT

4. Engineering DEPARTMENT

“There must always, always be a burning in your heart to achieve. In

the quiet of your solitude, close your eyes, bow your head, grit your

teeth, clench your fists, ache in your heart, vow and dedicate yourself to

achieve, to achieve."                                           R. Gopal Reddy M.D

                    

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Chapter 4

Data analysis and interpretation of data

CHAPTER 4

DATA ANALYSIS AND INTERPRETATION

TABLE NO.1

Classification of respondents on the basis of their age:

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AGE GROUP NO. OF CUSTOMERS PERCENTAGE

20-30 14 14 %

30-40 51 51%

40-50 17 17%

50-60 12 12%

60-70 6 6%

TOTAL 100 100%

Analysis:

From the above table we can see that 51% of customers fall in the category

of age group 30-40 and 17% of customers fall in the category of age group

40-50 and 14% of customers fall in the category of age group 20-30 and

12% of customers fall in the category of age group 50-60 to conclude 6% of

customers fall in the category of age group 60-70.

.

CHART NO.1

Classification of respondents on the basis of their age:

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Interpretation:

From the above chart it is clear that majority of the customers fall in

the category of age group 30-40.

TABLE NO.2

Classification of respondents on the basis of education qualification;

SR NO. EDUCATIONAL QUALIFICATION

TOTAL PERCENTAGE

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CUSTOMER RELATIONSHIP MANAGEMENT 01 GRADUATE 50 50%02 POST

GRADUATE30 30%

03 DIPLOMA 08 8%04 SSLC & BELOW 12 12%

Analysis:

From the above table 50% of the respondents are graduate & below

followed by 30% Post Graduates, 8% diploma holders and 12% SSLC and

below.

CHART NO.2

Classification of respondents on the basis of education qualification;

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CUSTOMER RELATIONSHIP MANAGEMENT

INFERENCE:

From the above graph, it is clear that the most of the customers are

educated thus it is easy to convey the message about the product & service.

And those who are not well educated need to concentrate more and simplify

the marketing procedure.

TABLE NO.3

Classification of respondents on the basis of their occupation:

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CUSTOMER RELATIONSHIP MANAGEMENT

OCCUPATION NO OF CUSTOMERS PERCENTAGE Business

42 42%

PVT Employee 25 25%

GOVT Employee 18 18%Others*

1515%

Total 100 100%*Others include housewives, pensioners etc…

Analysis:

From the above table it is clear that 42% i.e. 42 respondents are

in business, followed by 25% or 25 respondents are PVT Employees,

18% or 18 respondents are GOVT Employees and 15% i.e. 15

respondents being the least.

CHART NO.3

Classification of respondents on the basis of their occupation:

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CUSTOMER RELATIONSHIP MANAGEMENT

0

5

10

15

20

25

30

35

40

45

1 2 3 4 5 6 7

Series1

Series2

Series3

Series4

INFERENCE

The exorbitant profit earned in the business helps them to afford a

luxurious apartment to live in. A correlation can be identified amongst

the fact that most of the customers are in their early or mid thirties,

and that a majority of the customers are from the business sector.

Thus it can be inferred that people in their thirties business men have

the means and need to purchase an apartment. Therefore it can be

identified as a very prospective segment that could be targeted.

TABLE NO.4

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CUSTOMER RELATIONSHIP MANAGEMENT Classification of respondents on the basis of different modes of communication

SR. NO. MODES TOTAL

PERCENTAGE

01 Advertisements 45 4502 Friends 15 1503 Relatives 10 1004 Others 5 5

Analysis:

From the above table it is clear that 45% or 45 respondents have came

to know about the company through advertisements and 15% or 15

respondents

have came to know about the company through friends and 10% or 10

respondents have came to know about the company through relatives & 5%

or 5 respondents have came to know about the company through other

means of communication.

