Project Report

On
A STUDY OF CUSTOMER RELATIONSHIP MANAGEMENT
With special reference to
Impulse Relocation
Submitted by
Shibaj Pathan
(M.Com-Part II)
SUBMITTED TO
SAVITRIBAI PHULE PUNE UNIVERSITY
IN THE PARTIAL FULFILMENT FOR THE DEGREE OF MASTER OF
BUSINESS ADMINISTRATION
UNDER THE GUIDANCE OF
Prof. Dr. Hasinuddin
Through
THE PRINCIPAL
Poona College
PUNE

DECLARATION

I the undersigned, Mr. Shibaj Pathan student of Puna College . A hereby declare that this project
work entitled on CUSTOMER RELATIONSHIP MANAGEMENT has been completed under
the guidance of Prof. Dr. Hasinuddin.
It is my original work and has not been copied from any other source or project work submitted
to the University

Place :

Date

ACKNOWLEDGEMENT

It gives me immense pleasure to present this report on CUSTOMER RELATIONSHIP

MANAGEMENT. The project work has brought out significance of sincere efforts, teamwork,
guidance and support that makes a project successful. I take this opportunity to acknowledge the
guidance and encouragement of all those with whom I have interacted during the course of this
project.
I would like to thanks to my project guide (Prof. Dr. Hasinuddin) for his valuable
suggestions during the project work. I would also like to thanks to our principal sir, teaching and
non teaching staff of the college for their support and encouragement..

Youre Sincerely

(SHIBAJPATHAN)
Master in Business Administration

INDEX
Chapter no

Page no

Chapter name

Introduction

Company profile

Research design and methodology

DATA Analysis & Interpretation OF DATA

Findings & Suggestion

Conclusion

Bibliography

Annexure

CHAPTER 1
INTRODUCTION

EXECUTIVE SUMMARY
Customer relationship management is process of carefully managing detail information about
individual customer and all customer touch point to maximize customer loyalty .a customer
touch point is any occasion on which a customer encounters the brand and product from the
actual experience to personal and mass communication to actual observation .it is typically
In todays computational world each businessmen is trying to attract more customers towards
their products and services. For making more profits each businessmen is trying to apply new
techniques in there day to day activities. The attraction of new customers is an very important for
any kind of the business but also it becomes very important to hold

the old customers

purchasing the products again and again. Hence for this the customers are satisfied by the
businessmen also it becomes very necessary to keep good relations with their old customers.
Hence to make the good relations and to learn more profits through these relations the customer
relations management is done by some of the management people in the organization. To keep
track of these relations now days some services companies are engaged in providing the services
in to market to keep good track of customer relations management.
The type of interaction and the process for effectively using them are organization in to three
categories:

Operational crm: the main objective to make routine marketing operation such as sales
calls services program customer support activity more efficient by keeping track of
customer purchase history, service, and special request a firm can do better job and
participant the customer need deciding which new product are best suited to the customer

operation and providing per active maintainer before problem occur.

Analytical Crm: the objective to be effectively analyses all the available data about of
customer they involve margin data from internal company source such as building and
payment history data generate by the customer such as average invert amount and record
schedule and data from third party such as government and credit survey. The analyses of
such data help a firm assess a customer current and potential profitability and satisfaction
and loyalty.

Collaborative Crm; the objective is to provide mechanism for customer to interact with
the brochure or printed catalog this is an effort regularity tap in to what the customer
thinking example include incoming call center seller sponsor chat room where customer
can communication with any one and regular satisfaction survey, encouraging customer

input permit a firm identify before regular that disrupt the relationship
The Level at which crm is conduct depend on the organization. Good sales people have
always practice some form of it. But often there effort was informal and as a result
missed important information. Today formal can approach combine sophisticated sot
were that can link firm with its customer, utilize the internet to move data quickly and
more fast data mining technique that can look for pattern and meaning in to database that

far exceed what the human mind can accomplish.

Several traditional business practices tend to discourage relation building. For example
compensation plan for sales people the toward volume of sales many result in the
customer need. The coming accounting need practice of trending each department in the
firm as a cost center cause manager to focus on the cost minimization rather than
customer service. And even the procedure of setting individual department performance

goal may foster an environment of competition rather than co-operation.

Building and maintaining relationship requirement changing the way of business is done
for example apple computer which one relies on dealers. Recording that many of its
larger customer need special service need. To satisfied segment of the market and
maintain its stronger large customer whoever amount of customer of the order taken by
the sales force calling directly on about dealer for fulfillment to ensure that are involve as
well.

OBJECTIVE

The main objective of the project is to study how the customer relation management will
play an important role in the increase the sale of the organization. Also to study how good
relations are maintained throughout the business world, this will be very useful to me in my
future professional as well as personal life.
The study of the topic is completed in the impulse relocation which are running smoothly since
the last 4 years in the market. The impulse is having their customers in India also outside the
India hence there is lots of scope to study the topic.
The topic of Increasing services By Maintaining Customer Relationship is selected because it
is very important topic in any kind of the business organization. This will play a key role to make
any kind of business successful. Also with this topic it becomes very easy to learn more about
business strategies also the behaviors of the customer.
During this project work the important objective is to study the term customer relations management
for smooth running of the organization also for increase in sales of the products is taken into
consideration.

