Conclusion:

Our overall experience above this company is in expressible in this report. After analyzing we can conclude that BAJAJ ELECTRICALS is progressive unit. We can really a nice experience to visit BAJAJ ELECTRICALS The officers and employees are very cooperative in nature. Our field experience was also a remarkable survey is the medium to know the views about the CUSTOMER of the BAJAJ ELECTRICALS It was great deal of knowledge. By this survey we can know the actual position of BAJAJ ELECTRICALS . in the market. But at present the number of competitors progress in a quite good. The domain of customer relationship management extends into many areas of marketing and strategic decisions. Its recent prominence is facilitated by the convergence of several other paradigms of marketing and by corporate initiatives that have developed around the theme of cooperation and the collaboration of organizational units and their stakeholders, including customers. CRM refers to a conceptually broad phenomenon of business activity, and if the phenomenon of cooperation and collaboration with customers becomes the dominant paradigm of marketing practice and research, CRM has the potential to emerge as the predominant perspective of marketing.

The issues of CRM and customer service are vital in the developing environment as customer expectations increase. This is especially the case in developing countries where changes in customer expectations are linked to increasing educational standards and literacy. This study has indicated that the implementation of a one-to-one marketing of financial services in emerging markets do not differ from the way in Winch it would be implemented among customers in other economies. This requires organization in developing environments to pay attention to the issues of customer needs and differentiation in order to building long term customer relationships.

DATA COLLECTION AND ANALYSIS

CRM: Beyond the concept:
Focusing on the customer includes having the ability to manage all interaction channels through which customer contact them (the company). Technology is the catalyst that enables individuals throughout the company to be more efficient and effective in their interactions with customers CRM software provides tools necessary to automate, manage and integrate their sales , marketing and customer service operations.. Comprehensive systems will also include reporting, product confurigations engines and full integrations with back-end systems. However, it is critical to remember that CRM is not simply a software or technology. Even the most sophisticated CRM system is only an element in the complex process of gaining and retaining customers. CRM is the standard for competitive survival. If you put the right tools and the right information in the hands of your people, they will not be able to perform as effectively as their CRM empowered counterparts.

PREFACE
Many students may have done work on this project in different ways/styles. I have also tried to work on this project in a different way. It was for the first time I got the opportunity to work in such a prestigious and well known organization. And things, which I have experienced in my training time, are going to help me throughout my lifetime. I have worked on this project with great enthusiasm and zeal. I have tried to cover almost all the things, which I have experienced and learned from the companys management. No doubt at present working atmosphere is fine but it needs some alternations, keeping in mind this view; I have also suggested some improvements/suggestions. The title, which is: THE STUDY OF CUSTOMER RELATIONSHIP MANAGEMENT AT BAJAJ ELECTRICALS The main goal of my project is to find out the frequency, uses, modifications, improvements and appropriate suggestions. It would be my great pleasure, if this project can help this company to achieve its goal higher.

CUSTOMER RELATIONSHIP MANAGEMENT

Introduction:
The biggest management challenge in the new millennium of liberalization and globalization for a business is to serve and maintain good relationship with the king the customer. In the past producers took their customers for granted, because at that time the customers were not demanding nor had alternative source of supply or suppliers. But today there is a radical transformation. The changing business environment is characterized by economic liberalization, increasing competition, high consumer choice, demanding customer, more emphasis on quality and value of purchase etc. Customer relationship management (CRM) is a model for managing a companys interactions with current and future customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. The following simple definition of CRM is used: CRM is an important strategy used by businesses to select and manage their valued customers. Customer Relationship Management (CRM) is to create a competitive advantage by being the best at understanding, communicating, delivering, and developing existing customer relationships, in addition to creating and keeping new customers.CRM is a customer-focused commercial philosophy, which supports the marketing, sales and services by various means. Through continuous improvement of CRM, interaction methods, resource allocation, and operational flow, companies can achieve low operational costs, enhanced sales volume, increased productivity and satisfactory customer service quality. The purpose of the application of CRM is not only to keep up good service quality, but more importantly, to retain competitive advantage.

Research Methodology

A research process consists of stages or steps that guide the project from its conception through the final analysis, recommendations and ultimate actions. The research process provides a systematic, planned approach to the research project and ensures that all aspects of the research project are consistent with each other. According to Clifford Woody: Research comprises defining and redefining problems, formulating hypothesis or suggested solutions; collecting, organizing and evaluating data ; making deduction and researching conclusion ; and at last carefully testing the conclusion to determine whether they fit the formulating hypothesis. This chapter aims to understand the research methodology establishing a framework of evaluation and revaluation of primary and secondary research. The techniques and concepts used during primary research in order to arrive at findings; which are also dealt with and lead to a logical deduction towards the analysis and results. The customer relationship management in BAJAJ ELECTRICALS has studied.