CHART NO. 4

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CUSTOMER RELATIONSHIP MANAGEMENT Classification of respondents on the basis of different modes of communication

INFERENCE:

From the above graph it is clear that most of the people have come to about

the company through advertisements hence it is clear that company has

adopted advertisements as a main source to attract the prospective

customers. In the mean while graph indicates to give more prominent in

other areas too such as friends, relatives, so on.

TABLE NO.5

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CUSTOMER RELATIONSHIP MANAGEMENT

Classification of respondents on the basis of different types of apartments that are purchased by customers

SI NO. TYPES OF APPARTMENTS

TOTAL PERCENTAGE

1 CONCORDE TOWERS 30 302 CONCORDE GREEN

CITY30 30

3 CONCORDE HOMES 10 104 CONCORDE PARADISE 10 105 CONCORDE GARDEN

CITY15 15

6 OTHERS 5 5

Analysis: From the above table it is clear that 30% or 30 respondents have

purchased Concorde towers & another 30% or 30 respondents have

purchased Concorde green city and 10% or 10 respondents have purchased

Concorde homes and 15% or 15 respondents have purchased Concorde

garden city and remaining i.e. 5% or 5 respondents have purchased other

flats.

*Other flats includes: Silicon valleyphase-1, silicon valley-phase-2, twin

city, midway city, mist valley, overview & yogic village.

CHART NO. 5

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CUSTOMER RELATIONSHIP MANAGEMENT Classification of respondents on the basis of different types of apartments that are purchased by customers.

INFERENCE:

From the above graph it is clear that more people tend to buy

Concorde towers and Concorde green city. At the same time it doesn’t mean

that people won’t purchase other apartments but compare to other

apartments like Concorde homes, Concorde paradise, and Concorde garden

city, others people prefer less.

To conclude the company has to implement new strategies to promote or to

sell the other apartments.

TABLE NO.6

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CUSTOMER RELATIONSHIP MANAGEMENT

Classification of respondents on the basis of different types of flats that are purchased by customers

SI NO. TYPES OF FLATS

TOTAL PERCENTAGE

1 semi luxuries 60 602 luxuries 30 303 presidential 10 10

Analysis:

From the above the table it is clear that 60% or 60 respondents have

purchased semi-luxurious flats and 30% or 30 respondents have purchased

luxurious flat and 10% or 10 respondents have purchased presidential flats.

CHART NO.6

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CUSTOMER RELATIONSHIP MANAGEMENT Classification of respondents on the basis of different types of flats that are purchased by customers

INFERENCE:

From the above graph it is clear that the company is concentrating

more on selling the semi luxurious flat and on the other face they are

targeting more on middle-class & higher middle class people. People also

tend to buy semi luxurious flat due to recession. To conclude the company

has to implement new strategies to promote or to sell the luxurious &

presidential flats.

TABLE NO.7

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CUSTOMER RELATIONSHIP MANAGEMENT Classification of respondents on the basis of type of ownership

TYPE OF OWNERSHIP NO. OF CUSTOMERS PERCENTAGE

Single owner 65 65

Joint owners 35 35

Total 100 100

Analysis:

Type of ownership comprises of 65% single owners and 35% joint

owners.

CHART NO.7

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CUSTOMER RELATIONSHIP MANAGEMENT

Classification of respondents on the basis of type of ownership

INFERENCE:

Single owners account for two third portions of the total

owners, while more than one third of the total customers prefer to

register their apartments in joint names. An individual owner benefits

from registering under joint name, as it tends to reduce his tax

liability. Consequently there is an increase in preference for joint

ownership now days.

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TABLE NO.8

Classification of respondents on the basis of response about the flat ambiance

SI NO. RESPONCE TOTAL PERCENTAGE01 ATTRACTIVE 56 5602 GOOD 34 3403 AVERAGE 10 10

Analysis: From the above table it is clear that 56% or 56 respondent’s opinion

about the ambiance is attractive and 34% or 34 respondent’s opinion is good

and 10% or 10 respondent’s opinion is average.

