A

FINAL PROJECT REPORT ON

TO STUDY THE CRM PRACTICES FOR TOYOTA IN
MUMBAI

SUBMITTED IN PARTIAL FULFILMENT OF THE

REQUIREMENTS FOR
MASTER OF MANAGEMENT STUDIES
TO
UNIVERSITY OF MUMBAI

BY
IRFAN HAIDER G. BALSANIA
MARKETING
ROLL NO: B-06
BATCH: 2010-2012
UNDER THE GUIDANCE OF PROF.VIKAS RAI

GURU NANAK INSTITUE OF MANAGEMENT STUDIES

MATUNGA, MUMBAI 400 019
2012

A
FINAL PROJECT REPORT ON
TO STUDY THE CRM PRACTICES FOR TOYOTA IN
MUMBAI

SUBMITTED IN PARTIAL FULFILMENT OF THE

REQUIREMENTS FOR
MASTER OF MANAGEMENT STUDIES
TO
UNIVERSITY OF MUMBAI

BY
IRFAN HAIDER G. BALSANIA
MARKETING
ROLL NO: B-06
BATCH: 2010-2012
UNDER THE GUIDANCE OF PROF.VIKAS RAI

GURU NANAK INSTITUE OF MANAGEMENT STUDIES

MATUNGA, MUMBAI 400 019

2012

DECLARATION

I hereby declare that this dissertation submitted in partial fulfillment of the

requirement for the award of MASTER OF MANAGEMENT STUDIES
(MMS) of the University of Mumbai is my original work and has not been
submitted for award of any other degree or diploma fellowship or other
similar title or prizes.
I further certify that I have no objection and grant the rights to GNIMS to
publish any chapter or project if they deem fit in journals or magazines and
newspaper etc. without my permission.

NAME: IRFAN HAIDER G. BALSANIA

CLASS: MMS II SEM IV
BATCH: 2010-2012
ROLL NO.: B - 06
DATE: 30th MARCH, 2012
PLACE: MUMBAI

IRFAN HAIDER G.BALSANIA

Certificate
This is to certify that the dissertation submitted in partial fulfillment of the
requirement for the award of MMS of the University of Mumbai is a result
of the bonafide work carried out by Mr IRFAN HAIDER G.BALSANIA.
under my supervision and guidance. No part of this report has been
submitted for award of any other degree, diploma fellowship or other similar
titles or prizes. The work has also not been published in any scientific
journals/ magazines.

DATE: 31st MARCH 2012

NAME: IRFAN HAIDER G.BALSANIA

PLACE: MUMBAI

ROLL NO: B-06

-----------------------------Prof. Dr. Vidya Hattangadi

(Director, GNIMS)

--------------------------Prof. VIKAS RAI

(Project Guide)

ACKNOWLEDGEMENT

This project has been a great learning experience for me. I take this
opportunity to thank Prof. Vikas Rai, my internal project guide whose
valuable guidance & suggestions made this project possible. I am extremely
thankful to him for his support. He has encouraged me and channelized my
enthusiasm effectively.
I express my heart-felt gratitude towards my parents, siblings and all those
friends who have willingly and with utmost commitment helped me during
the course of my project work.
I also express my profound gratitude to Prof. Dr. Vidya Hattangadi,
Director of GURU NANAK INSTITUTE OF MANAGEMENT STUDIES
for giving me the opportunity to work on the project and broaden my
knowledge and experience.
I would like to thank Mr. Rohan Desai, senior field officer, Shinrai Toyota
for providing all the help required and useful feedback.
A word of thanks to all my respondents who spared their valuable time from
their busy schedule in filling up the questionnaires and made the project
complete
Last but not the least, I am thankful to all those who indirectly extended
their co-operation and invaluable support to me.