Rohan's Final Project.

BBA PROGRAMME 2015-18 BHARATI VIDYAPEETH DEEMED UNIVERSITY,PUNE
CHAPTER I
INTRODUCTION OF
THE
STUDY
YASWANTRAO MOHITE INSTITUTE OF MANAGEMENT, KARAD Page 1

1.1 OVERVIEW OF THE INUSTRY:-
Business means they are start for the main objectives are profit maximization,
now a modern day’s high competition in the market in this high competition to sustain
is very important to survive for that second objective of the business work is a customer
satisfaction. Customer is a king of market so satisfaction of the customers is today’s
need.
To, study the Customer Relationship Management to maintain the good relation
with the final customer. To, retain the customer for long time with the organization. To
study the customers, to study which services provided by the organization, to study the
different schemes of the Mother Industries.
Mother Industries sangli the authorized distributers for the firm company. It is
providing the better service to the customers in the sangli city and peripherical area –
sangli is one of the largest market for patent in the Maharashtra state And also palus the
second largest population in the sangli district.
Mother Industries played key role in sangli markets these organization serves
each and every segments of population for the products of Hero in available stock.
Mother Industries is a popular showroom in sangli District. Mother Industries achieved
this position in short period of time. Mother Industries is one of Hero’s showrooms to
get close to the customer. Behind the success of Mother Industries is the loyal team-
work. At the same time maintain the highest standards of ethics and social
responsibility.

1.2 OBJECTIVES OF THE SYUDY:-
1. To Study the Process of Customer Relationship Management.
2. To understand the Process of Customer Relationship Management of the agency.
3. To create awareness of CRM Policy among the customers.
4. To study the Relationship of Customer and Service Provider.
5. To study the Feedback for Implementation of Policy.

1.3 RESEARCH METHODOLOGY:-
Sampling method:-
Within any of the types of frame identified above, a variety of sampling method can
be employed, individually or in combination. Sampling is divided in two categories.
1. Probability sampling.
2. Non-Probability sampling.
Probability sampling includes simple random method systematic sampling,

stratified sampling and cluster or multistage sampling.
Non-probability sampling includes convenience sampling, judgment sampling and

quota sampling. In a simple random sample of given size, all such subset of the frame
are given an equal probability of selection. The frame is not subdivided or partitioned.
It is possible that the sample will not be completely random. Calculation of sample size
is based on simple random sampling technique for the project.
Sampling Universe:-
In this project the sample taken from Mother Industries Palus. The customers of
company are in Palus city.
Sampling size:-
For the purpose of proper survey, there is need of perfect research instrument to
find out sample size for more accurate result about customer relationship management
and customer satisfaction towards company. The sample size is 40 respondents.
Data collection technique:-

Data collection for the project work was by two ways:
1. Primary Data.
2. Secondary Data.
1. Primary Data.

Primary data is the data which is freshly gathered for a specific purpose
for a specific research.
In this project primary data is collected through survey method by using
questionnaire. Survey is done among the customers who are involved in
company life programme in Palus city.
2. Secondary Data.
Any data which have been gathered earlier for some other purpose is
secondary data in hands of researcher. Primary data collected by one person
may become secondary data for another.
Secondary data can be collected from various sources such as
magazines, government publications, company manuals, books, company
brochure, company files and records and company website.
Following are two secondary data sources used for the study.
Internal Source:-
1. Internal secondary data includes the data generated within the organization.
2. Annual report.
External Source:-
1. External secondary data is generated from sources outside the organization.

2. Books, journals, internet, website etc.
In this project secondary data is collected from the company’s website,

company’s broachers, books and magazine.
1.4 SCOPE OF THE STUDY:-
GEOGRAPHICAL SCOPE: The study is concerned with MOTHER INDUSTRIES

PVT LTD., Palus.

CONCEPTUAL SCOPE: The conceptual scope of the study is limited to the customer
relationship management in MOTHER INDUSTRIES.
ANALYTICAL SCOPE: The scope of customer relationship is very wide. It may be

analyzed in terms of marketing performance through various functions.
FUNCTIONAL SCOPE: The functional scope of the study is concerned with the
“HUMAN RESOURCE” department of the organisation.
1.5 LIMITATIONS OF THE STUDY:-
1. Due to time constraints all the customers were not covered.

