A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT IN VISIWARE TECHNOLOGIES AT CHENNAI

By DINESHKUMAR.M (Reg.No.0861123)

K.S.RANGASAMY COLLEGE OF TECHNOLOGY TIRUCHENCODE - 637 215. (An Autonomous Institution Affiliated to Anna University Coimbatore)

PROJECT REPORT Submitted to the FACULTY OF MANAGEMENTS STUDIES In partial fulfilment of the required for the award of the degree in MASTER OF BUSINESS ADMINISTRATION JANUARY 2010

BONAFIDE CERTIFICATE

Certified

that

this

project

report

titled

STUDY

ON

CUSTOMER

RELATIONSHIP MANAGEMENT IN VISIWARE TECHNOLOGIES AT CHENNAI is the bonafide work of Mr.DINESHKUMAR.M who carried out the research under my supervision. Certified further, that to the best of my knowledge the work reported here does not form part of any other project report or dissertation on the basis of which a degree or award was conferred on an earlier occasion on this or any other candidate.

DIRECTOR/HOD

Supervisor

Head of the Institution

___________________________________________________________________

Internal Examiner

External Examiner
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K.S.RANGASAMY COLLEGE OF TECHNOLOGY (AUTONOMOUS) TIRUCHENGODE - 637215 MBA Final Project Work (Batch 2008 2010) A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT IN VISIWARE TECHNOLOGIES, CHENNAI

Title of the Project

Register number of the student Name of the Student & e-mail address

0861123

DINESHKUMAR.M dines_man@yahoo.com Dr.S.RAJARAJESHWARI, MBA., M.Phil., Ph.D

Name of the Supervisor

PROFESSOR, DEPARTMENT OF MBA K.S.R SCHOOL OF MANAGEMENT.

Industry where the Project is undertaken (if applicable)

VISIWARE TECHNOLOGIES, CHENNAI ABSTRACT

Customer relationship management (CRM) is a combination of people, processes, and technology that seeks to provide understanding of customer needs, to support a business strategy, and to build long-term relationships with customers. Successful utilization of the integrated technology requires appropriate business processes and organizational culture to adequately address human behavioral elements. Because it is not simply a technology solution, success in CRM business revolves largely around people. In order to build a clearer understanding of the content and role of the human processes of CRM, this study analyzes the preferred and loyal customers, satisfaction level of the customers and the strategy adopted to retain the existing customers and attract new customers and suggest preferred solutions.

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DECLARATION

I hereby declare that the project entitled A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT IN VISIWARE TECHNOLOGIES AT CHENNAI in partial fulfilment of the requirement for the award of MASTER OF BUSINESS ADMINISTRATION is a record of original project work done by me, during my period of study in, VISIWARE TECHNOLOGIES, CHENNNAI under the guidance of Dr. S.

RAJARAJESHWARI, MBA., M.Phil., Ph.D, DEPARTMENT OF MBA, KSR COLLEGE OF TECHNOLOGY and no part of it have been submitted for any other Degree or Diploma.

Signature:

Register No:

Name of the candidate: DINESHKUMAR.M

Date:

Place: TIRUCHENGODE.
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ACKNOWLEDGEMENT

First and foremost I dedicate this project work to my parents, who are responsible for all the outstanding performance in my life. I express my sincere gratitude to Lion Dr.K.S.Rangasamy, M.J.F., Chairman, K.S.R.Educational Institutions, Tiruchengode for giving me an opportunity and facilities to do this project work. It is my esteemed honour to thank Dr. K.Thyagarajan, B.E., M.E., Ph.D., SIMEEE, MISTE., Principal, KSR College of Technology for effectively leading me to meet up with the requirement and necessities of this project. I express my indebted gratitude to Dr.S.K.Mohandas, M.com., MBA., Ph.D., Advisor, Department of MBA, KSR College of Technology for being moral guidance to do this project. I thank from the bottom of my heart to Dr.A.Lakshmi, M.A., MBA., M.Phil., B.Ed., Ph.D., Director/H.O.D., Department of MBA, KSR College of Technology for granting me permission to do this project. I wish to express my gratitude to, Dr. S. RAJARAJESHWARI, MBA., M.Phil., Ph.D , Professor, Department of MBA, KSR College of Technology. My foremost thanks to, for having given me the permission to conduct the study and his encouragement and support. I owe my gratitude to Mr. V. Ganesan, MBA, Manager HRD for his constant help and co-operation rendered during the project work. And I also thank All the Customers who patiently responded me to collect my sample. At the onset, I thank god almighty for having showered his blessings throughout the study.

