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DECLARATION
The information submitted in the report are true and original and
whenever the matter is collected from published books, magazines
etc., the same is mentioned in the references given.
________________
________________
Date of Submission
CERTIFICATE
This is to certify that the report titled as "CUSTOMER RELATIONSHIP
MANAGEMENT WITH RESTPECT TO POOJA ENTERPRISES" has
________________
________________
External Examiner
Project Guide
______________
(Dr. T. P. Madhu Nair)
Principal
ACKNOWLEDGEMENT
I extend my gratitude to Prof. Sangeetha Shyam Sundar for providing
guidance and support during the course of project. She has been a
great help through the making of the project. I thank the University of
Mumbai for giving me the opportunity to work on such a relevant
topic.
I also to thank the college faculties, the librarian and the
Principal Dr. T. P. Madhu Nair for their help and others who are
indirectly responsible for the completion of this project. In addition I
take this opportunity to thank our BMS Coordinator Prof. Dr. Poonam
Kakkad for being there always to guide me and for extending her full
support.
DateMumbai
_______________
Signature of Student
PREFACE
improve and develop new sets of skills. One of my main goals is to learn
Customer retention. Another goal is that Im planning to Masters program. The
reason I choose Pooja Enterprises for my internship is because my friend works
in the same comapny and co-owns it. It seemed convenient for me knowing that
one of my friend is nearby, someone who can help me and show me the way in
while doing my internship.
Chapter 1 : Organization
INTRODUCTION
things to different people. CRM, for some, means one to one marketing while
for others a call center. Some call database marketing as CRM. There are many
others who refer to technology solutions as CRM. If so, what is CRM?
Technological Advancement
know their customers, learn more about them, and then build stronger bonds
with them through frequent interactions.
After choosing marketing stream in BMS one would have to deal with the
customer in the near future. I got the best opportunity to work in my friends
family business which as the customer relationship manager. Initially the job
was tough as dealing with new customers is not a cakewalk. Having a good
My resume was quite strong. I was from a CBSE background and had
participated in many other courses to develop my personality. I had earlier
worked with a BPO which gave a slight boost over the other candidates. The
office is nearby my house which makes it very easy to travel and reach on time.
Employers want people that stay in their company and work their way up the
corporate ladder, which I exactly had in me.
The company knew I will stay in the company for a long time and bring
them all the profits and gains. My friend who is the owner made it easier for me
as I spoke to him about my future plans. My positive attitude was much
appreciated by the HR of the company.
WORK CULTURE
The relation between the employees and employers is like a family. I referred
my seniors as uncle. There was a casual approach. Employees are free to leave
when their work is done.
However, many local companies witness a different trend. Most employees tend
to keep their personal and professional lives separate. There are various reasons
why working here is productive. Every indoor space is centrally air conditioned,
in the office. So the working environment is pleasant.
Working hours in Pooja Enterprises are divided in two parts that in turn
enhances productivity. The first set of working hours is from 9 am to 1 pm, and
the second session starts from 4 pm to 8 pm. The three hour rest period helps a
person work more efficiently.
TYPE OF ORGANIZATION
1. Line Organization
Line organisation is the simplest and the oldest type of organisation. It is also
known as scalar organisation or military type of organisation. In the words of
J.M. Lundy, It is characterized by direct lines of authority flowing from the top
to the bottom of the organizational hierarchy and lines of responsibility flowing
in an opposite but equally direct manner.
An important characteristic of such type of organisation is superiorsubordinate relationship. Superior delegates authority to another subordinate
and so on, forming a line from the very top to the bottom of the organisation
structure. The line of authority so established is referred as line authority.
Under this type of organisation authority flows downwards, responsibility
moves upwards in a straight line. Scalar principle and unity of command are
strictly followed in line organisation.
2. Organization Structure
3. Matrix Organization
When it comes to matrix structure, the organization places the employees based
on the function and the product. The matrix structure gives the best of the both
worlds of functional and divisional structures.
Organization Structure
1. Formal Organization
2. Informal Organization
Pooja Enterprises is and interior and civil works company based in Mumbai. It
Values:
Services Offered:
Chapter 2: Learning
Objectives
Area of Specialization
Marketing
initiatives.
theories.
1. Operational CRM
It Gives support to Front Office business process (e.g. sales, marketing etc).
(e.g. sales, marketing etc).
2. Analytical CRM
3. Collaborative CRM
Chapter 5 : Conclusion
The internship for the intern has been very instructive. Pooja Enterprises has
offered the intern opportunities to learn and develop himself in many areas. The
intern gained a lot of experience, especially in the customer relationship
management field. A lot of the tasks and activities that the intern has worked on
during his internship is familiar with what he is studying at the moment. The
intern worked in many areas where he did different work. This gave him the
chance to find out which areas he wants to work in after his education.
There is a big difference in the college projects and the tasks and activities
during the actual work. In college we learn how to describe the work in projects,
where in work you learn how to implement them in reality. This internship was
definitely an introduction to the actual work field for the intern. He has learned
to work in a business organisation and apply his knowledge into practice. He
learned a lot from the different interns that were working with him during his
internship. Each intern had a different educational background and that made it
interesting for him. By working with them he got to learn from them and
become aware educational background.
And as an communication teacher, he also helped the intern a lot by giving him
feedback on how to use communication skills. The intern appreciates all the
advice he gave him during his internship. This internship was definitely
beneficial for the inter and he is grateful and thankful that he got
to experience and learn many things.