PROJECT SYNOPSIS

TOPIC: CUSTOMER RELATION SHIP MANAGEMENT AT BIGBAZAR,

HYDERABAD

INTRODUCTION TO THE STUDY:

The term market organized from the Latin word "macaques" to trade. There
are different perspectives on which a market is explained. It may be a place, an
assembly an area an organization, an act or an assembly of commercial activities. All
these converge on accept that markets perpetuate process exchange leading to
satisfaction of needs. Markets may be viewed from economic, managerial of societal
point of view.
The growth from self-sufficient stage through barter to exchange-oriented
stage witnessed creating of market at central prices. This offered a number of benefits
to sellers and buyers.
Human wants are unlimited and repetitive in nature. Business activities aim at
acquiring of wealth, converting in into desired form and making the final product
available for exchange for the satisfaction of human wants. These activities fall under
industry, commerce and trade. These three branches have on common function-the
marketing here means exchange of goods for money or money's worth.
Today there is feeling that marketing activity is concerned only with the flow
of goods from the producer to the consumer. This concept however has changed also
to include flowing of information from the consumer to producer.
In the other words to achieve maximum efficiency in marketing, there must
also be a flow information vis-a-vis is the flow of goods. This information for
practical purposes has to be collected even before a product is planned. Sub sequent
information would also enable the manufacturer to assess periodical changes that are
required. That is why it is very often remarked that marketing starts and ends with the
consumer with information flowing from the consumer to the producer and goods
flowing back to the consumer to the producer and goods flowing back to the
consumer from the producer.
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High level of marketing activity is a prerequisite for high level of economic

activity. It has been apply remarked. "Nothing happens until some body sells
something". At present the urgency is for increased marketing and no merely for
increased population.
This alone shows the importance of marketing as a potential force that
commands high significance for society as a whole.it is not enough to have great
qualities, we should also have the abilities to manage them. The same concept can
also be applied in an organization. For e.g. a company may produce a very high
quality products but it wont be able to succeed if it fails to manage or satisfy their
customers.
According to Harward Business Review an exceptionally satisfied customer
is 6 times more likely to buy again as one who is merely satisfied & only 5% increase
in customer loyalty can boost profit from 25% to 85%.
Thus all these quotes & experts opinion highlights the importance of Customer
Relationship Management. Customers are considered to be king of every business
enterprise and loyal customers are the backbone of their business. So customer
satisfaction is the primary motive of every business which can be attained through
effective CRM (Customer Relationship Management) policy.
NEED AND IMPORTANCE OF THE STUDY
CRM Customer Relationship Management is one of the newest innovations in
customer service today. CRM stands for customer relationship management and helps
the management and customer service staffs cope with customer concerns and issues.
CRM involves gathering a lot of data about the customer. The data is then used to
facilitate customer service transactions by making the information needed to resolve
the issue or concern readily available to those dealing with the customers. This results
in more satisfied customers, a more profitable business and more resources available
to the support staff. Furthermore, CRM Customer Relationship Management systems
are a great help to the management in deciding on the future course of the company.

As mentioned, there is much data needed for the CRM system to work. These
fields include the customer name, address, date of transactions, pending and finished
transactions, issues and complaints, status of order, shipping and fulfillment dates,
account information, demographic data and many more. This information is important
in providing the customer the answer that he or she needs to resolve the issue without
having to wait for a long time and without going to several departments. With just a
few mouse clicks, a customer support representative for example can track the
location of the customer's package or order. This is infinitely better than the
cumbersome process of tracking shipments previously. Furthermore, the customer
service representative will also be able to see the previous concerns of the customer.
This is a great help especially if the customer is calling about the same issue since he
or she will not have to repeat the story all over again. This results in less time in
resolving the issue, thus, higher productivity of the support staff.
CRM Customer Relationship Management systems are also important to the
top management because it provides crucial data like customer satisfaction and
efficiency of service by the frontline crews. A piece of customer relationship
management software will also be able to generate the needed reports for product
development or new concepts.
Furthermore, this system will also be a great help for the top management in
deciding the company's future course of action, whether it involves phasing out one of
the products on the shelves or making adjustments to one of the products sold.
The reports generated by CRM systems are also invaluable to your advertising
and marketing planners, as they will be able to pinpoint which ideas works and which
do not. Because of CRM systems, you will be able to release advertisements or plan
marketing campaigns more in tune with your target market. This will also lead to
more responses to your advertisement and a more effective marketing campaign.
Successful integration of a CRM Customer Relationship Management system
in your company, however, might not be as easy as it seems. The following might give
you an insight why CRM systems fail in some companies... Most companies fail to
prepare for CRM systems.