SCOPE
The scope of the study is to observe the importance of relations to make more profits for the
organization. Also to find out through which ways to maintain good relations with customers.
The impulse relocation is the big name in the services of the relocation in the market of India.
The company is maintaining good relations with their customers and also it will be able to
generate good revenue from their customer references.
The services of the company are very durable also the good quality of services is maintained
with

the

help

of

all

the

standard

procedures.

The term customer relations management will play a very important role in the organization for
the increasing the profit of the impulse relocation and for maintaining the growth graph
increasing.

Research methodology
While collecting the primary data the questionnaire, observation, interview technique are
used and for colleting secondary data the source used such as companys profile. Publication,
Manual Books, Website etc.

Limitation
Not proper response from the staff and company rule and Regulation is hard and not there
was found less amount of time.

Finding
Some of the customers were dissatisfies excuse the deliveries of the good were not on
time due to some problem faced during the time transportation. And unloading facility are also
given to the customer according t their will.

Suggestion
The delivery service was fast and the customer was satisfied as companys official reports them
on the time when they were called by them.

Conclusion
There were many customers who wanted the quotation of the goods via mail service but were not
given the email facility as the working members had no idea of giving the quotation via mail.

CUSTOMER RELATIONSHIP MANAGEMENT

Customer relation management or customer relationship management can be seen as follows:
customer relation management is an enterprise wide business strategy designed to learn
about customers needs and behaviors to organize and manage customer relationships to
maximize profitability and minimize expenses. A well planned customer relation management
can be viewed as a strategic process merging strategy and system to amalgamate information
from across the company (sales, marketing, finance, accounting, etc.) To offer a complete view
of the customer and develop stronger relationships with them. Information gained from all
internal and in some cases, external, sources allows the company to complete a full 360 degree
view

of

their

customer

in

real

time.

In effect, customer relation management allows your organization to develop a relationship with
your clients and make your operations more efficient.

Customer relationship management (CRM):

Is a widely-implemented strategy for managing a companys interactions with customer,
clients and sales prospects? It involves using technology to organize, automate, and synchronize
business processesprincipally sale activities, but also those for marketing customer service and
technical support The overall goals are to find, attract, and win new clients, nurture and retain
those the company already has, entice former clients back into the fold, and reduce the costs of
marketing and client service. Customer relationship management describes a company-wide
business strategy including customer-interface departments as well as other departments.

INRODUCTION OF THE STUDY

Customer relationship management is a process of current and future customer

integration and it is a process of carefully managing detail information about individual customer
and all customer touch point to maximize customer loyalty.
A customer touch point is any occasion on which a customer encounters the brand and product
from actual experience to the personal or mass commutation to the casual observation.
For a hotel the touch point reservation checking and frequent stay program room service business
service exercise facility laundry facility and restaurant and bars
for instance the for season relies on personal touch such as a staff that always address guest by
name .high power employee who understand the need of sophisticated business traveler and at
least one best one in reason facility such as a premier restaurant or spa .
Sometime touch point are where you least expect ,such as in customer billing Microsoft global
CRM product manager.
Karen smith related what happened when a telecomm nation face book mailing and many more
and company covered to unified billing one bill all for line to cut company cost .
One of the customer require a slightly modified version of unified billing to suit his expense
submission purpose.
The frosted customer then switch his two business or another line or another telecomm nation
company but lost his discount with the original provider ,which still had his personal account
Even more frustrated, the customer then moved all his business to the new telecomm nation
company.

Say smith we may think that something will be great to do for our business and customer .but
before action we need to really step in to their shoes. Companies focus CRM functionally and
integration ,but they forget about some of the basic touch point .
CRM enable companies to provide excellent real time customer services through the effective
use of individual account information.
Base on what they know about each valued customer, companies can customize market offering,
service program services, message and media .CRM is important because a major driver of
company profitability is the aggregate value of the company customer base.

Marketing memo
Building a customer relationship with rural customer demonstrate the important of the customer
relationship marketing in the rural context.

ONE TO ONE MARKETING

Some of the ground work for CRM was laid by done pepper and Martha roger .pepper and roger
outline a four step framework for one to one marketing that can be adapted to CRM marketing
follow
1. Identify your prospect and customer dont go after everyone. Build maintain and mine
a rich customer database with information derived from all the channel and customer
touch point.
2. Different customer in term of there need value to your company = spend proportionately
more effort on the most valuable customer .apply and estimate net present value of all
future profit coming from purchase ,margin level and less specific customer service cost.
3. Interact with individual customer to improve your knowledge about their individual need
and build strong relationship formulated customer offering that you can commutate in all
personalize way.
4. Customize product, service, and message to touch each customer facilities customer
company interaction through the company contact center and website.
5. The practice one to one marketing .how ever is not for every company. they require
information collection ,hardware and software may rxceed the point.
6. It work best for company that normally collect a great deal of individual customer
.information carry a lot of product that can be cross sold .carry sold product of high value
7. Enhancing the growth potential of each customer through share of wallet cross selling
and up selling =new offering and opportunity increase sale from existing customer
Harley davidson sell more accessories such glove leather jacket helmet and sunglass then
motorcycle. it dealership more than 3000 item of clothing some shop having fitting
rooms.
8. Making low profit customer more profitable or terminating them=to avoid the direct need
for termination ,marketer more than encourage profitable customer buy more or in large
quantity ,forgo certain feature or service and pay higher amount or fees .bank phone
company and travel agency are all now changing for free service more to ensure
minimum customer revenue level.
9. Focusing disproportionate effort on high value customer =the MVE can be treated in a
special way. Thoughtful such as birthday greeting small, gift, or invitation to special sport
or art can a strong positive single to the customer.
10. Attracting and retaining customer = companies seeking to expand their profit and sale
must spend consideration time and resource searching for new customer .to generate

