Projects: Customer Relationship Management and Customers

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“EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT PROGRAMME IN STATE BANK OF INDIA”

Submitted In The Partial Fulfillment Of Degree Of MBA
Batch 2006-08

SUBMITTED TO: - SUBMITTED BY:-

Mrs. Riya Sharma Rishi Gupta

(Project Guide) Roll no. 0471483906

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MAHARAJA AGRASEN INSTITUE OF TECHNOLOGY

PSP AREA, SECTOR-22 ROHINI, DELHI—110085 Ph: 25489493-

WHOM SO EVER IT MAY CONCERN

This is to certify that the project on “EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT PROGRAMME IN STATE BANK OF INDIA” carried out by Rishi Gupta S/o Sh. Manmohan Lal, under my guidance is an original research
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People who are using the services of other banks are generally attracted with the highly efficient staff and services like InstaAlert etc. Majority of the people prefer to open their accounts in SBI Bank because of their wide network and tie up with other bank’s branches and companies. Though it is in the mind of the people that public sector banks don’t give the best service but my project result is totally opposite to this. The survey shows that 88% customers are fully satisfied with the bank’s performance and their dealings. But the other side that come into light while this study is that some customers are also not satisfied with the dealings of the bank because of some reasons and Bank has to take corrective measures.

CHAPTER-2

Objective Of The Study & Scope

As we know that the customer is regarded as The King. Customers are the lifelines of the business. No business can be done without them. But in the competitive market, you can get the customer but the more difficult is to retain the customers, and this can only de done if we satisfy customers from head to toe. If we will not satisfy the customers then they will leave our organization and join other. Today if the organization has the largest customer base then it may be possible it cannot provide the best services to all these customers.
So I am working on the
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