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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
DAYANANDA SAGAR COLLEGE OF SCIENCE, ARTS & COMMERCE
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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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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
which will propagate healthy community living. DAYANANDA SAGAR COLLEGE OF SCIENCE, ARTS & COMMERCE
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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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CUSTOMER RELATIONSHIP MANAGEMENT
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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CUSTOMER RELATIONSHIP MANAGEMENT
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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CUSTOMER RELATIONSHIP MANAGEMENT
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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CUSTOMER RELATIONSHIP MANAGEMENT
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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CUSTOMER RELATIONSHIP MANAGEMENT
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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CUSTOMER RELATIONSHIP MANAGEMENT
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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CUSTOMER RELATIONSHIP MANAGEMENT
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
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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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