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CUSTOMER RELATIONSHIP MANAGEMENT CHART NO.8

Classification of respondents on the basis of response about the flat ambiance

INFERENCE:

According to the survey and the above graph it is clear the company is

offering an attractive ambiance in the flat to its customers and the company

has to maintain the same attractiveness to attract the customers. And few

people’s opinion is just a satisfactory level.

TABLE NO.9 DAYANANDA SAGAR COLLEGE OF SCIENCE, ARTS & COMMERCE

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CUSTOMER RELATIONSHIP MANAGEMENT Table showing respondent’s opinion towards security provided to their apartment.

SI NO. OPINION TOTAL PERCENTAGE1 YES 95 952 NO 5 5

Analysis: From the above the table it is clear that 95% or 95 respondents have told that security is good & remaining i.e. 5% 0r 5 respondents has suggested that needs to improve

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CUSTOMER RELATIONSHIP MANAGEMENT CHART NO.9

Table showing respondent’s opinion towards security provided to their apartment.

INFERENCE:

From the above graph it is clear that customer has given good opinion

towards security provided by the company. And few respondents has just

shown their satisfactory level.

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CUSTOMER RELATIONSHIP MANAGEMENT TABLE NO 10

Classification of respondents on the basis of different types of

infrastructure facilities that are provided by company.

A). PARKING FACILITY

SL.NO PARKING FACILITY TOTAL PERCENTAGE

1 GOOD 80 802 AVERAGE 15 153 NEEDS TO IMPROVE 5 5

Analysis:

From the above table it is clear that 80% or 80 respondents have given good

opinion and 15% or 15 respondents have rated average and remaining i.e.

5% or 5 respondents have rated needs to improve.

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CUSTOMER RELATIONSHIP MANAGEMENT CHART NO.10

Classification of respondents on the basis of different types of

infrastructure facilities that are provided by company.

A). PARKING FACILITY

INFERENCE:

In an apartment parking facility should be given more prominent & from the

above table it is clear that most of the people are satisfied with the parking

facility which is provided by Concorde. And only few customers are

dissatisfied

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CUSTOMER RELATIONSHIP MANAGEMENT TABLE NO.11

B).WATER FACILITY

SL.NO WATER FACILITY TOTAL PERCENTAGE1 GOOD 90 902 AVERAGE 4 43 NEEDS TO IMPROVE 6 6

Analysis:

The above table indicates 90% or 90 respondents have given good

opinion about water facility which is provided by Concorde & 4% or 4

respondents have rated average and 6% or 6 respondents have rated needs to

improve.

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CHART NO.11

B).WATER FACILITY

INFERENCE:

The above table indicates that most of the customers are satisfied

with the water facility which is provided by Concorde. And only

few customers are not happy and suggested to improve the water

facility.

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TABLE NO.12

C).POWER FACILITY

SL.NO POWER FACILITY TOTAL PERCENTAGE1 GOOD 70 702 AVERAGE 20 203 NEEDS TO IMPROVE 10 10

Analysis:

The above table indicates 70% or 70 respondents have given good

opinion about power facility which is provided by Concorde & 20% or 20

respondents have rated average and 10% or 10 respondents have rated needs

to improve.

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CUSTOMER RELATIONSHIP MANAGEMENT CHART NO.12

C).POWER FACILITY

INFERENCE:

The above table indicates that most of the customers are satisfied

with the power facility which is provided by Concorde. And only

few customers are not happy and suggested to improve the power

facility.

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TABLE NO.13

D). DRINAGE FACILITY

SL.NO DRINAGE FACILITY TOTAL PERCENTAGE1 GOOD 92 922 AVERAGE 5 53 NEEDS TO IMPROVE 3 3

Analysis:

The above table indicates 92% or 92 respondents have given good

opinion about drainage facility which is provided by Concorde & 5% or 5

respondents have rated average and 3% or 3 respondents have rated needs to

improve.

