Acknowledgement

To all my teachers by whom I got the deeper insight and

inspiration to realize an unprecedented book.
To all my friends, colleagues and well-wishers who have
appreciated this visionary work.
To all those who have responded me warmly either by providing
suggestions or other useful inputs.
I deeply acknowledge the support of Mrs. Vandana Pandey, my
Project incharge who has initially motivated us to embark on this
strenuous project.
My venerable parents and other teachers on invariably special to
me who have firmly inculcated the everlasting and invaluable
teachings in me. They have invariably been the beacon of
advancement through their sacred blessings and timely
appreciation.
Special thanks are due to Mrs. Vandana Pandey (Reader, MBA),
Mrs. Mudita Singh (M.P. Institute, Director) and all those who
have supported or encouraged us throughout gestation of the book.

Saurabh Kumar Singh

B.B.A. VI Sem.
Roll No.- 950394

ACKNOWLEDGEMENT
We are extremely thankful to Mr. Arvind Tripathi, Basant
Computer Centre of Management & Technology, Varanasi under whose
able guidance and continuous support we were able to Complete this
Project. We are really admired looking to their special attention on this
project.
We really feel gratitude on the part of the incharge Mr. A.K.
Yadav under whose able guidance we get complete our Project.

Rohit Kumar Singh

BBA VIth Semester

PREFACE
Now a days CRM i.e. Customer Relationship Management has
become a major practice which is being followed everywhere in
Government or Non-governmental organization or commercial or non
commercial activities.
Thus, it has opened options and helped immensely to people to
take decisions regarding the relationship and services provided to
maintain it by the financial sector. It has also proved as a guide for the
potential or the prospective customer or individuals to take investment
decisions.
We have done survey at the SBI & ICICI Bank and seek the
information regarding the services provided by them.

Date : ____________
Place : _____________

Ragini Singh

Dedicated to My
Parents &
My Sister

With Respect
Ragini Singh

Contents
CHAPTER 1
Customer relationship management A VIEW ..................................................
Benefits ................................................................................................................
Challenges.............................................................................................................
Types/Variation ....................................................................................................
Customer Services & Support ..............................................................................
Analytics ..............................................................................................................
Integrated/Collaborative.......................................................................................
Non-profit and Membership-based......................................................................
Strategy..................................................................................................................
Implementation.....................................................................................................
Adoption Issue ......................................................................................................
Privacy and Data security System ........................................................................
Market Structures .................................................................................................
CHAPTER 2
Introduction ..........................................................................................................
AIM of Survey .....................................................................................................
Reason to choose this topic ..................................................................................
Hypothesis ............................................................................................................
Reason to choose this Hypothesis ........................................................................
Historical Survey ..................................................................................................
Literature review (Analytical CRM) ....................................................................
CHAPTER 3
Research Methodology .........................................................................................
Type of Methodology Used ..................................................................................
Reason for Choosing this Methodology ...............................................................
Type of Research ..................................................................................................
Reason to choose this type of Research ...............................................................
Research Design ...................................................................................................
Research Plan .......................................................................................................
Sample Design ......................................................................................................
Sampling Technique .............................................................................................
Sampling Technique used ....................................................................................
Reason to choose this sampling technique ...........................................................
Population ............................................................................................................
Sample Size ..........................................................................................................
Reason to choose this sample size ........................................................................
CHAPTER 4
Data Collection .....................................................................................................
Questionnaire Designing ......................................................................................
CHAPTER 5
Data Analysis........................................................................................................
SWOT Analysis...............................................................................................................
CHAPTER 6
Finding & Suggestion ..........................................................................................

SNAP Shot Review ..............................................................................................

CHAPTER 7
Conclusion............................................................................................................
Bibliography........................................................................................................................
Annexure .............................................................................................................

ACKNOWLEDGEMENT
We owe a great deal to a great many people, for the successful
completion of this survey report. Survey is the team project; literally
many of people have contributed to this survey report. Every work
requires a commitment but this commitment goes in vain when there is
no guidance.
We are extremely thankful to Mr. R.P. Pandey (Director), MP
Institute of Management & Computer Application, Varanasi under whose
able guidance and continuous support we were able to compile this
survey. We are really admired looking to their special attention and cooperation extended to us during the project.
We really feel gratitude on the part of the incharge Mr. Ankur
Srivastava under whose able guidance we get the chance to accomplish
our Survey Report finally.
We would also like to extend our sincere thanks to all the
customers of Banks is without their co-operation we would not have been
able to carry out the above survey.
With a deep sense of reverence, we would like to express our deep
gratitude to our parents who have always been a source of inspiration for
us. Their everlasting co-operation, encouragement and smiling affection
inspired us always building our future bright.

Amit Kumar Maurya

BBA VIth Semester
MPIMCA, Varanasi