CONTENTS Page No. List of Tables List of Figures Chapter 1 INTRODUCTION 1.1 1.2 1.3 1.4 1.5 1.6 Introduction Statement of the problem Objectives of the study Scope of the study Limitations of the study Chapterization of the study

Chapter 2 CONCEPTS AND REVIEW 2.1 2.2 2.3 2.4 Concepts of the study Reviews of related literature Company profile Product profile

Chapter 3 METHODOLOGY 3.1 3.2 3.3 3.4 3.5 Research Design Survey Details Sampling Details Data collection Details Tools of the study
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Chapter 4 DATA ANALYSIS AND INTERPRETATION 4.1 4.2 Analysis of the data Hypotheses testing

Chapter 5 RESULTS AND DISCUSSION 5.1 5.2 5.3 Findings of the study Suggestions and Recommendations Conclusion

Appendices References

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LIST OF TABLES

S.NO

CONTENTS

PAGE NO

4.1.1

Age of the respondent

4.1.2

Total no. of business experience in years

4.1.3

Time Taken by Representatives The customer service regarding Customers Complaints

4.1.4

4.1.5

Handling Complaints by Representative

4.1.6

Time Taken to Resolve the Complaints

4.1.7

Product Overall Quality

4.1.8

Product Value

4.1.9

Satisfaction Regarding Service given during Purchase

4.1.10

Satisfaction Regarding Installation

4.1.11

Satisfaction Regarding the Product Usage

4.1.12

Satisfaction Regarding After Purchase service (warranty, repair, customer service etc) Opinion Regarding Communication about the latest updates

4.1.13

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4.1.14

Opinion Regarding Customer Relationship Maintenance by Sending greetings and offers to clients Certainty to continue for next project

4.1.15

4.1.16

Opinion Regarding Recommendation to others

4.1.17

Opinion Regarding Satisfaction with the project

4.1.18

Opinion Regarding Discounts provided to regular customers

4.1.19

Satisfactory Regarding Increasing New Customers by Providing Gifts Opinion Regarding Regular Service Feedback

4.1.20

4.1.21

Opinion Regarding Understanding Between Manager and Employees

4.1.22

Support of Senior Executives for customer satisfaction programmes

4.1.23

Opinion Regarding Encouragement of Management of twoway communication at all levels

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LIST OF FIGURES

S.NO

CONTENTS

PAGE NO

4.1.1

Age of the respondent

4.1.2

Total no. of business experience in years

4.1.3

Time Taken by Representatives The customer service regarding Customers Complaints

4.1.4

4.1.5

Handling Complaints by Representative

4.1.6

Time Taken to Resolve the Complaints

4.1.7

Product Overall Quality

4.1.8

Product Value

4.1.9

Satisfaction Regarding Service given during Purchase

4.1.10

Satisfaction Regarding Installation

4.1.11

Satisfaction Regarding the Product Usage

4.1.12

Satisfaction Regarding After Purchase service (warranty, repair, customer service etc) Opinion Regarding Communication about the latest updates

4.1.13

4.1.14

Opinion Regarding Customer Relationship Maintenance by Sending greetings and offers to clients Certainty to continue for next project

4.1.15

4.1.16

Opinion Regarding Recommendation to others

4.1.17

Opinion Regarding Satisfaction with the project

4.1.18 4.1.19

Opinion Regarding Discounts provided to regular customers Satisfactory Regarding Increasing New Customers by Providing Gifts Opinion Regarding Regular Service Feedback

4.1.20

4.1.21

Opinion Regarding Understanding Between Manager and Employees

4.1.22

Support of Senior Executives for customer satisfaction programmes

4.1.23

Opinion Regarding Encouragement of Management of twoway communication at all levels

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