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CHART NO.13

D). DRAINAGE FACILITY

INFERENCE:

The above table indicates that most of the customers are satisfied

with the drainage facility which is provided by Concorde. And

only few customers are not happy and suggested to improve the

drainage

facility.

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TABLE NO.14

E).VENTILATION FACILITY

SL.NO VENTILATION FACILITY TOTAL PERCENTAGE1 GOOD 85 852 AVERAGE 10 103 NEEDS TO IMPROVE 5 5

Analysis:

The above table indicates 85% or 85 respondents have given good

opinion about drainage facility which is provided by Concorde & 10% or 10

respondents have rated average and 5% or 5 respondents have rated needs to

improve.

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CHART NO.14

E).VENTILATION FACILITY

INFERENCE:

The above table indicates that most of the customers are satisfied

with the ventilation facility which is provided by Concorde. And

only few customers are not happy and suggested to improve the

ventilation facility.

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TABLE NO.15

F).LIFT FACILITY

SL.NO LIFT FACILITY TOTAL PERCENTAGE1 GOOD 75 752 AVERAGE 20 203 NEEDS TO IMPROVE 10 10

Analysis:

The above table indicates 75% or 75 respondents have given good

opinion about drainage facility which is provided by Concorde & 20% or 20

respondents have rated average and 10% or 10 respondents have rated needs

to improve.

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CHART NO.15

F).LIFT FACILITY

INFERENCE:

The above table indicates that most of the customers are satisfied

with the lift facility which is provided by Concorde. And only few

customers are not happy and suggested to improve the lift facility.

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TABLE NO.16

G).SWIMMING POOL FACILITY

SL.NO SWIMMING FACILITY TOTAL PERCENTAGE1 GOOD 35 352 AVERAGE 30 303 NEEDS TO IMPROVE 35 35

Analysis:

The above table indicates 35% or 35 respondents have given good

opinion about swimming facility which is provided by Concorde & 30% or

30 respondents have rated average and 35% or 35 respondents have rated

needs to improve.

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CHART NO.16

G).SWIMMING POOL FACILITY

INFERENCE:

From the above graph we can understand that the swimming facility is not

good in Concorde apartments and most of the customers are not happy with

the water and size of swimming pool. And most of the customers suggest to

improve the swimming pool facility.

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TABLE NO 17

H).GARDEN FACILITY

SL.NO GARDEN FACILITY TOTAL PERCENTAGE1 GOOD 30 302 AVERAGE 30 303 NEEDS TO IMPROVE 40 40

Analysis:

The above table indicates 30% or 30 respondents have given good

opinion about garden facility which is provided by Concorde & 30% or 30

respondents have rated average and 40% or 40 respondents have rated needs

to improve.

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CHART NO.17

H).GARDEN FACILITY

INFERENCE:

From the above graph we can understand that the garden facility is not good

in Concorde apartments and most of the customers are not happy with the

garden facility. And most of the customers suggest to improve the garden

facility.

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TABLE NO.18

Classification of respondents on the basis of how many customers are

aware of customer club.

SL.NO AWARENESS OF CUSTOMER CLUB

TOTAL PERCENTAGE

1 YES 60 602 NO 40 40

Analysis:

From the above table it is clear that 60% i.e. 60 respondents are aware of

customer club and remaining 40% of the respondents are not aware of

customer club.

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CHART NO.18

Classification of respondents on the basis of how many customers are

aware of customer club.

INFERENCE:

From the above graph it is clear that majority of the customers are aware of

customer club and only few of them are not aware of customer club. To

conclude the Concorde group should inform all the existing customers about

the customer club this will leads to maintain good and long term relationship

with the customers.

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TABLE NO.19

Classification of respondents to know how many customers is part of

customer club.