2. The sample was restricted to 40 customers only, which may restrict the scope
and completion of study.
3. The area of study was limited only to Palus region. Hence the findings of this
study cannot be generalized.
4. The study is based on data collected by the respondent. The data is based on
personal basis.
5. During survey some of the customers hesitated to fill the questionnaire due to
language barrier and privacy.

CHAPTER II
ORGANISATIONAL
PROFILE
2.1 HISTORY OF THE ORGANISATION:-

Mother Industries is established in May, 1990 with conventional machines-

Centre lathe, milling machines and started doing the jobbing work of supplying finish
machined components required for Pump & Valve .The Industry steadily grew by
adding further conventional machines like 7B Turret Lathe, Cylindrical grinding,
Keyway seater, drilling machine, Bend saw , CNC Machines (Total 25 Machines.) &
today it is a Quality supplier to M/s Kirloskar Brothers Ltd, Kirloskarvadi- the largest
pump & valve manufacturing company in India and also to M/s Ebara Pumps Ltd &
other reputed customers.
In two decades mother industries has built a tremendous customer relation in

sangli area. Now in the 21st century mother industries has relied 3 R’s- Reach, Research
and Reliability with their customers. A mother industry focused on delivering a high
standard of services to its customers and is committed to providing high quality
reasonable priced product.
A mother industry was also one of to get close to the customers. Behind the
success of mother industries, is the loyal team-work. At the same time maintain the
high standards of ethics and social responsibility.
2.2 CONSTITUTION OF THE ORGANISATION:

2.3 VISION, MISSION, GOALS OF THE ORGANISATION:

2.4 PROMOTERS OF THE ORGANISATION:

2.5 OTHER INFORMATION OF THE ORGANISATION:

Name & address of company:-
Information
Sr. Title
Name MOTHER INDUSTRIES ,PALUS
1.
2. Address New Plot No. 122,Palus Industrial

Estate,
Palus - 416310.
Dist - Sangli Ph: (02346) 226655
Fax: (02346) 228115
Cell No: 9890426545, 9890890034
Web – www.motherindustries.in
3. Phone No (02346) 226655
4. Establisher Mr. JAYKAR PATIL
5. Management Representative Mr. V.R. Mane
6. E-Mail Email:
motherindustries@sancharnet
7. Workers 50
8. Working Shift 1st Shift 10 am to 6 pm
9. Bankers of the Factory
Financial Scenario of company:

Capital: Rs. 5.25 Corer.
Turnover: Rs. 4.75 Corer.
Human resource scenario:
Mother Industries, Sangli is the authorized distributer for the company.

It is giving the better services to customers in the Sangli area region. The members of
mother industries are always ready to provide fast and timely services.
Following table is showing manpower of mother industries Sangli
DESIGNATION STAFF
General manager
1
Sales manager 1
Finance manager 1
HR manager 1
Accountant 2
Officer employees 5
Employees in workshop 10
Peons 2
Watchmen’s 2
Cleaners 2
Total 27
Organizational Chart-
Following chart is showing organization structure of Mother Industries

General
Manager.
Sales HR Finance Work

Manager Manager Manager Manager
Sales Store
Workman Accountant Cashier
Consultant Manager
Workers
Product Ranges-
As a authorized dealer of company offering following product line to the customer.
1. Shaft Sleeves
2. Casing Rings
3. Impeller Rings
4. Valve Rings
5. St. Box Bush
6. Deflector
7. Flanges

8. Screwed Couplings.
9. Muff. Couplings
10. Gland Bush
Promotional & service activities
1. Mother Industries make availability of all demanding bikes.

2. Staff members of agency give full information to the customer about bikes.
3. Gives a first three servicing for bikes in free of charge.
4. Gives a discount on festival occasion.
5. Make an attachment with customers by sending them a greeting on festival,
birthday and other events.
6. Mother Industries make full use of hero good life programmed for increase bike
selling.
7. They give full information to the every customer about Mother Industries
programme.
8. Organizing seminars for promotion of Mother Industries programme members.