By this, I mean that most companies fail to integrate all the departments that
need to share the information for it to be effective. Furthermore, CRM units scattered
all over the company's departments is often more effective than just making one big
CRM department. This will ensure that each department will get the information and
data that they need.
A CRM system will also help you a lot in expanding your business. As CRM
systems are capable of handling enormous amounts of data, CRM systems will help
you a lot in coping with the increased numbers of customers and data. With a CRM
Customer Relationship Management system installed and properly utilized, you can
be sure that all data is maximized and used to ensure that your business will be
successful and your customers a lot more satisfied than before.

OBJECTIVES OF THE STUDY

1.
2.
3.
4.

To analyse the factors that influences the buying decision of a Big Bazaar
To study the satisfaction level of existing consumer of Big Bazaar.
To assess the role of brand image in the purchasing decision of Big Bazaar.
To offer suggestions to improve Customer Relationship management in Big
Bazaar

SCOPE OF THE STUDY

The scope of the study is to identify the customer relationship management
towards Big Bazaar Pvt. Ltd. Primary data was collected from customers. Secondary
data was collected from company manuals, magazines and websites. It is aimed at
enlightening the company about different steps to be taken up to increase the value of
Big Bazaar Pvt. Ltd. with regard other competitors and also make the company to
provide better customer services.

RESEARCH METHODOLOGY
SOURCES OF DATA:
Once the research design has been decided upon the next stage is that of
selecting the source of data. They are primary data, secondary data.
Primary data:
Are those, which are collected fresh and for the first time, and thus happened
to be in original character? The data is gathered through administering the
questionnaire.
Secondary data:
Are those which are already been collected by someone else and which have
already been passed through the statistical process. And source of secondary data
organization report, journal, etc.

Sampling:
The selected respondents constitute which is technically called as sample and
the selection process is called as sampling technique.
Random sampling:
The research study employed random sampling technique which randomly
selects the respondents. 100 samples were collected for the study, and the respondents are
from Hyderabad Telangana State
PERIOD OF THE STUDY:
The period of the study is 5 months. This research will be conduct from May, 2015Sep 2015.
CHAPTERISATION:
Chapter I:

Introduction
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Chapter II : Organisation Profile.

Chapter III : Review of Literature Customer Relationship Management
Chapter IV: Data Analysis and Interpretation.
Chapter V:

Findings and Suggestions.

Bibliography.

ORGANISATION PROFILE:
As Indias leading retailer, Future Retail inspires trust through innovative
offerings, quality products and affordable prices that help customers achieve a better
quality of life every day. We serve customers in 95 cities across the country through
over 10 million square feet of retail space.
Future Retail is the flagship company of Future Group, Indias retail pioneer
catering to the entire Indian consumption space. Through multiple retail formats, we
connect a diverse and passionate community of Indian buyers, sellers and businesses.
The collective impact on business is staggering: Over 300 million customers walk
into our stores each year and choose products and services supplied by over 30,000
small, medium and large entrepreneurs and manufacturers from across India. This
number is set to grow.
We operate multiple retail formats in both the hypermarket, supermarket and
home segments of the Indian consumer market including: Big Bazaar - a uniquely
Indian hypermarket chain, Fashion at Big Bazaar - Affordable fashion destinations
aimed to make India Thoda aur stylish, Food Bazaar - a supermarket chain that
blends the look and feel of Indian bazaars with modern retail aspects like choice,
convenience and quality.
As modern retail drives fresh demand and consumption in new categories, our
strategy is based on a deep understanding of Indian consumers the products they want,
and making these products available in every city in every store format. We are in line
with our broad objective of being a catalyst in Indias consumption-led growth and
being a positive agent of change in the communities we serve.

Big Bazaar is India's leading super market having over 200 stores across India.
Unbelievable offers, best deals on food, fashion, home ware, groceries etc.

Big

Bazaar is a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain,

blends the look, touch and feel of Indian bazaars with aspects of modern retail choice,
convenience and quality and central, a chain of seamless destination malls. Some of
its formats include brand factory, blue sky, all top 10 stars and sitara. The company
also operates an online portal, futurebazaar.com