SL.NO MEMBERSHIP TOTAL PERCENTAGE1 YES 48 802 NO 12 20

Analysis:

From the above table it is clear that 48 respondents are part of customer club

and only 20% of the customers are not part of customer club.

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CHART NO.19

Classification of respondents to know how many customers is part of

customer club.

INFERENCE:

In spite of knowing the customer club from the above pie chart it is clears

that only few of them are member in customer club. And remaining are not

bother about the customer club hence the company should clearly state the

goals and objectives of customer club.

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TABLE NO.20

Classification of respondents to know whether the existing customers

are offered discounts on new flats

SL.NO DISCOUNTS TOTAL PERCENTAGE1 YES 15 152 NO 85 85

Analysis:

From the above table it is clear that only 15 existing customers have offered

discounts on new flats and remaining i.e.85% hasn’t got the offer.

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CHART NO.20

Classification of respondents to know whether the existing customers

are offered discounts on new flats

INFERENCE:

From the above pie-chart it is clear that most of the existing

customers are not getting offers on new flats. To establish good and long

term relationship the company should offer some discounts to existing

customers. on the other hand sales will also increase.

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TABLE NO.21

Classification of respondents to know that how many customers are

loyal to the Concorde group.

SL.NO LOYALTY TOTAL PERCENTAGE1 YES 80 802 NO 20 20

Analysis:

From the above table it is clear that most of the customers are loyal to the

company to say in figures 80%i.e. 80 respondents are loyal to customers.

Remaining customers suggests some changes in the company.

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CHART NO.21

Classification of respondents to know that how many customers are

loyal to the Concorde group.

INFERENCE:

Concorde group has gained good name in the market hence most of the

customers are loyal towards company. Concorde group has created brand

loyalty within span of time by understanding the customer needs, preference

quality etc...

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TABLE NO.22

Table showing respondents opinion on whether respondents would recommend Concorde group to others

SL.NO RECOMMENING CONCORDE TO OTHERS

TOTAL PERCENTAGE

1 YES 98 982 NO 2 2

Analysis:

From the above table it is seen that 98% of respondents are happy with

the quality of the product and service. Hence recommended to others.

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CHART NO.22

Table showing respondents opinion on whether respondents would recommend Concorde group to others

INFERENCE:

From the above chart it is seen that Concorde group have gained a

good rapport with their customers so its customers have recommended it to

others. Word of mouth campaign is the best way to let people know that you

exist. This campaign is the oldest campaign, with greater efforts Concorde

group can see to it that people recommend its quality of product & service to

others. DAYANANDA SAGAR COLLEGE OF SCIENCE, ARTS & COMMERCE

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TABLE NO.23

Table showing respondent’s opinion on whether on the whole they got their money’s worth.

SL.NO MONEY'S WORTH TOTAL PERCENTAGE1 YES 78 782 MAY BE 20 203 NO 2 2

Analysis:

From the above table it is clear that 78% of the respondents feel that

they have got their money’s worth while 20% feel they have got part of their

money’s worth & 2% feel that they have not got what they desired for.

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CHART NO.23

Table showing respondent’s opinion on whether on the whole they got their money’s worth.

INFERENCE:

From the above pie-chart it can be inferred that Concorde group have

to still improve on its customer friendliness but on the whole it is giving the

customers it money’s worth..

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CHAPTER 5

SUMMARY OF FINDINGS

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CHAPTER 5

SUMMARY OF FINDINGS, SUGGESTION & CONCLUSIONS

FINDINGS

1.42% of the respondents have their own business thus it can be observed

that business men have more capability on investments.

2. Almost majority or 50% of the respondents are graduate.

3. Most of the customers i.e. 40% are from the income group of Rs 2,00,000-

7,00,000.

4. 45% of the respondents have come to know about the company through

advertisements thus it is clear that advertisements play an important role in

attracting customers.

5. 60% of the respondents have purchased semi-luxurious flats since it is a

affordable price.

6. Most of the customers i.e. 65% prefer single ownership due to, to avoid

conflictions in future.