CHAPTER - III
CONCEPTUAL
FRAMEWORK
3.1 INTRODUCTION OF CRM:-

Customer:-
Customer has been defined separately for the purpose of goods and services.
For the purpose of goods a consumer means any person who buys goods for which the
payment has been made partly or fully or even promised to pay or purchase under a
system of differed payment it also includes any authorized user of goods but excludes
a person who obtain such goods for resale or for any commercial purpose.
Customer Relationship Management:-
Customer Relationship Management (CRM) is a business strategy with the

outcome that optimize profitability, revenues and customer satisfaction by organizing
around customer segmentation, customer satisfying behavior and implementing
customer centric processes. At the core customer relationship management is an
integration of technologies and business process used to satisfy the needs of customer
during any given interaction more specifically customer relationship management is the
process of acquiring, satisfying, retaining and growing profitable customers. It requires
a clear focus on the services attributes that represent value to the customer and creates
loyalty. This encompasses developing long-term relationship with customer allocating
marketing dollar based on the customer over a lifetime. It is the important to note that
the term “customer” may have board definition that include vender channel virtually
any group or individual that requires the information organization.
Customer relationship management (CRM) principle revolves around

marketing and begins with the deep analysis of customer behaviors. It used it to gather
which can be used to develop information requires creating more personnel interaction
with the customers analysis and refinement in order to enhance customers life time
value with the firm (CLV). Simply customer’s relationship management can be viewed
in a four principle way.
3.2 DEFINITION:-
Definition by Gartner:-

“CRM as a business strategy designed to optimize profitability, revenue and

customer satisfaction.”
Definition by Parvatiyar and Sheth:-
“CRM is a competitive strategy and process of acquiring, reacting and

partnering with selective customer to create superior value for the company and
customer.
CUSTOMER RELATIONSHIP MANAGEMENT PROCESS:

3.4 Customer Satisfaction:-

Customer:-
A customer may or may not also be a consumer, but the two notions are distinct, even
though the terms are commonly confused. A customer purchases goods; a consumer
uses them. An ultimate customer may be a consumer as well, but just as equally may
have purchased items for someone else to consume.
Satisfaction:-
In general satisfaction is a person’s feelings of pleasure or disappointment

resulting from comparing a product perceived performance in relation to his or her
expectation.
Customer satisfaction:-
The thing customer satisfaction, if your customer is not satisfied, he or she will
stop doing business with you. All the things you do to achieve quality and provide
excellent service are not important at all if you do not work to satisfy the customer. Just
what is customer satisfaction? It’s the customer perception that his or her expectations
have been met. You buy something and you except it to work properly. If it does, you
are satisfied. If it does not, you are dissatisfied. Now it is up to the seller to find a way
to fix the problem so that you can become satisfied. When the fix occurs to your
approval, you will ‘vote with your feet’. And take your business satisfied. All business
firms have realized that marketing is a core element of management philosophy and the
key to its success lies in focusing more and more on the customer. Organizations are
increasingly in retaining existing customers while targeting non-customers measuring
customer satisfaction provides an indication of how successful the organization is at
providing products and services to the market place.
3.5 Customer Relationship Management:-

Customer relationship management (CRM) is a system for managing a company’s

interactions with current and future customers. It often involves using technology to
organize, automate, and synchronize sales, marketing, customer service, and technical
support.
3.6 Significance of Customer Relationship Management :-
Before you can something, you must know what you are measuring and why.
The following material will introduce you to reason for measuring quality and customer
satisfaction. When you know why you are doing this, and then you do it. Implementing
the result of your measurement program will proceed more smoothly. Your
measurement program must answer the who, what, where, how and why questions that
are essential for success.
I.To learn about customer perception:-
Customer is individual and each person will perceive things differently in the
same situation.
The perceptions you are trying to identify include what they look for in a
business such as yours; why they do business in your industry; what has caused them
to change suppliers or providers in the past. What might make them change again in the
future and how soon; what are their criteria for minimally satisfied; what must you do
to make them extremely satisfied; and what must you do for them so they continue to
do business with you.
II. To determine customer’s needs, wants, requirements and

expectation:-
Your customer satisfaction measurement not only must determine how

customers feel about the product or services they purchase and the services they
received the measurement must also identify what the customer needs and wants from
you.
III.To apply the process of continuous improvement:-