lead ,they develop and ads and place them in media that will reach new prospect, send
direct mail and make phone call to possible new prospecy.send direct in traders show
where they might find new lead purchase name from list broker and so on.
11. Cultivating customer relationship =maximize customer value mean cultivating long term
customer relationship company are now moving away from wasteful mass marketing to
precision marketing design to build design strong customer relationship management .
Today economic support by information business. Information has the advantage of being
easy to different, customize personalize and dispatch over network at incredible speed.
12. Information cut way, from instance customer now have a quick and easy mean of doing
comparison shopping website .the internet also facility commutation between customers.
Website such as epinions.com Amazon .com enables to share information about their
experience with various product and services.
13. Building loyalty creating a strong tight connation is the dream of marketer and often the
key long term marketing success. companies that want to from strong customer bond
need to attend to a number of different consideration .on set of research see retention
building .activity as adding financial benefit , social benefit or structure ties .
14. There are following section important four type marketing activity the company is using
to improve loyalty and retention.
Create superior product, service and experience for the target market.
Get cross department participate planning and customer satisfaction and retention

process.
Run award program recognize outstanding employee.
Assess the potential of frequency program and club marketing program.
Make to easy customer relationship management to reach appropriate company

personal and express their needs.

The customer loyalty program that company can offer are frequency program and
club marketing program

Customer Relationship Management plays a very vital role in our daily life style business. It is
due to the help of the CRM that we come to know about the new methods and techniques of
doing business in the modern world. It is due to the help of CRM that there is a good relationship
between the customer and the organization. It is the behavior and the goodwill of the company
that bounds the relationship between the customer and the organization. For doing any kind of

business one must consider that customer satisfaction is very much important and that there
should be a good relationship between them.

Some of the benefits that we get from the study of CRM for our organization (Impulse
Relocation A) are as follows:-

Service.
Quality and time assurance.
Reasonable rate.
Attention of the Customer.
Show Sympathy.
Show Politeness.
Follow ups.
See Customers Opinion.

SERVICES:

The first and utmost thing that is been done is the service that are been provided to the customer
are of the finest quality and that too of the most preferable one. Services are something that is to
be provided with outmost dedication. Any kind of unfair or not proper service can result in the
disturbance of the CRM and also affects the business somehow.

QUALITY AND TIME ASSURANCE:

The type of quality that is been delivered to the customer are of very good and fine quality. There
is no complaining against the quality provided by the organization. The customers are provided
with the correct time assurance. There are not often delays in the door to door service of the
product. If there is any kind of problem or if there is going to be delay in the service then the
customer are been time to time informed about the location of their product.

REASONABLE RATES:
The rates that are been provided to the customer are reasonable rate so that the customer is also
satisfied with the rate that is provided to them. The rate provided should not be too low or too
high. It should be average so that the customer is also satisfied and that the organization is also
not on loss.
ATTENTION OF THE CUSTOMER
The vital steps are to gain the attention of the customer. Attention of the customer is very much
important as the attention of the customer helps a lot in this field. The basic requirement of the
customer their need and desire can only be fulfilled when we pay attention to the customer. A
good organization also keeps a care of the customers from the starting point of business till the
end point of the customers requirement.

SHOW SYMPHATY
If the customer is in problem or has already faced some kind of problems then we should try to
show sympathy and should not shout on the customer. As long as we can we should try to
understand their problem and bring out a solution for it.
SHOW POLITENESS

While talking to the customer we should be politeness. There should be politeness under us so
that the customer can feel a feeling of brotherhood. We should not behave rudely with the
customer as doing this can create a bad impression on the customer.
FOLLOW UP:
We should maintain a diary were we can keep the details of the follows ups to the desired
customers. Although the work has been done, we should keep in contact with the customer as it
makes the customer feel good and this creates a good impression of the organization. This also
helps us in the way that the customer gives references to others which matters a lot the
organization.