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CUSTOMER RELATIONSHIP MANAGEMENT 7. Majority of the i.e.90% customers liked the ambience of their flats.

8. 95% of the respondents feel that security provided to their apartments by

Concorde group is good.

9. Respondents have given good opinion about the facilities provided by

Concorde group.

FACILITIES NO OF RESPONDENTS WHO HAVE GIVEN GOOD OPINION 1. PARKING 80 2. WATER 90 3. POWER 70 4. DRINAGE 92 5. VENTILATION 85

10. Most of the customers i.e. 60% of them are aware of customer club.

11. 48% of the customers are part of the customer club this results in

maintaining good & long term relation relationship with customers.

12. Majority of the customers i.e.80% of the respondents have sense of

loyalty towards Concorde group this ultimately reflects the company’s

goodwill.

13. 98% of the respondents would recommend Concorde Group to their

friends and others due to service and other facilities offered by Concorde

Group.

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CUSTOMER RELATIONSHIP MANAGEMENT 14. On the whole 78% of the respondents feel that value of the flats in terms

of money is worth.

CHAPTER 6 CONCLUSIONS AND RECOMMENDATION

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CHAPTER 6

RECOMMENDATIONS AND SUGGESTIONS

1. From the survey it is clear that the company is targeting more on

business men’s but other group of people i.e. PVT and GOVT

employee’s not giving more prominent thus the company has to give

more prominent on other group also.

2. Most of the customers have come to about the product/service through

advertisements & friends but not by relatives thus Concorde group

should campaign about their product/service to relatives then on

the other hand sales will increases or people will come to know about

the company.

3. Company is focusing more on selling semi-luxurious flats due to hit

by recession the company has to offer some discounts on luxurious

and presidential flats to increase its sales.

4. Some of the customers are not happy with the ambiance of their flats

thus the company has to find out the why the customers are not happy.

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5 Since parking play an important role in the apartment but few

customers are not happy with the space provided in an apartment thus

in future the company has to provide more space for parking in an

apartment. At the same time few customers are not happy with the

other basic facilities such as water, power, drainage, ventilation. The

company should overcome these facilities in the future projects.

6 Most of the customers who have purchased luxurious and presidential

flats are not happy with the swimming pool according to survey the

water is not clean and space is not enough. Thus the company should

over come these drawbacks in the future projects.

7 Many of the customers are not aware of customer club it is meant

Especially for existing customers. The main objective of this club is to

maintain good and long term relationship with customers. And the

company has to make aware for customers about this club.

8 Though customers know about the customer club only few are active

Members this shows the company is not showing interest in this.

Hence the company should clearly mention the objectives and purpose

of customer club.

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9 According to survey the company is not offering any discounts to its

existing customers on newly built flats this shows the company is not

making any difference between the existing customers and the

prospective customers. Hence the conclusion is some discounts

must be offered for existing customers on newly built flats.

10 Recommendations helps in increasing in the sales and profit of the

Company. With increased competition , competitors are seeing to it

that they capture the buyers and impress on them that they are the best.

With improved customer service , better display and better team work

profits can be improved.

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ANNEXURE

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Dear respondent I SHREYAS, a student of sixth semester B.B.M, studying in Dayananda sagar business school, as a part of my course I am undertaking a project work on Customer relationship management towards “Concorde housing corporation PVT.LTD – A unit of Concorde group”. The information provided by you will be used only for academic purpose.

NAME :

AGE :

SEX : M □ F □

EDUCATION

QULIFICATION : POST GRADUATE □ GRADUATE □ DIPLOMA □ SSLC & BELOW □OCCUPATION : BUSINESS □ GOVT EMPLOYEE □

PVT EMPLOYEE □ OTHERS □INCOME (P.A) : BELOW 2,00,000 □ DAYANANDA SAGAR COLLEGE OF SCIENCE, ARTS & COMMERCE

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2,00,000-5,00,000 □ 5,00,000 & ABOVE □ 1. HOW DID YOU COME TO KNOW ABOUT CONCORDE GROUP?