If you do not try continuously to improve your service offering someone else
will and then your customers will be their customers. You must measure everything
goods and services and delivery to your customer.
IV.Measuring quality and customer satisfaction:-
The concept of continuous incremental improvement, superior customer

service, and high quality are all related to customer satisfaction, however, if you have
the change to make a quantum leap in any of these areas to increase customer
satisfaction.
V.Working towards enhancing customer satisfaction:-
Customer satisfaction is continuous process which does not begin or end with a
purchase. There are three phases in customer satisfaction process namely,
a. Pre sales:-
During this stage the customer expectations are developed through the various
information sources like advertising, word mouth and so on.
b. During sales:-
When the customer is engaged in experiencing on how to deal with enquiries

and sell products.
c. After sales period:-
This refers to the period when the customer has started using the product. The
aim of this project is to provide an insight into the characteristics of the customer
markets, identify the possible sources of dissatisfaction, work toward handling
complaints from consumers which in turn will help in enhancing customer satisfaction
and prevent dissatisfaction.
3.7 Factors affecting Customer Relationship Management:-

The rise in consumer buying power and their awareness of the existence of new
generation of customers are forcing organizations to identify way of enhancing
customer satisfaction.
There are some factors which can affect the level of customer satisfaction. These
are as follows.
I. The core product or service:-
The core product or service indicates these product related functional

attributes offered by organizations that are targeting the same or similar group
customers and adopting similar strategies.
II. Value adding features:-

Value additions can be in the form of tangible and intangible features
resulting in additional benefits to customers.
III. Price versus perceived benefits:-

Customers prefer the price of the product being offered to be
significantly lower than the perceived benefits both, functional and emotional.
It is necessary that organization understand the customers point of view of
perceived benefits for these could vary from that the former may consider it to
be.
IV. External and contextual factors:-
Organization must consider those external and contextual factors
affecting customers decision making process, while determining their
marketing mix policies
V. Personal factors:-
A customer emotional and psychological state of mind that is personal
factors can also affect his level of satisfaction. To take care of or in order to
enhance customer satisfaction, organizations can try to consider the personal
factors and segment customers accordingly.
3.8 IMPORTANCE OF CRM

1) Encourage face-to-face dealings.

2) Respond to messages promptly and keep your client informed.
3) Be friendly and approachable.
4) Have a clearly-defined customer service policy.
5) Attention to detail.
6) Anticipate your client’s needs and go out of your way to help them out.
7) Honesty your promises.

CHAPTER – IV
DATA ANALYSIS
AND
INTERPRETATION
Table: 1: Age.

Sr. No. Opinion No. of Respondent Respondent in %

1. 18 – 30 16 40 %
2. 30 – 40 8 20 %
3. 40 – 50 12 30 %
4. Above 50 4 10 %
5. Total 40 100 %
Series 1
18
40%
16
14
30%
12
10
20%
8 Series 1
6
10%
4
0
18-30 30-40 40-50 Above 50
Interpretation:-
According to research above table show’s maximum numbers of customers are

between the age 18 to 30. Average numbers of customers are between the age 40 to 50.
Minimum numbers of customers are between the age above 50.
Table:- 2: Awareness about company good life programme.


1. Yes 36 90 %
2. No 4 10 %
3. Total 40 100 %
Interpretation:-
According to research above table show’s 90 % respondent are aware about

company good life programme and 10 % respondent’s are not aware about this
programme. It show’s most of the respondents are better aware about good life
programme.

Table:- 3: Opinion about getting complete information and knowledge of using

company good life programme special privilege card.

1. Full information 34 85 %
2. Average information 6 15 %
3. Unaware 40 100 %
No. of Respondent.
15%
YES
NO
85%
Interpretation:-
According to the study the above table show’s 85 % respondent has getting
complete information and knowledge about using company good life programme
special privilege card and 15 % respondent has improper information incomplete
knowledge about this card.

Table:- 4: Opinion about source from which, company good life programme know.

1. Pamphlets 12 30 %
2. Hoardings 10 25 %
3. TV channel 7 17.5 %
4. Friends 11 27.5 %
5. Total 40 100 %
No. of Respondents
14
30%
12 27.5%
25%
10
8 17.5%
6
0
Pamphlets Hoardings TV channel Friends
Interpretation:-
Above table shows the 30 % respondent has known this programme by the
pamphlets, 25 % respondent has known from the hoardings, 17.5 % respondent has
known from the TV channels and 27.5 % respondent has known this programme from
his friends.
From this survey we come to know that most of the respondent ( 30 % & 27.5 % ) has
known the company good life programme from the pamphlets and their friends.
Table:- 5: Opinion about customers entering aspect in company good life programme.


