Chaitanya---fr.docx

A STUDY ON

“customer relationship management in ICICI bank” AT

“ICICI BANK” SUBMITTED To JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY-HYD IN PARTIAL FULFILMENT OF THE REQUIREMENTFOR THE AWARD OF DEGREE OF MASTER OF BUSINESS ADMINISTRATION BY

P.CHAITANYA ANIL VARMA 16R21E0097 UNDER THE GUIDENCE OF Dr M V Narasimha Rao Head of the department

CERTIFICATE

This is to certify that P.CHAITANYA ANIL VARMA student bearing Roll .No 16R21E0097

has successfully completed the project report on “CUSTOMER

RELATIONSHIP MANAGEMENT IN ICICI BANK” towards partial fulfilment of the award of degree ‘Master of Business Administration’ with specialization in marketing

for the academic year 2016-2018 and submitted to

MLR Institute of

Technology (Autonomous), Hyderabad

Dr M.V.Narasimha Rao, Head of the department, MLR Institute of Technology, Dundigal, Hyderabad.

EXTERNAL EXAMINER

INTERNAL EXAMINER

DECLARATION

P.CHAITANYA ANIL VARMA

do here by declare that the project

report entitled “customer relationship management in ICICI bank” being submitted to MLR Institute of Technology (Autonomous), JNTU, Hyderabad is my own piece of work and it has not been submitted to any other institute or published at any time before.

(P.CHAITANYA ANIL VARMA) ROLL NO: 16R21E0097

ACKNOWLEDGEMENT

I am very thankful to the management of ICICI, who provided me with all the vital information required for the project work and gave me an opportunity to make up a live project viz, “CUSTOMER RELATIONSHIP MANAGEMENT IN ICICI

BANK” for the stipulated period of 45 days. The organization provided me with all the inputs required in making the project very knowledge. I am very grateful to Mr. MANOJ, regarding the organization in spite and helped me a lot in understanding the various trends and fluctuations in the customer relationship

management in ICICI bank. I am thankful to Dr.M.V.Narasimha Rao HOD, MBA and also LAXMI PRASANNA Associate professor, who has helped me a lot and encouraged me whenever I needed help and guided me to make the study more in-depth and accurate. He was always there as a strong pillar of support throughout the making of the project. I am thankful to SHRI MARRI RAJASHEKAR REDDY garu our college secretary, Principal Dr. K. Srinivas rao for providing us with all the support in the form of infrastructure and other amenities which are very helpful in carrying out our project study in the campus. I am thankful to all the staff members of MBA Dept., who are very co-operative with and helped me to get the details that were required for the survey and to give their opinion and suggestions during my survey.

DATE: PLACE:

(P.CHAITANYA ANIL VARMA) 16R21E0097

ABSTRACT

Client relationship association (CRM) is a way to deal with deal with a's relationship with present and potential clients. It utilizes information examination about clients' history with a relationship to overhaul business association with clients, particularly concentrating on client upkeep lastly driving courses of action growth.[1]

One essential bit of the CRM approach is the frameworks of CRM that store up information from a degree of various correspondence stations, including an affiliation's site, phone, email, live visit, showing materials, and all the all the more beginning late, social media.[2] Through the CRM approach and the structures used to empower it, affiliations take in extra about their proposed interest get-togethers and how to best think about their requirements. The likelihood of client relationship association began in the mid 1970s, when buyer endurance was assessed utilizing yearly reviews or by cutting edge asking.[citation needed] around by then, affiliations anticipated that would depend upon self-sufficient bound together PC frameworks to robotize deals, yet the level of headway engaged them to describe clients in spreadsheets and records. In 1982, Kate and Robert Kestnbaum showed the likelihood of Database publicizing, especially applying quantifiable techniques to analyze and store up client data.[3] By 1986, Pat Sullivan and Mike Muhney discharged a client assessment framework called ACT! in context of the manage of bleeding edge rolodex, which offered a contact association advantage all of a sudden. The basic open-source CRM structure was made by SugarCRM in 2004. Amidst this period, CRM was quickly moving to cloud, because of which it ended up open to sole business visionaries and little social occasions, and experienced an enormous flood of cost reduction. Around 2009, engineers started considering the choices to benefit by electronic frameworks organization's imperativeness, and masterminded gadgets to engage relationship to end up available on the total of clients' most revered systems. Different new associations at the time profited from this case to give solely social CRMsolutions, including Base and Nutshell.[5] that year, Gartner managed and held the rule Customer Relationship Management Summit, and portrayed out the highlights structures should offer to be named CRM solutions.[7] In 2013 and 2014, the vast majority of the obvious CRM things were related with business learning frameworks and correspondence programming to enhance corporate correspondence and end-clients' understanding. The rule configuration is to supplant sorted out CRM strategies with industry-particular ones, or to make them satisfactorily portable to address the issues of each business

CONTENTS S:NO

CHAPTER

PAGE NO

CHAPTER-1(INTRODUCTION)

1-3

1.1 Objectives of the study 1

1.2 Need of the study CHAPTER-2(RESEARCH DESIGN)

4-7

2.1 Research Methodology 2.2 Scope of the study 2

3

2.3 Limitations of the study CHAPTER-3(REVIEW OF LITERATURE)

8-9

3.1 Review of Literature CHAPTER-4(COMPANY PROFILE)

10-16

4.1 Industry Profile 4

5

4.2 Company Profile CHAPTER-5 (DATA ANALYSIS & INTERPRETATIONS)

17-30

5.1 Data Analysis & Interpretation CHAPTER-6(SUMMARY & CONCLUSION)

31-33

6.1 Findings 6.2 Suggestions 6

6.3 Conclusion BIBLIOGRAPHY

34

QUESTIONNAIRE

35-37