DATA COLLECTION: Primary data collected througha) Questionnaire b) Informal interviews. Secondary data collected througha) Magazines b) Journals c) Websites d) Other corporate publications.

Data collection took place with the help of filling of questionnaires. The questionnaire method has come to the more widely used and economical means of data collection. The common factor in all varieties of the questionnaire method is this reliance on verbal responses to questions, written or oral. I found it essential to make sure the questionnaire was easy to read and understand to all spectrums of people in the sample. It was also important as researcher to respect the samples time and energy hence the questionnaire was designed in such a way, that its administration would not exceed 4-5 mins. These questionnaires were personally administered. The first hand information was collected by making the people fill the questionnaires. The primary data collected by directly interacting with the people. The respondents were contacted at shopping malls, markets, places that were near to showrooms of the consumer durable products etc. The data was collected by interacting with 50 respondents who filled the questionnaires and gave me the required necessary information. The respondents consisted of housewives, students, businessmen, professionals etc. the required information was collected by directly interacting with these respondents.

QUESTIONNAIRE OR SURVEY METHOD:

The survey method is intended to secure one or more items of information from a sample of respondents who are the representatives of a larger group. The information is recorded on a form known as questionnaire. As data are gathered by asking questions from person who are believed to have desired information, the method is also known as questionnaire technique. Reasons for wide use of this method1. It can secure both qualitative and quantitative information directly from the respondents. 2. It is the only method of directly measuring attitudes of motivations. 3. It is quite flexible in terms of the types of data to be assembled, the method of collection or the timing of research. A questionnaire is simply a formalized set of questions for eliciting information. As such, its function is measurement and it represents the most common form of measurement in marketing research. Although the questionnaire is generally associated with surveys, it is also frequently the measurement instrument in experimental design as well. When the questionnaire is administered by means of telephone or by a personal interview, it often is termed as interview schedule or simply schedule.

Questionnaire involves seven basic steps:

1. Preliminary consideration

2. Question content

3. Question wording

4. Response format

5. Question sequence

6. Physical characteristics of the questionnaire

7. Pre-test

OBJECTIVES OF THE STUDY

The main idea of this paper is to be a tool for making the right decisions to invest in manufacturing of gear box for industrial vehicle as well as to prepare the manufacturing process for each part to be able to use in reality. The objectives of the project are defined as follows: To define the operation as well as the quality verifications that are necessary to manufactures number of gear boxes per year according to market study. To propose the production plant layout and the location of the company. To calculate the no. of machines and direct workers according to the cycle time obtained in calculation part. To prepare the summary of manufacturing cycle which will be composed of the clearly process explanation. To prepare the summary of the operations as it would be composed of the brief process explanation of every phase.

Questionnaire

Q1. Is material specifications clearly specified?

a) Excellent b) Very good c) Good d) Average e) Poor

0% 6% 28% 36% Excellent Very good Good 30% Average Poor

SUMMARY: Above table indicating that in Customer Relationship Management study 36% of customers are satisfied with having all material specifications. On the other hand, it can be seen that 30%, 28% and 6% of customers are having the dissatisfaction with not having specifications of material. INTERPRETATION: It can be interpreted that writing specification documents and listing requirements is not typically a favorite task for a controls engineer. Wed rather be designing, coding, and debugging. But a well written specification can help a project move along more smoothly and therefore be more enjoyable. The main purposes of the specification should be:

An agreement with your customer on exactly how the system will operate A point of synchronization for the project team A basis for building a master plan and schedule Instructions to engineers on what to build A baseline for change control

Quality assurance or quality control is a process companies use to ensure that the products they manufacture meet specifications. Quality control inspectors examine finished products for defects and inspect raw materials, work in process or component parts. The exact nature of the duties required of a quality assurance inspector depends on the employer and the type of product the company manufactures

+Q2. Are you satisfied with product quality? a) Excellent b) Very good c) Good d) Average e) Poor

0% 0% 12% 25% 63% Excellent Very good Good Average Poor

SUMMARY: Above table indicate that in Customer Relationship Management study that 63% of the customers are satisfied with the quality of the product. However, 25% of the customers have satisfied in very good condition. And 12% of the customers are satisfied in a good condition.