Free personal
1. 14 35 %
accidental insurance
5 % Discount on
2. 13 32.5 %
purchase of spares.
3. Special gifts 7 17.5 %
Bonus points on every
4. 6 15 %
service
5. Total 40 100 %
No. of Respondents
16
35% 32.5%
14
12
10
17.5%
8 15%
6
4
2
0
Accidential Insurance 5 % Discount on Spares Special Gifts Bonus Points on Service
Interpretation:-
According to research 35 % respondent are enthusiastically entered in the

company good life programme on the aspect of free personal accidental insurance. 32.5
% respondents are entered on the aspect of special discount on purchase of spares, 17.5
% respondent are entered on the basis of special gift and 15 % respondent are entered
in this programme on the aspect of bonus points on every services.
From this survey we come to know that most of the respondent are aware about
their future life.
Table:- 6: Opinion about special treatment as a company good life programme

member.


1. Specialize treatment 34 85 %
2. Average treatment 6 15 %
3. Total 40 100 %
No. of Respondent.
15%
YES
NO
85%
Interpretation:-
According to the study the most of the respondent 85 % has getting special
treatment as a company good life programme member and for the remaining 15 %
respondent the agency unable to give the special treatment.
Table:- 7: Opinion about working / performance of Agency staff.

1. Outstanding 12 30 %
2. Good 15 37.5 %
3. Average 8 20 %
4. Poor 5 12.5 %
5. Total 40 100 %
No. of Respondents
16 37.5%
14 30%
12
10
8 20%
6 12.5%
4
2
0
Outstanding Good Average Poor
Interpretation:-
Above table shows the 30 % respondent says the working / performance of

agency staff is outstanding. Most of the respondent 37.5 % says the good performance,
20 % respondent are agree with the average and 12.5 % respondent experienced the
poor working performance of agency staff.
From this study it is know that agency staff has need to increase their
performance.
Table:- 8: Opinion about healthy relation within company and their customers.


1. Good relationship 16 42.5 %
2. Poor relationship 7 17.5 %
3. Certain extent 12 30 %
4. Can’t say 5 12.5 %
5. Total 40 100 %
No. of Respondents
18 42.5%
16
14 30%
12
10
8 17.5% 12,5%
6
4
2
0
Yes No Certain Extent Can't Say
Interpretation:-
Above table shows that 42.5 % respondent are experienced the healthy relation
with agency with agency and their customers. 30 % respondent experienced the healthy
relation in certain extent. And 12.5 % respondent say’s can’t say.
From this research we come to know that company want to improve the
harmonious relating with their customers.
Table:- 9: Opinion about service provided by Mother Industries


1. Highly satisfy 10 25 %
2. Satisfy 17 42.5 %
3. Dissatisfy 4 10 %
4. Certain extent 9 22.5 %
5. Total 40 100 %
No. of Respondents
18 42.5%
16
14
12
10
25%
22.5%
8
6
4 10%
2
0
Highly satisfy Satisfy Dissatisfy Certain Extent
Interpretation:-
According to research most of the respondent (42.5 %) are satisfy with service
provided by Mother Industries. 25 % respondent are highly satisfy and only 10 %
respondent are dissatisfy with the service provided by Mother Industries. Hence agency
want to improve their service until remaining 10 % respondent are satisfy with their
services.
Table:- 10: Opinion about entry charges of company good life programme.


1. Costly 5 12.5 %
2. Affordable 16 42.5 %
3. Economic 12 30 %
4. Average 7 17.5 %
5. Total 40 100 %
No. of Respondents
18
42.5%
16
14
30%
12
10
8 17.5
6 12.5%
4
2
0
Costly Affordable Economic Average
Interpretation:-
From this research we come to know that 42.5 % respondent think that entry
charge of company good life programme is affordable, 12.5 % respondent think as a
costly, 30 % respondent agree with economic and 17.5 % respondent think about entry
charge as a average.
Table:- 11: Opinion about getting fabulous return’s on rupees spend with Mother
Industries.


