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SUMMER TRAINING PROJECT REPORT

ON

“CUSTOMER RELATIONSHIP MANAGEMENT”

Submitted as partial fulfilment for the award of

BACHELOR OF BUSINESS ADMINISTRATION


Session 2017 -18
By
SHALU SINGHAL
Roll no. : 1584509568

Under the guidance of

ANKIT GARG

Department of Business Administration

INTEGRATED ACADEMY OF MANAGEMENT


AND TECHNOLOGY, GHAZIABAD

AFFILIATED TO
CCS UNIVERSITY , MEERUT (FS-14)
TO WHOM SO EVER IT MAY CONCERN

This is to certify that work entitled “CUSTOMER RELATIONSHIP MANAGEMENT”


is a Summer Training project report done by Shalu Singhal bearing Roll No:
1584509568 Under my supervision for partial fulfillment of Bachelor of Business
Administration (BBA) at Integrated Academy of Management & Technology,
Ghaziabad affiliated to Ch. Charan Singh University, Meerut.

I wish her all the best for her future endeavor.

Prof. Ankit Garg

(Asst. Prof)

INMANTEC, Ghaziabad
DECLARATION

I “Shalu Singhal” hereby declares that the work which is being presented in this report
entitled “CUSTOMER RELATIONSHIP MANAGEMENT” is an authentic record of my
own work carried out under the supervision of Mr.

The matter embodied in this report has not been submitted by me for the award of any other
degree

Department of Business Administration. Name of Student: Shalu Singhal


Date:

This is to certify that the work which is being presented in this report entitled “CUSTOMER
RELATIONSHIP MANAGEMENT” is an authentic record of the student carried out under
my supervision. The statements made by the candidate are correct to the best of my
knowledge.

Prof. Ankit Garg Name of supervisor:


Mentor (STPR) Designation
Date: Date:
ACKNOWLEDGEMENT

First of all, I bow in reverence of almighty God, the creator and sustainer of this universe for
providing me enough patience, zeal and strength that enabled me for successful completion of
this study.

I would like to thank MR. ANKIT GARG faculty - Management Department in


INMANTEC GHAZIABAD for his valuable support and guidance.

I would like to extend my heartiest gratitude towards every member who has guided and
supported me and participated to complete this report.

Lastly, I would like to thank my family for their valuable suggestions and moral support.

DATE: ________________

PLACE: ________________ (SHALU SINGHAL)


PREFACE

The summer program offered by the INMANTEC College is an enlightening course for those
who are wishing to improve their Business administration skills, with their knowledge. This
is a unique course which is the collaboration of BBA. It not only develops your management
talent but also develop your technical skill. It imparts the necessary theoretical knowledge
about the field but also provides an opportunity to practically experience the application of
the business administration fundamentals in the corporate as well as the non-corporate
sector.

I was unaware about the role of exchanges and depositories in the secondary market. Here I
really got practical knowledge about the role of SEBI, NSE, and BSE etc. in the secondary
market. Now I am aware about the buying and selling system in the secondary market
through broking firm or sub-broker. I am very much thankful to Mr. Jicky Thomas, Branch &
Product Head, main branch Mahalaya complex C. G. Road, Ahmedabad.

I therefore have pleasure to present my training report, which, I hope as per the curriculum
requirements.
TABLE OF CONTENT
Particular Page No.
1. Introduction of the CRM 1

2. Objective of the CRM 12

3. Research Methodology 14

4. Literature Review 19

 Training 35

 Importance & Needs of Training 36

 Types of Training 37

 Methods of Training 37

 Recommendation & Conclusion 39

 Training Adopted by us at Angel 41

 Training Under Different Departments 42

 Problems Faced at the Time of Training 43

 Suggestions to Improve 44

5. Industry Analysis 45

 Industry Analysis at Indian Level 46

 Major Players in the Industry 62

 SWOT Analysis 67

 Past Performance 72

 Products & Services 73

6. Data Analysis 79

7. Limitations 83

8. Findings 85

9. Suggestions 87

10. Bibliography 89

11. Questionnaire 91