The Ways How CRM Tool Can Improve Services

1. CRM Tool Can Be Customized To Give Access To Members Of The Services Team
While They Are On The Field. This Can Be Facilitated By Giving Access To Services
Personnel From Their Hand Held To The Central System.
2. Data From All Departments Can Be Integrated Into The CRM. This Provides Adequate
And Timely Information To Services Personnel Without Time Delays.
3. Provide services People Whereby They Can Get Responses For Customer Issues From
The Required Department Without Any Time Lag.
4. Annual Reports Will Help The Management To Take Key Decisions Regarding Future
Plans. Using CRM For Services Support Keeps The Management In Constant Touch
With The Current Trends On The Services Front
5. Setting Standard Reporting Templates For Services Personnel On A CRM For Services
Support Saves A Lot Of Time And Can Help Them Focus More On Other services
Activities.
6. The Top Management Can Remain Connected To The System At All Times So That
Urgent Queries And Requests Can Be Handled Effectively.
7. Social Media Is The New Buzzword, And Providing Access To Social Media
Applications On The CRM For Services Support Tool Will Help Sales Staff To Check
Background Details Of Potential Customers.
8. Services Staff Can Be Kept Updated By Providing Live And Relevant News Feed On
The System.
9. Automation Of Important Customer Centric Processes Like Order Processing Etc
Ensures That Services Force Needs To Spend Only Minimal Or No Time At All On
Such Aspects.
10. Phone Systems Integrated Into The CRM Tool Helps To Pull Out Relevant Data Faster
And Helps In Saving Time.
11. CRM For Services Support Helps To Automate Processes Such As Quotation
Generation Etc. This Ensures That Services Personnel Can Respond To Enquiries
Quickly And Will Result In Faster Services.
12. Another Advantage Of Using CRM For Services Support Is Effective Lead
Management. CRM Helps The Services Force To Identify Potential Leads And Act
Upon Them Quickly.
13. Support Tools And Documents Required For services Purposes Like Returns
Calculators, Product Brochures Can Be Made Available Via CRM.

14. CRM Enabled Environment Ensures That Duplication Of Data Does Not Happen. As
The Data Available On The System Is Visible And Accessible Duplications Are Largely
Avoided.
15. Services Staff Can Be Provided With Relevant Information Which They Will Require,
To Keep Them Aware Of Any Likely Key Customer Issues Or Latest Offers And
Schemes.

The Above Mentioned Points Are A Few Indicators As To How A CRM Tool Can Be
Effectively Utilized To Improve The Performance Of The Entire Services Division Of An
Organization

NEED FOR THE STUDY

WHY THIS STUDY?
Using this customer relation management

strategy, a business can increase revenues by:

Providing promotions, services and products that are exactly what your customers are looking for

Offering better customer service

Cross services products more effectively and quickly
Helping services staff close deals faster
Retaining existing customers and discovering new ones
Building a relationship with your customer

Customer

relation

management

involves

three

overall

parts: people,

process

and

technology and sews these parts together in an unobtrusive and harmonious manner.
Technology can help automate services and marketing flow, so that more menial tasks are done
by the technology, freeing your people to better do their jobs. Customer relation management
helps

your

people

by

enabling

them

to

do

their

jobs

even

more

effectively.

Customer relation management helps your company by automating many processes, which
helps to retain knowledge in the company and enhance the customer experience. A customer
who makes daily or weekly orders will be treated like a person, not a number. Any special
promotions or marketing packages relating to their buying habits can be promoted to them in an
unobtrusive manner.

WHAT

IS

THE

BEST

WAY

TO

IMPLEMENT

CUSTOMER

RELATION

MANAGEMENT?

A successful customer relation management implementation begins with a business process

review involving all levels of staff. If they don't feel like a part of the process, your system will
not be easily pushed upon them. The implementation depends on the size of the project and the
modifications involved.Keys to success: let the employees know from the start and have them
help build and test the system.

A successful implementation of customer relation management is not about new software, it's
about following a refined business process. People tend to resist change unless they are a part of
that change, and 21customer relation management system works with your company to guide
projects from beginning to completion with staff buy-in.

The past decade has seen incredible enhancements to software that small to mid-market
businesses can afford. You can implement customer relation management at a much faster pace
than large companies which take a while to turn around.

CHAPTER 2
COMPANY PROILE

IMPULSE
RELOCATION

Impulse Relocation
Services Offered: Packers and Movers, Household Goods Shifting,
Industrial Shifting, Commercial Goods Transportation Services, Loading
and Unloading Services, Packaging and Unpacking of your belongings

Impulse Relocation is a well reputed organization that provides quality packers movers
services. We perform our work with due precision and quality. This organization hires the best
available professional experts in the field. Our team of champions always tries their best to
provide world class services to its customers.

Company name : Impulse relocation

Branches

: pune Bangalore, hydrabad, delhi ,ahmedabad,Punjab,

Delhi, Kolkata, guwahati,

Corporate office : Pune

Address

: Pune

Owner

: Mr. Tarique Aziz.

Establish date

: 2010

Contact no

: 9765578619

Email id

: info@impulserelocation.com

Mission

Our mission is to provided world class services to customer with customer with maximum
efficiency and satisfaction

The Services We Provide

Impulse Relocation services cover almost all your need while relocating or shifting. Specifically,
we deal in the areas mentioned below.

Household Relocation Services.

Car Carrier Services.
Corporate Relocation Services.
Warehousing Services.
Pet movement.

Household Relocation Services

If you have been planning so long to leave your place or city for your career advancement but
house hold shifting nightmares are haunting you, we are waiting here to end all your worries.

Packing Process
we agree with you that household items are numberless and shifting of these delicate items needs
expertise. So, all of your household items are packed with utmost precision, loaded very
carefully into the trucks and transported to the desired destination very soon. We operate with the
utmost care and perfection is what we aim for, therefore offering reliable and prompt packing
process is never difficult for us. The packing of the household goods is always done in the
supervision of an expert so as to ensure that no damage is done to your goods when they are
transported from one place to another.

Transportation Process
We maintain an excellent fleet of sturdy vehicles so that moving your consignments from one
place to another may always be done promptly and efficiently. We have the whole range of light
as well as heavy vehicles that will suit and meet your every need. One member from our team
always accompanies the vehicles till they reach their destination

Loading and Unloading Process

The personnel involved in the loading and unloading process of your household goods are skilled

ones and they understand their job well. They make sure that all your precious household goods
are delivered safely and intact in their new home.
We also have a huge warehouse to store these goods to keep them safe. If you want the further
security and fool proof protection of your belongings, we provide risk insurance on these
services.

