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Khurana Customer Relationship

3536 Words15 Pages

CHAPTER -1 INTRODUCTION

Customer Relationship Management

Customer relationship management has its main focus in its customers , it is managed by the companies to focus on creating satisfied and a loyal clientele for its company. Its main aim is to achive profitable growth and create an economic value for the company’s brand.

CRM produces high customer equity by interacting more with its customers and enhance their experience with the company.

While the businesses are focusing on expanding profits by improving and changing their internal processes and procedures, CRM plays a major role in this by retaining the customers and in extending the existing client and expanding it by the new …show more content…

Namely, the author provides a wide range of specific customer relationship management techniques and principles that are used by multinational businesses. The findings of Mathur (2010) can be compared to the primary data findings in the proposed research, thus enhancing the scope of the study.

Khurana (2010), discussed the concept of customer relationship management in detail, and also addresses disadvantages and advantages associated with a range of relevant software applications.

The 3rd edition of Pradan’s(2009) “Retailing Management” is another noteworthy source which is going to be used further in the study. Specifically, Pradan (2009) identified customer relationship management as an transpiring aspect of marketing in retail and discusses its importance for ensuring the long-term growth of retail businesses.

one of the most critical sources for the research is the book “Relationship Marketing and Customer Relationship Management” authored by Brink and Berndt (2oo9). The book offers an in-depth discussion of the concept of Customer Touch Map and discusses the role of information technology in easing customer relationship …show more content…

Provided information was complex, and rest of the respondents felt that the information provided was less and of not much help to them.

• The study found that IDBI Federal Life Insurance has a very large variety of products in its portfolio, it has been observed that 37% of the customer felt that the product purchased by most the customer do not meet their actual requirement.

• As compared to the Advisors, Sales people are performing more than advisors. In occurence sales people have motivated the most of the customers for purchasing the product.

• The male were the dominating category in advisors.

• Due to lack of the effective training, most of the advisors ' were not able to handle the customer properly, and were not able to solve the customer’s

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