INTERPRETATION:

Managing quality is crucial for small businesses. Quality products help to maintain customer satisfaction and loyalty and reduce the risk and cost of replacing faulty goods. Companies can build a reputation for quality by gaining accreditation with a recognized quality standard, such as ISO 9001, published by the International Organization for Standardization. Product quality provides a strong competitive advantage and is an essential requirement for doing business with certain customers.
CRM systems give businesses the ability to personalize and customize relationships with their customers regardless of which employee deals directly with them at any given time. CRM systems maintain a repository of customer profiles, giving employees the ability to treat each client individually. As a result, each employee is better informed about each customer's specific needs. CRM helps the organization easily and quickly modify its level of service in order to match each customer's profile. This improved customer service leads to increased customer loyalty and correspondingly decreases customer dissatisfaction. CRM systems also help the company receive feedback from customers regarding products they have purchased.

Q3. Do you conduct customer satisfaction surveys?

a) Yes b) No

16% Yes 84% No

SUMMARY:
Above table indicate that in Customer Relationship Management study 84% of the employees conduct the satisfaction surveys of the customer. On the other hand, 16% of them does not conduct the customer satisfaction surveys.

INTERPRETATION:

It can be interpreted that a well executed customer satisfaction survey is the first step toward gathering the baseline insights for creating and reinforcing pleasurable experiences. From these insights, companies can start understanding the core experience of their customers, reflecting their liking of a companys business activities, including products/services, and calibrating big business decisions off of data, instead of guessing. Online surveys conducted to find out customer satisfaction are increasingly important for modern businesses and companies. Nowadays online customer satisfaction surveys are inextricably linked to business practices, marketing programs as well as other initiatives aimed at accomplishing customer engagement. Customer satisfaction surveys are a form of research in which you ask your customers for their views on issues that indicate how well or how badly your company is performing. Satisfaction surveys are a valuable tool for small businesses, helping you gain a better understanding of your customers' requirements and concerns so that you improve your products and your standards of service in line with customers' needs. By monitoring customer satisfaction and responding to problems, you can improve customer loyalty and protect revenue and profitability

Q4.

How do you get customer comments and complaints?

a) Face-to-face interaction b) Toll-free numbers, formal surveys c) Other means

Face-to-face communication 22% 37% Toll-free numbers, formal surveys

41%

Other means

SUMMARY:
Above table indicate that in Customer Relationship Management study 37% of the employees get their customer comments and complaints through face-to-face communication. On the other hand, it can be analyzed that about 41%of the employees get the feedback through toll-free numbers and 22% through other means.

INTERPRETATION:

It can be interpreted that most of us instinctively have negative reactions to complaints, whether they're internal (from co-workers, employees or managers) or external (from customers). And if the complaint is about something we did or created, or someone that we are responsible for, we can often become defensive, or view the complaint as unjustified or not our fault. So feedback and complaints are actually really important. They're an opportunity for us to improve ourselves, our products, our services, and our processes if we act on the feedback that we receive. When it comes to providing feedback, customers have different levels of comfort. Some customers will feel very comfortable talking about their opinions and suggestions where as others will feel for more at ease if you provide them with a way to share their opinions anonymously. For example: using a suggestion box or written customer survey.

Q5. Are you satisfied with the packaging of materials?

a) Excellent b) Very good c) Good d) Average e) Poor

Excellent

Very good 0% 6%

Good

Average

Poor

30% 64%

SUMMARY:

Above table indicate that in Customer Relationship Management study 64% of the customers are satisfied with the packaging of materials. Also 30% and 6% of the customers are having neither good nor bad satisfaction with the packaging of the materials.

INTERPRETATION: It can be interprtated that Changing in packaging can have a variety of effects on the sales, costs, brand and retail store placement. Some business changes their packaging as a proactive strategy to increase sales, while others do so to cut costs. Before making a change in products box, can or container, review the various results that might occur and their impact on bottom line. CRM systems help the organization effective identify potential customers. As it keeps track of current customer profiles, the company can generate new strategies to determine which demographics it should target to obtain a wider customer base. By using CRM information, a business can coordinate marketing and promotional campaigns more efficiently by ensuring that such promotions will not target people who are already customers. CRM also ensures increased customer retention through the implementation of loyalty programs.

Q6. Are you satisfied with the times lines in delivery?

a)

Excellent

b) Very good c) Good d) Average e) Poor

Excellent

Very good 0% 12%

Good

Average

Poor

8% 56%

24%

SUMMARY:
Above table indicate that in Customer Relationship Management study around 56% of the customers are fully satisfied with the times lines in delivery of products . On the other hand, 24% of the customers are having not fully satisfaction with the delivery of the products and 8% and 12% lies in good and average condition respectively.