1. Getting fabulous gifts 26 65 %
2. Certain extent 3 7.5 %
3. Not receiving 11 27.5 %
4. Total 40 100 %
No. of Respondents
30
65%
25
20
15
27.5%
10
7.5%
5
0
Getting fabulous gifts Certain extent Not receiving
Interpretation:-
According to survey it is found that 65 % respondent are getting fabulous

return’s on their spend, 27.5 % respondent getting fabulous returns in certain extent and
7.5 % respondent deprived from this returns. From this research it is clear that agency
want to get more efforts for reaching the return’s to every customer on their spend.
Table:- 12: Opinion about getting any special gift and bonus points on special occasion
using good life programme card.


1. Received special gifts. 33 82.5 %
2. Not receiving any gifts. 7 17.5 %
3. Total 40 100 %
No. of Respondent.
17.50%
YES
NO
82.50%
Interpretation:-
According to research above table shows that 82.5 % respondent are getting
special gifts and bonus points remaining 17.5 % respondent cannot get any gift and
bonus points. When they using the Mother Industries Good Life Programme.
Table:- 13: Opinion about special rewards and privileges offered by company good life
programme.


1. Highly satisfy 12 30 %
2. Satisfy 18 45 %
3. Dissatisfy 6 15 %
4. Can’t say 4 10 %
5. Total 40 100 %
No. of Respondents
20
45%
18
16
14 30%
12
10
8 15%
6 10%
4
2
0
Highly satisfy Satisfy Dissatisfy Can't say
Interpretation:-
According to survey 45 % respondent are satisfy with rewards and privileges

offered by company good life programme. 30 % respondent are highly satisfy 15 %
respondent are dissatisfy and 10 % respondent can’t say about special rewards and
privileges by company good life programme.
Table:- 14: Opinion about schemes provided by the company good life programme.


1. Strongly agree 9 22.5 %
2. Agree 22 55 %
3. Disagree 6 15 %
4. Strongly disagree 3 7.5 %
5. Total 40 100 %
No. of Respondents
25
55%
20
15
22.5%
10
15%
5 7.5%
0
Strongly agree Agree Disagree Strongly disagree
Interpretation:-
From this research we come to know that 55 % respondent are agree with the
schemes provided by the company good life programme, 22.5 % respondent are
strongly agree, 15 % respondent are disagree with the schemes provided by company
good life programme.
From this research it is know that customers want some positive changes in their
schemes.

Table:- 15: Opinion about participation in cultural event organized by company good
life programme card.

1. Yes 28 70 %
2. No 12 30 %
3. Total 40 100 %
No. of Respondent.
30.00%
YES
70.00% NO
Interpretation:-
According to study it is found that 70 % respondent are participated in the

cultural event organized by company Good Life Programme. And 30 % respondent are
unable to participate in this event.
From this research it is clear that most of the respondent has getting the chance
to participate in this cultural event.

Table:- 16: Opinion about changes in company good life programme card.

1. Yes 22 55 %
2. No 18 45 %
3. Total 40 100 %
No. of Respondent.
45.00% YES
55.00% NO
Interpretation:-
From this study it is clear that 55 % respondent has need some changes in
company Good Life Programme. And 45 % respondent are dis agreed with this changes.

Table:- 17: Opinion about schemes provided by the company good life programme.

Rewards and
1. 10 25 %
privilege
2. Additional benefits 7 17.5 %
3. Work procedure 14 35 %
4. Any other 9 22.5 %
5. Total 40 100 %
No. of Respondents
16 35%
14
12 25% 22.5%
10
17.5%
8
6
4
2
0
Rewards and Additional benefits Work procedure Any other
previlege
Interpretation:-
From this research it is found that 35 % respondent are want to expect

improvement in work procedure, 25 % respondent expect the rewards and privilege,
22.5 % respondent are want to expect other changes and 17.5 respondent expect
additional benefits from the company good life programme.

Table 18:- Opinion about providing company good-life programme company maintain
its long term relationship with their customer?