Unpacking Process
If you want to get this stuff to be unloaded and set up properly in your new dream home , we will
assist you in this also. So, the goods are unpacked and rearranged in the same manner, they were
in your earlier home.

Escorts
The unflawed condition of goods is what we always look for be it packing, transportation,
loading, unloading and other processes like unpacking. Therefore we keep a close watch on the
movement of your goods by keeping a member of our staff team always accompanying these.

Customer Satisfaction
We always provide personalized services to our esteemed customers by planning the execution of
our services to a nicety. Our prompt and safe services have won us trust from our customers
whereas the quality of our services has resulted in high customer retention by our company.

Car Transportation Services

Gives royal treatment to your 'darling-on- the- wheels' or your car. We handle it with utmost care
so that it is free of any scar. We never forget your concerns regarding its safety while transferring
it. We use specialized car trailers to transfer your car. It helps to keep your car safe while loading
or relocating it. As you will see, our skilled staff is habitual to performing its task in time and
with perfection.

We have developed expertise of sort on car transportation services so we can presume all needs
of our customers well in advance. We try to provide our world class services on most competitive
rates in the market.
We take the help of our various car trailers so that we can transport your cars all over India on
door-to-door basis. Our workers keep the trailers and containerized trucks well-maintained to
ensure the smooth and timely delivery of your cars.
Impulse Relocation and Movers has its offices in New Delhi, Mumbai, Bangalore and Chennai
including Hyderabad, Pune, Chandigarh, Ghaziabad and Rudrapur also. We are always there to
help you at all of these offices. If you need any details, our supportive staff will provide these as
per your convenience. We give highest priority to our customers' complaints, if any. It is rectified
without

any

delay.

So, why not give us a chance to prove whatever we have claimed here? Please rest assured about
the safe transferring of your car. We really mean it.

Corporate Relocation Services

Central Cargo deals in relocation of corporate goods all over India. We ensure door to door
transportation, excellent domestic relocation services with the help of our rich experience and a
vast network of road transport & airline agents.
We save your valuable time and money. Our corporate relocation services have been specifically
designed for this. We relocate the offices, business & industrial goods throughout the country.
Umpteen numbers of PSUs, private sector companies and small scale units comprise our client
list.

Relocation Services

This important segment we relocate industrial equipments, fixture, furniture, computers,

cabinets, hospital equipments, three and four wheeler vehicles etc. To deliver these things in a
timely, cost efficient manner with safety we use our computer assisted transportation,

Services at your door step

we pick up the goods as per your convenience and deliver them to you in the same condition
earliest possible. Goods are packed, transported, loaded in the appropriate vehicle and delivered
to the desired destination.

Customized Services
IMPULSE RELOCATION always keeps in mind the specific needs of its corporate customers.
We provide excellent services to them.

Warehousing Services
We ensure safe and secure cargo warehousing to our customer impulse relocation and movers so
control checks the goods. Its clients always enjoy the higher efficiency. It also provides
warehousing services in custom warehouse and terminal and in the warehouse for cleared goods.
All the tasks related to warehousing of goods and belongings are dome under the supervision of
experts who belong to the same industry and bring with them years of experience and expertise.
Security being our main concern, we always maintains superior quality control of our services.
And, needless to say, our long list of clients says it all. We are available round the clock and
welcome the suggestions and feedbacks from our customers and clients to improve upon the
services more and more.

Pet Movements

A pet is often regarded as a part of the family, the decision to move your pet overseas is
emotional and economical. The following Dos and Dont for bringing your pet into India are
recommended.

Travel Arrangements:

It is preferable to take your dog or cat as accompanying baggage. This necessitates

making advance shipping arrangements and reservations.

Few airlines permit a very limited number of small pets in airline containers in the

airplane cabin. Most are transported in the cargo area.

Airlines provide kennel containers of various sizes, for a charge. It may be possible to
rent one, but the health of previous occupant is questionable. So unless you can clean it is

advance to your satisfaction, this is not recommended.

Request for kennel by the size of your pet. You must let your pet get accustomed to the

shipping crate or kennel a week before shipping.

An extra supply of your pets flea collar, tick sprays should be added into this shipment as

that particular brand may not be available in India.

You must tag your pet with identification on its collar and an emergency telephone
number. Attach a card to the kennel itself with your pets name, complete destination

information and the emergency phone number.

Telephone the connecting airline to inform them of your pets needs and confirm their
specific procedure and timing for putting your pets on board. The layover countrys

regulations should be checked to see how they pertain to in-transit animals.

Water your pets before departure, but do not feed. Eating close to flight time can cause air

sickness.
Do not tranquilize your pet without your veterinarians approval and his

recommendations and medical dosage.

Remember to make travel arrangements so that your pet will arrive on a weekday to
avoid the possibility of custom facilities not being open. This could mean no care, no
food.