INTERPRETATION: It can be interpreted that a local delivery service is a small business almost anyone can start. Such a service can be offered to those needing personal errands run or to businesses who need supplies or documents delivered, or even lunch. Although the start-up costs for a delivery service are small, treat it like any other business by first developing a comprehensive plan and researching what type of deliveries you want to start off making. More importantly, CRM systems speed up the closing of deals because of the increased efficiency in customer leads and information. Turnaround time substantially decreases, thereby benefiting the company. In addition, as different company departments are able to share data, employees can efficiently work as a team, as opposed to working individually or in isolated groups. Customer service techniques have never been more important to businesses that find themselves dealing not only with local, bricks and mortar competition, but also with growing online competition. Today consumers have many, many options to choose from meaning that businesses that wish to be most successful need to be focused on providing exceptional service.

Q7. Our response to your complaints ?

a) Excellent b) Very good c) Good d) Average e) Poor

0% 0% 0% 10% Excellent Very good Good 90% Average Poor

SUMMARY:
Above table indicate that in Customer Relationship Management study about 90% of the customers are satisfied with the quality and delivery of products. On the other hand, only 10% customers are having complaints. INTERPRETATION:

Complaints are an important way for the management of an organization to be accountable to the public, as well as providing valuable prompts to review organizational performance and the conduct of people that work within and for it. However, Complaints are handled objectively and fairly with appropriate confidentiality, remedies are provided where complaints are upheld and there is a system for review for finalized complaints. An effective complaint handling system should be a fit for purpose system. This is a system that is varied to fit an organizations circumstances and is proportionate to the number and type of complaints it receives. Customer service executives use their skills and experience to ensure that a company delivers the highest standards of service to customers. Depending on the size of the business, the executive may deal directly with customers inquiries and complaints, or manage a team of customer service representatives. Either way, the customer service executive aims to maximize customer satisfaction. Customer service executives analyze records of customer inquiries, purchases, service requests and complaints to identify trends. They may invest in customer relationship management software that enables customer service teams to record and analyze customer behavior and identify trends. To maintain standards, executives use customer data to focus resources on improving performance.

Q8. Do you communicate with your customers frequently? a) b) Yes No

8%

Yes No 92%

SUMMARY:
Above table indicate that in Customer Relationship Management study 90% of them contact to their customers frequently. On the other hand, 8% of them do not have contact with the customers. It is very important for the organization to contact customers frequently for long term success.

INTERPRETATION:

Effective communication is a critical component of customer service for small organizations. Customer service efforts are designed to ensure the prompt and efficient delivery of quality products and services to customers, as well as the effective recovery from any service-related issues that may arise. In dealing with customers, communication is essential, whether it is face-to-face, over the phone, via email or, increasingly, through online channels. With more and more business being done over the telephone and the increasing use of 24 hour professional call centers to handle customer enquiries, knowing how to communicate effectively both face to face and on the telephone is vitally important. Focusing on customer communication is important to the long-term success of any business. In the early stages of the relationship, effective communication ensures your product or service meets the customer's immediate needs. As time goes on, regular communication with your customer base allows you to adapt and grow so you can continue to meet its requirements.

Q9. Are you satisfied with the performance of the products?

a) b) c) d) e) Excellent Very good Good Average Poor

0% 0% 24% 44% Excellent Very good Good 32% Average Poor

SUMMARY:
Above table indicate that in Customer Relationship Management study only 44% customers are fully satisfied with the performance of the products. On the other hand, 32% , 24% have a good and satisfactory analysis for the performance of the products. INTERPRETATION:

It can be interpreted that there is a relationship between product performance and customer satisfaction, although product performance is not the sole reason for customer satisfaction. It's a pretty simple formula, if the product performs well either to or above the customers' expectations, then their satisfaction of the product improves. If a product does not perform well, or is below the customers' expectations, then customer satisfaction decreases. Product performance is not the sole reason for customer satisfaction. Other factors include service, cost of maintenance, longevity of the product, consistency in performance of the product, and customer loyalty wherein someone may be more satisfied with a product that performs inferior to another simply because the customer is loyal to that product or company.

Q10. Follow up service of our reprehensive? a) Excellent b) Very good c) Good d) Average e) Poor

0% 0% 12% 24% 64% Excellent Very good Good Average Poor

SUMMARY:
Above table indicate that in Customer Relationship Management study 64% of the customers are satisfied with the product quality, while others i.e. 24% and 12% are in the average condition.

INTERPRETATION:
It can be interpreted as it is one of the most important business traits is learning how to please your customers. Customer service is not dead, and you can set your business apart by making it a top priority. About 70 percent of people who take their business elsewhere do so because of poor customer service and lack of human interaction, according to the Customer Service Training Center.