1. Yes 33 82%
2. No 7 18%
5. Total 40 100 %
Sales
17.5
Yes
No
82.5
Interpretation:-
From this research it is found that 82.5 % respondent are stated that by providing
company good life programmed agency can make long term relationship with customer.
17.5 % respondent are not stated that with company good life programmed agency
cannot be make long term relationship with customer.

CHAPTER – V
OBSERVATIONS
&
FINDINGS

OBSERVATIONS AND FINDINGS:
1. Most of the customers are aware about using the company good life programme
card that means agency staff is successful in giving the proper information and
knowledge about using the hero good life program card.
2. Most of the respondents are satisfied with the schemes and offers provided by
the good life programmed in the sense, company can maintain & sustain long
term relationship with existing & prospecting customers.
3. Entry charges of company good life program is affordable agency plan do not
increase charge of company good life Programmed in future.
4. Most of the customers are receiving the special treatment as a good life program
member from the agency

CHAPTER VI
SUGGESTIONS
&
CONCLUSION

SUGGESTIONS
1. Company need to establish the authorized service center apart from palus
to distribute the products & services properly. Because agency having
strong customer base in kirloskarwadi area.
2. Mother Industries should use its own tools & techniques of advertising like
Hoarding, Banners, Radio advertising for new customer base.
3. Mother Industries should maintain personal selling training programme for
new sales consultants for maintaining relationship.
4. Company can appointed customer care representative for retaining
programme & generating new ideas & policies.
CONCLUSION
1. Mother Industries focused on delivering a high standard of services to its

customers.
2. Most of the customers are aware and satisfied with services provided by the
company.
3. Most of the respondents are enthusiastically entered in the good life programme
on the basis of free personal accidental insurance due that agency can establish
long term relationship.
4. Mother Industries having tie up with the different finance companies for
providing financial assistance of customer in reasonable installment..
5. Due to tremendous competition, Mother Industry’s increasing sales in the
market, so as to surpass the competitor.

BIBLIOGRAPHY
Books referred-
Philip Kotler, “Marketing management”, (1997)
Research Methodology – C.R.Kothari
Graham Roberts-phelps, “Customer Relationship Management”
Website referred-
www.Heromotocorp.com
www.Google.com

QUESTIONNAIRE
1. Personal information
1) Name:-
………………………………………………………………………………......
2) Address:-
………………………………………………………………………………..
…………………………………………………………………………………
………..
3) Contact No:-………………………………
2. Age
a) 15 – 25 b) 25 – 35 c) 35 – 45 d) Above
45
3. Do you aware about company good life programme?
a) Yes b) No
4. Do you think company provides complete information and knowledge to you?
a) Full information b) Average information
5. From which source do you get proper information of company good life
programme?
a) Pamphlets b) Hoardings
c) TV channel d) Friends
6. Which kind of extra benefit have you received from company good life
programme?
a) Free personal accidental insurance b) 5 % Discount on purchase of spares
c) Special gifts d) Bonus points on every service

7. Which kind of treatment as a customer of company good life programme do you

receive?
a) Specialize treatment b) Average treatment
8. Opinion of staff of agency while providing service to you?
a) Outstanding b) Good
c) Average d) Poor
9. State your opinion of company while maintaining relationship with you as a part
of company good life programme?
a) Good relationship b) Poor relationship
c) Certain extent d) Can’t say
10. Are you satisfied services provided by the Mother Industries to you?
a) Highly satisfy b) Satisfy
c) Dissatisfy d) certain extent
11. State your opinion about extra charges of company good life programme?
a) Costly b) Affordable
c) Economic d) Average
12. Do you think that you receive good returns from the company good life
programme?
a) Getting fabulous gifts b) Certain extent
c) Not receiving
13. What kind of gifts do you receive in special occasion from company good life
programme?
a) Received special gifts b) Not receiving any gifts.

14. Are you satisfied special rewards and packages offered by company good life
programme to you?
a) Highly satisfy b) Satisfy
c) Dissatisfy d) Can’t say
15. Are you satisfied the timelines services schemes provided by the company good
life programme?
a) Strongly agree b) Agree
c) Disagree d) Strongly disagree
16. Do you participated in cultural programme organized by the company good life
programme?
a) Yes b) No
17. Dou you think that agency make changes in existing company good life
programme card?
a) Yes b) No
18. Your opinion about schemes provided by company good life programme?
a) Rewards and privilege b) Additional benefits
b) Work procedure d) Any other
19. What do you think that by providing this programme company maintain its long
term relationship with their customer?
a) Yes b) No



Rohan&#39;s Final Project.