Import of Pets:
Domestic pets are allowed to be imported into India but subject to obtaining an import license,
which must be applied for at least three weeks before arrival of the pet into India. To ensure a
smooth clearance the moving company would require

A health certificate from a veterinary officer authorized to issue a valid certificate at the

country of origin
A Rabies vaccination certificate more than a month old but within a year prior to actual

embarkation
Shippers Passport,
A letter from the employee authorizing the moving company to arrange for customs
clearance of the pet. In addition to the above a clear copy of the airway bill and flight
information should be faxed to the moving company at least 72 hours prior to arrival of
pet (this excludes holidays) so as to obtain prior permission from the Indian Customs and
arrange for the government veterinary to be present at the air cargo complex to verify all
relevant documents.

Pet food can be imported but is subject to customs duty approximately 84% of the customs
assessed value.

Other Cancers:

Consult your vet regarding shipment of your pet(s) in hot weather as well as the pets

ability to adapt to Indian (tropical) climate.

Very old pets or those with illnesses may not do well in the Indian climate. Many pets

develop a variety of skin rashes.

Hotels in India do not normally accept pets: kennel facilities are not considered up to

Western standards.
Bring an adequate supply of any regular medication and flea collars.
In India you pet may spend more time indoors, this is mainly because of aggressive stray
animals, your pets will require careful supervision when outdoors.

Pet Moving Services Offer:

Pickup and delivery

Light kennels meeting IATA & USDA standards
Health certificate consultation and documentation
Air cargo routing and reservations
Per flight boarding and/or pet port of entry services

Company Branches

1. Delhi.
2. Nagpur.
3. Mumbai.
4. Pune.
5. Hyderabad.
6. Bangalore.
7. Ahmadabad.
8. Punjab.
9. Haryana.
10. Kolkata.
11. Guwathi.
12. Ambala.

Company Competitors.

Aggarwal DRS Group Nigdi.

Professional Packers Shivaji Nagar.
Balaji Movers Chinchwad.
Excellent Packers Khadki.
Om Packers & Movers Katraj.

Key People.

Fame Group.
D-Mart.
Sai Prasad Group.
Big Bazar.
I.T. Sector.
Ant Other ETC.

Company Services.

Packing.
Unpacking.
Loading.
Unloading.
Door to Door Services.

CHAPTER 3
RESEARCH METHODOLOGY & DESIGN

RESEARCH METHODOLOGY
Research in common parlance refers to a search for knowledge. Once can also define research as
scientific & systematic search for pertinent information on specific topic. In fact research is art of
scientific investigation. A careful investigation or inquiry specially through search for new facts
in any branch of knowledge.

Meaning:
Research means the process of getting knowledge and that can be carried out either
arbitrarily or in a systematic fashion. It is a purposive investigation. Research process involves
defining the problem, formulating the hypothesis, organizing and evaluating the data, deriving
inference and conclusion after careful testing.

DEFINE THE TERMS OF MARKET RESEARCH:

The systematic gathering, recording and analysis of all facts about problems relating to the
factors and sale of goods and service for producer to customer.

- By American marketing association

Market research is a systematic, gathering, recording and analysis of data about problem
relating to marketing of goods and services
-

By C.R. Kothari
-

Marketing research is the systematic design, collection, analysis and reporting of data and
findings relevant to a specific marketing situation facing the company.
-

By Philip Kotler

The Market Research Process:

Once the need for market research has been established, most marketing research projects
involve these steps.

Type of Research Design:

PURE RESEARCH
Basic research or pure research is undertaken for the Sake of knowledge without any
intension to

apply it in practice. For example Newtons contributions. It is also known

as basic of fundamental research. It is undertaken more out of curiosity / inquisitiveness

and not necessarily for solving a given Problem.
APPLIED RESEARCH
It is carried out to find solution to a real-life problem requiring an action or policy. It is
problem-oriented and action directed and seeks immediate an practical results. For
example, Market researchers.
QUALITATIVE RESEARCH
It refers to study based on qualitative data in order to get insights into problems or cases.
These involve direct observation of behavior or going through transcripts or undertaking
unstructured interviews and thereafter analyzing them.
UANTATIVE RESEARCH
Research based on the quantitative data is called quantitative research. These studied
measure variable using numeric scales and help precise measurement if date for knowing
trends as also for comparison studies.
DESCRIPTIVE RESEARCH:
Descriptive research includes facts finding enquiries and surveys of different kinds.
Descriptive research provides data about the population or universe being studied. The
main purpose is to describe things in their present form.

EXPLORATORY/FORMULATIVE RESEARCH
Exploratory study is the study into the unknown. It is a preminary study of an unfamiliar
problem. More precisely, clarifying concepts, gathering explanations, gaining insight,
eliminating impractical ideas, and forming hypotheses.

 CONCLUSIVE RESE
Conclusive research is meant to provide information that is useful in reaching conclusion
for decision making. Hypothesis is tested for validity here. This could be done by
descriptive research or by experimental research.
CASUAL RESEARCH:
Casual research explains the causes of social phenomenon. It aims to answer the Why
of any problem. For example, Why do certain states face frequent droughts? These are
explanatory studies and aim to find relationship between variable, i.e., how is one the
cause of another?
EXPERIMENTAL RESEARCH::
A research is conducted by controlling one or more variable and comparing control and
experimental

groups. The effect of one variable is observed while others are held

constant. Some of these are: before and after studies with or without control groups.
SURVEY METHOD:
This is one of the most common method of gathering information in applied social
research. This method involves a systematic and

comprehensive study of particular

community, organization, group, etc,. through interviews, telephone or mail survey with a
view to analyze a given social problem and thereafter present the solution in the form of
recommendations.