A. ADVERTISMENTS □ B. FRIENDS □ C. RELATIVES □

D. OTHERS □

2. WHICH OF THE FOLLOWING APARTMENTS BELONGS TO YOU?

A. CONCORDE TOWERS □ B. CONCORDE GARDEN CITY □ C. CONCORDE GREEN CITY □ D. CONCORDE HOMES □ E. CONCORDE PARADIS □ F. OTHERS □3. WHAT KIND OF FLAT YOU HAVE OWNED?

A. SEMI-LUXURIOUS □ B. LUXURIOUS □ C. PRESIDENTIAL □ DAYANANDA SAGAR COLLEGE OF SCIENCE, ARTS & COMMERCE

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4. WHAT IS STATUS OF YOUR OWNERSHIP?

A. SINGLE □ B. JOINT □

5. WHAT IS YOUR OPINION ABOUT AMBIANCE OF YOUR FLAT?

A. ATTRACTIVE □ B. GOOD □

C. AVERAGE □

6. IS ADEQUATE SECURITY PROVIDED TO YOUR APARTMENT?

A.YES □

B. NO □

7. RATE THE FOLLOWING INFRACTURE FACILITIES A).PARKING FACILITY

A.GOOD □ B. AVERAGE □

C. NEEDS TO IMPROVE □ DAYANANDA SAGAR COLLEGE OF SCIENCE, ARTS & COMMERCE

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B).WATER FACILITY

A.GOOD □ B.AVERAGE □

C. NEEDS TO IMPROVE □C).POWER FACILITY

A.GOOD □ B.AVERAGE □

C.NEEDS TO IMPROVE □D).DRINAGE FACILITY

A.GOOD □ B.AVERAGE □

C.NEEDS TO IMPROVE □E).VENTILATION

A.GOOD □ B.AVERAGE □

C.NEEDS TO IMPROVE □ DAYANANDA SAGAR COLLEGE OF SCIENCE, ARTS & COMMERCE

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F).GARDEN FACILITY

A.GOOD □ B.AVERAGE □

C.NEEDS TO IMPROVE □G).SWIMMING FACILITY

A.GOOD □ B.AVERAGE □

C.NEEDS TO IMPROVE □H).LIFT FACILITY

A.GOOD □ B.AVERAGE □

C.NEEDS TO IMPROVE □

8. ARE YOU AWARE OF CUSTOMER CLUB IN CONCORDE GROUP

A. YES □ B. NO □

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9. IF YES, ARE YOU PART OF CUSTOMER CLUB

A. YES □ B. NO □

10. CONCORDE GROUPS ARE OFFERING ANY DISCOUNTS ON NEW FLATS?

A. YES □ B. NO □11. DO YOU HAVE SENSE OF LOYALTY TOWARDS CONCORDE GROUP

A. YES □ B. NO □

12. WOULD YOU LIKE TO RECOMMAND CONCORDE GROUP TO OTHERS

A. YES □ B. NO □ IF NO, PLEASE SPICFY -----------------------------------------------------

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13. ON THE WHOLE DID YOU GET YOUR MONEY’S WORTH?

A. YES □ B. MAY BE □ C. NO □ IF NO, PLEASE SPICFY -----------------------------------------------------

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BIBILOGRAPHY

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BIBILOGRAPHY

BOOKS

Authors Name BOOKS

□ Philip Kotler Marketing management

□ C.N.Santaki Marketing management □ Sherlekar principles of management

□ Paul Greenberg CRM

□ Shiva kumar & M.Prakesh project work guidelines

JOURNALS

1. Business world2. Economic times3. Times property (Feb-march 2009)

WEBSITES

1. www.concordegroup.co.in 2. www.projectsparadise.com 3. www.amfindia.com

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