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BBA PROGRAMME 2015-18 BHARATI VIDYAPEETH DEEMED UNIVERSITY,PUNE

YASWANTRAO MOHITE INSTITUTE OF MANAGEMENT, KARAD Page 1

1.1 OVERVIEW OF THE INUSTRY:-

YASWANTRAO MOHITE INSTITUTE OF MANAGEMENT, KARAD Page 2

1.2 OBJECTIVES OF THE SYUDY:-

1. To Study the Process of Customer Relationship Management.

2. To understand the Process of Customer Relationship Management of the agency.

3. To create awareness of CRM Policy among the customers.

4. To study the Relationship of Customer and Service Provider.

5. To study the Feedback for Implementation of Policy.

YASWANTRAO MOHITE INSTITUTE OF MANAGEMENT, KARAD Page 3

1.3 RESEARCH METHODOLOGY:-

Probability sampling includes simple random method systematic sampling,

Non-probability sampling includes convenience sampling, judgment sampling and

Data collection technique:-

YASWANTRAO MOHITE INSTITUTE OF MANAGEMENT, KARAD Page 4

1. External secondary data is generated from sources outside the organization.

In this project secondary data is collected from the company’s website,

1.4 SCOPE OF THE STUDY:-

GEOGRAPHICAL SCOPE: The study is concerned with MOTHER INDUSTRIES

YASWANTRAO MOHITE INSTITUTE OF MANAGEMENT, KARAD Page 5

ANALYTICAL SCOPE: The scope of customer relationship is very wide. It may be

1.5 LIMITATIONS OF THE STUDY:-

1. Due to time constraints all the customers were not covered.

YASWANTRAO MOHITE INSTITUTE OF MANAGEMENT, KARAD Page 6

YASWANTRAO MOHITE INSTITUTE OF MANAGEMENT, KARAD Page 7

2.1 HISTORY OF THE ORGANISATION:-

YASWANTRAO MOHITE INSTITUTE OF MANAGEMENT, KARAD Page 8

Mother Industries is established in May, 1990 with conventional machines-

In two decades mother industries has built a tremendous customer relation in

2.2 CONSTITUTION OF THE ORGANISATION:

YASWANTRAO MOHITE INSTITUTE OF MANAGEMENT, KARAD Page 9

2.3 VISION, MISSION, GOALS OF THE ORGANISATION:

YASWANTRAO MOHITE INSTITUTE OF MANAGEMENT, KARAD Page 10

2.4 PROMOTERS OF THE ORGANISATION:

YASWANTRAO MOHITE INSTITUTE OF MANAGEMENT, KARAD Page 11

2.5 OTHER INFORMATION OF THE ORGANISATION:

YASWANTRAO MOHITE INSTITUTE OF MANAGEMENT, KARAD Page 12

Name & address of company:-

Name MOTHER INDUSTRIES ,PALUS

2. Address New Plot No. 122,Palus Industrial

Dist - Sangli Ph: (02346) 226655

Fax: (02346) 228115

Cell No: 9890426545, 9890890034

3. Phone No (02346) 226655

4. Establisher Mr. JAYKAR PATIL

5. Management Representative Mr. V.R. Mane

8. Working Shift 1st Shift 10 am to 6 pm

9. Bankers of the Factory

Financial Scenario of company:

YASWANTRAO MOHITE INSTITUTE OF MANAGEMENT, KARAD Page 13

Capital: Rs. 5.25 Corer.

Turnover: Rs. 4.75 Corer.

Human resource scenario:

Mother Industries, Sangli is the authorized distributer for the company.

Following table is showing manpower of mother industries Sangli

Following chart is showing organization structure of Mother Industries

YASWANTRAO MOHITE INSTITUTE OF MANAGEMENT, KARAD Page 14

Sales HR Finance Work

As a authorized dealer of company offering following product line to the customer.

5. St. Box Bush

YASWANTRAO MOHITE INSTITUTE OF MANAGEMENT, KARAD Page 15

10. Gland Bush

Promotional & service activities

Rohan's Final Project.

Rohan's Final Project.