HISTORICAL METHOD:
This method involves the systematic examination of the past events to give an account
of what has happened in the past. This method collects facts of different periods by going
back into the relevant past period
CASE STUDY METHOD:

This method is conducted by studying the phenomenon, event, situation, or development

through a thorough and detailed analysis or intensive study. The case may be an individual,
group, community, society, organization, process or any other unit of social life.
FIELS THE STUDY MATTER:
This method involves the direct study of field situations. Here the subjects are observed
under their usual environment conditions and therefore they may or not be aware of being
observed. In this methods, the use of interviews is often resorted to obtain information.
While the survey method has greater scope; field study has greater depth
STATICAL METHOD:
In this method, the data is collected quantitively or by statically methods and may be by
a measure of central tendency of dispersion of correlation of a difference between two
samples.

Research Instrument:
The research methodology instruments used for the primary data collection are as follows,
Questionnaire.
Telephonic Interview method.

After understanding the objectives and requirement, the research instrument I.e. the
questionnaire was used to collect data. Data was collected from concerned person such Retailer
were interviewed so these were the primary sources of information on the basis of which the
analysis of data was done.
Analytical tool:
For analysis of data researcher has used table and pie chart etc and some statistical tools .
Sampling design:
Sampling design is probably for this sample survey of maharastra region.
Sampling unit:
Society member and working professional
Sample size:
The sample size is about 100 people
Sampling Technique:
The sampling technique used for this project is simple random sampling under
probability sampling.

Method of sampling: market survey

Survey time: 10am to 5am
Area of survey : Pune
Limitation of study:
Research problem
Difficulty of collection for actual data

SOURCES AND METHOD OF DATA COLLECTION:

Source of primary data:

Observations.

Interview.
Questionnaires.
Daries.
Clients.

Source of secondary data:

Books.
Online database.
White paper.
Book.
Newspaper.

OBJECTIVE OF THE STUDY

The basic objective of the project is to study in detail all the six organizations with respect to the
following issues.
To understand existing crm policy of impulse relocation.
To suggest the improvement in current crm policy.

SCOPE OF THE PROJECT

The study helps to understand the importance of the customers or clients which are the
key factors of the company so the services given, problem solving percentage, and satisfaction of
customers it means the relationship of the company to take new projects or job work to increased
market share in the market.
The study of CRM has helped the organization in a great way. It is due to the study of CRM that
the organization has come to know the various ways of fulfilling the demand of the customers.
CRM has helped the organization to know the ways of how to build a good relationship with the

customers. The study of CRM gives us an idea of how to deal with the customer in a possessive
manner.

LIMITATIONS

The study is bound to come across some limitation and constrains which made the efficiency
of the same and to some extent deviate it from its main line of thoughts. Though no stone was
left unturned to make the study more precise, accurate and relevant to the objectives, yet there
are some limitations and general problem, which are not worthy to make study meaningful.
Time
Respondent

 TIME
Due to time constraints, sampling was done and the final results could not be grated and
are subjected to fluctuations. The result of the sampling could not be generalized to whole
population or universe.

RESPONDENT

On part of respondent
Lukewarm responses due to busy hours.
Some were not co-operative and it was hard enough to persuade.
Had to wait long time to get response.

CHAPTER 5
PRESENTATION ANALYSIS AND
INTERPRETATION OF DATA

Q1.Are you satisfied with our services?

Response

Yes

No

Respondent in %
Respondent

70
70

30
30

Diagrammatic Presentation:

satisfaction

30%

Yes
No

70%

Interpretation: 70 % of customers are satisfied with the Impulse relocation and 30% of the
customers are not satisfied with the services with the services of Impulse relocation.

Q2. what is opinion about our labor behavior?

Response

Best

Average

Poor

Respondent in %
Respondent

50
50

35
35

15
15

Diagrammatic presentation

labour behaviour

best
average
poor

Interpretation:
According 50% of the customer behavior of labor is best and 35% of customer behavior of labor
is average.and 15%is poor behavior.

Q3. Through which medium of advertising did you hear about the company?

Response

Newspaper

internet

Banner

Through
someone

Respondent in %
Respondent

50
50

30
30

10
10

10
10

Diagrammatic Presentation:

mediem of advertisment

newsperper
internet
banner
throw someone

Interpretation:
50% of the customer know about Impulse Relocation through Newspaper ,30% of the customer
know about Impulse Relocation through internet, 5% of the customer know about Impulse

Relocation through Banners and 10% of the customer know about Impulse Relocation through
someone .

Q4. Do you want any other after services?

A. yes
B. no

No. of Respondent
Respondent in %

Yes
60%

No
40%

services

yes
no

Interpretation:
60%customer is want any other services and remaining 40%customer not want any other
after services.

Q5. Which kind of packing material you want?

A. Carton
B. bubble
C. wrap
D. wooden carton

Respondent

Carton

Bubble

Wrap

Wooden carton

% of respondent

60%

20 %

10%

10 %

packing materials

carton
bubble
wrap
wooden carton

Interpretation
60%customer requirement carton for using packing material and 20%requirement create
bubble and any other customer requirement also wrap10%and remaining all 10% of
customer requirement woodan carton.

