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    "Customer Relationship Management in ICICI Bank": A Study On

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    Mubeen
    This document is a project report submitted to Jawaharlal Nehru Technological University-Hyderabad by P. Chaitanya Anil Varma to fulfill the requirements for a Master of Business Administration degree. The project examines customer relationship management practices at ICICI Bank. It includes chapters on the objectives and need for the study, research methodology, literature review, company profile, data analysis and interpretations, findings, suggestions, and conclusions. The project was conducted over 45 days at ICICI Bank under the guidance of Dr. M.V. Narasimha Rao to analyze how the bank manages relationships with customers.

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    "Customer Relationship Management in ICICI Bank": A Study On

    Uploaded by

    Mubeen
    117 views6 pages
    This document is a project report submitted to Jawaharlal Nehru Technological University-Hyderabad by P. Chaitanya Anil Varma to fulfill the requirements for a Master of Business Administration degree. The project examines customer relationship management practices at ICICI Bank. It includes chapters on the objectives and need for the study, research methodology, literature review, company profile, data analysis and interpretations, findings, suggestions, and conclusions. The project was conducted over 45 days at ICICI Bank under the guidance of Dr. M.V. Narasimha Rao to analyze how the bank manages relationships with customers.

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    This document is a project report submitted to Jawaharlal Nehru Technological University-Hyderabad by P. Chaitanya Anil Varma to fulfill the requirements for a Master of Business Administration degree. The project examines customer relationship management practices at ICICI Bank. It includes chapters on the objectives and need for the study, research methodology, literature review, company profile, data analysis and interpretations, findings, suggestions, and conclusions. The project was conducted over 45 days at ICICI Bank under the guidance of Dr. M.V. Narasimha Rao to analyze how the bank manages relationships with customers.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    117 views6 pages

    "Customer Relationship Management in ICICI Bank": A Study On

    Uploaded by

    Mubeen
    This document is a project report submitted to Jawaharlal Nehru Technological University-Hyderabad by P. Chaitanya Anil Varma to fulfill the requirements for a Master of Business Administration degree. The project examines customer relationship management practices at ICICI Bank. It includes chapters on the objectives and need for the study, research methodology, literature review, company profile, data analysis and interpretations, findings, suggestions, and conclusions. The project was conducted over 45 days at ICICI Bank under the guidance of Dr. M.V. Narasimha Rao to analyze how the bank manages relationships with customers.

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    You are on page 1of 6

    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: (P.CHAITANYA ANIL VARMA)

    PLACE: 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 2.3 Limitations of the study
    CHAPTER-3(REVIEW OF
    LITERATURE) 8-9
    3 3.1 Review of Literature
    CHAPTER-4(COMPANY PROFILE) 10-16
    4.1 Industry Profile
    4 4.2 Company Profile
    CHAPTER-5 (DATA ANALYSIS &
    INTERPRETATIONS) 17-30
    5 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

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