A

STUDY
ON
“CUSTOMER RELATIONSHIP MANAGEMENT”
AT

HERO MOTO CORP

A project report submitted in partial fulfillment for the award of

MASTER OF BUSINESS ADMINISTRATION
BY
PETLURI ANIL KUMAR

Reg. No. 142317672047

the Guidance of

DR.RAMESH
Assoc.Professor/ Asst. Professor

ST.MARTIN’S INSTITUTE OF BUSSINESS MANAGEMENT

58
(Affiliated to Osmania University)Dhulapally (v), Secundrabad --- 5000142015
- 2017

A
STUDY
ON
“​CUSTOMER RELATIONSHIP MANAGEMENT”
AT
HERO MOTO CORP

A project report submitted in partial fulfillment for the award of

MASTER OF BUSINESS ADMINISTRATION
BY
PETLURI ANIL KUMAR
Reg.No. 142317672047
Under the Guidance of
DR.RAMESH

Assoc.Professor/ Asst. Professor

ST.MARTIN’S INSTITUTE OF BUSSINESS MANAGEMENT

(Affiliated to Osmania University)

59
 Dhulapally (v), Secundrabad --- 500014

DECLARATION

I hereby declare that this project report titled ​CUSTOMER RELATION SHIP
MANAGEMENT​, submitted by me to the Department of ​Master of Business Administration, as
a record work done by me under the supervision and guidance of ​DR.RAMESH
Assoc.Professor/ Asst. Professor ​of ST.MARTIN’S INSTITUTE OF BUSSINESS
MANAGEMENT. This is a bonafide work undertaken by me and it is not submitted to any
other University or Institution for the award of any degree/diploma/certificate or published any
time before.

Date: ​PETLURI ANIL KUMAR

Place: Hyderabad (Reg.No.142317672047)

60
 CERTIFICATE

This is to certify that the project report title “ CUSTOMER RELATIONSHIP

MANAGEMENT” in “HERO MOTO CORP”, submitted in partial fulfilment for the award of
MBA programme of department of business management, O.U. Hyderabad, was carried out by
DR.RAMESH under my guidance. This has not been submitted to any other university or
institution for the award of any degree/ diploma/ certificate.

Project guide External Examiner Principal

DR.RAMESH Dr. P.D. Diana David
Assoc./ Asst. Professor

61
COMPANY CERTIFICATE

62
 ACKNOWLEDGEMENT

I would like to express my sense of gratitude to ​DR.RAMESH​, my project

supervisor, for his guidance and continuous support on this project, without his endeavor the
project would not have been completed successfully.
I wish to express my sincere thanks to ​Dr. P. D. DIANA DAVID,​ Principal,
ST. MARTIN’S INSTITUTE OF BUSINESS MANAGEMENT for her valuable suggestions,
constant help and encouragement in every stage during the preparation of project report.
I extend my humble thanks to ​xxxxxxxxxxxxxxx, Project Guide for his inspiring
guidance, valuable suggestions and for rendering helpful hand in completion of the project.
I retract my deepest sense of gratitude and indebtedness to my family, friends and
others who provided me with their full co-operation and support in successful completion of the
project.

63
 P. ANIL
KUMAR
(Reg.No:142317672047)

CONTENTS

Chapters Particulars Page no’s

Chapter-I Introduction

1.1 Need of the study

1.2 Objective of the study

1.3 Scope of the study

1.4 Research Methodology

1.5 Limitations of the Study

Chapter-II Review of Literature

Chapter-III Industry Profile

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 Company Profile

Chapter-IV Data Analysis and Interpretations

Findings
Chapter-V
Suggestions

Conclusions

Bibliography

Questionnaire

65