Q6. Is your goods delivery as per schedule?

Response

On time

Late

Too late

Respondent in %
Respondent

70
70

25
25

5
5

Diagrammatic Presentation:

delivery

time
late
to late

Interpretation:
According to 70% of the customer the delivery of the product is on time and that of 25%
delivery of the product is late.and 5%delivery is too late.

Q7. Which of the following factors influences you to choose our service?

Response

Price

Quality of

Accessibility

Any other

10
10

5
5

services
Respondent in %
Respondent

20
20

Diagrammatic Presentation:

65
65

factor influencing

price
quality of services
accessibility
any other

Interpretation:
20% of the customers are using the services because of price, 65% of the customers are using the
services because of good quality of services, 105% of the customer using the services
accessibility because of availability and 5% of the customers using the services because of any
other reason.

Q8. What is your opinion about impulse relocations price?

Response

Costly

Competitive

Average

Cheap

Respondent in %
Respondent

30
30

40
40

20
20

10
10

Diagrammatic Presentation:

price

costly
competitive
average
cheap

Interpretation:
30% of the customer says that price of Impulse relocation is costly,10% of the customer says
that price of Impulse relocation is cheap and most of the customer i.e. 20% of the customer says
that price of Impulse relocation is average a 40%customer saying the price is competitive.

Q9. What option will you prefer as discount?

a) Before time delivery
b) Discount in next transaction
c) Discount coupon to relative and friends
d) Price discount if we take more time.

No. of respondent

Before time

Discount in next

Discount coupon

Price discount if

delivery

transaction

to relative and

we take more

friends

time.

20

15

% of respondent
30
Diagrammatic Presentation:

35

Discount
before time deliver
discount in next
transaction
discount coupon to relative
and friends
price discount if we take
more time

Interpretation
impulse relocation create discount policy before time delivery 30%and 35%given discount in
next transaction and 20%create all of discount coupon to relative customer and remaining
15%price discount if the take more time

Q10. Which mode will you prefer to get connected?

a) postal mail
b) Email
C) cell phone
d) land line

e) any others
Response
% of

Postal mail
10

Email
30

Cell phone
40

Landline
15

Any others
5

responses

Diagrammatic Presentation:

connections

postal mail
email
cell phones
land line
any others

Interpretation
Impulse relocation create connection with customer with 10%postal mail and other connection
create 30%email and 40%cellphone and 15%landline and remaining 5% any other.

CHAPTER 6
FINDINGS AND SUGGESTIONS

FINDINGS
Researcher found out that most of the customers were satisfied with the works that were
done by the Impulse Relocation
The work is done with utmost dedications and with great efficiency.

 Some of the customers were dissatisfied because the deliveries of the good were not on
time due to some problems faced during the time of transportation.
The researcher found that there were many customers who wanted the email facility but
were not provided with it.
All the goods that were transported are insured before they are dispatched.
Loading and unloading facilities are also given to the customers according to their will.
Packing of the material is done during the time of shifting and unpacking and arranging is
also done during the time of delivery.
Tracking of the goods are also done where the customer can track the position of their
goods.
If any minor damages are there than the company pays for that damages.
The company is not maintaining follow ups after the work is done.
No matter what the problem is with the customer, they dont blame the customer for
anything, instead take full responsibility and try to solve the problem.

SUGGESTIONS
Company should take serious care about his service.
The company should focus more on that information which is given by
The company sale people to the customer.

 The company should give emphasis on the quality of the service so that no single
customers can say quality as average.
The door to door service should be done on the given time period or rather it should be
early but not late.
Company should see that no goods are damaged during the time of transportation.
The company should keep a follow up so that after the work is done we can keep a
contact with the customer for feedback.
The working bodies of the company should talk politely although if there is no mistake of
the organization. The company should not blame the customer at any means.
As soon as the company gets the feedback form, the company should instantly report to
the customer and try to solve the query or if any mistake is there from the organization,
they should try not to repeast the same again in the future.

CHAPTER 6
CONCLUSION

CONCLUSION

After doing the study I found out that most of the customer were satisfied from the
work that were done by the Impulse Relocation
Their work efficiency was fine and they are a less time taker.

 The delivery service was fast and the customer was satisfied as companys official reports
them on the time when they were called by them.
There were many customers who wanted the quotation of the goods via e mail service but
were not given with the email facility as the working members had no idea of giving the
quotation via mail.
Due to this many customers were lost as they were not given with their desire service of
mailing.

CHAPTER 7
BIBILOGRAPHY

BIBLIOGRAPHY:

Kothari C. R. Research Methodology, 2004, New Delhi, 2nd Edition, New Age
International (P) Limited, Publisher-New Delhi, Page No- 2-4, 95-111.
Kotler Philip, Marketing Management, 2002, New Delhi, 10th Edition, Pentric Hall of
India Pvt. Ltd. New Delhi-110001, Page No-459-513
www. Economictimes.com

www. Businessindia.com

CHAPTER 8
ANNEXURE

Annexure

Are you satisfied with our services?

What is opinion about our labor behavior?
Through which medium of advertising did you hear about the company?
Do you want any other after services?
Which kind of packing material you want?
Is your goods delivery as per schedule?
Which of the following factors influences you to choose our service?
What is your opinion about impulse relocations price?
What option will you prefer as discount?
Which mode will you prefer to get connected?