CUSTOMER RELATIONSHIP MANAGEMENT

Master of Commerce Banking !inance "Part #$ UNI%ERSIT& O! MUMBAI "Semester II$ '(#)*#+

S,-mitte. B/ Mr0 PRATI1 S0 GOSA%I Ro22 No0 #+

UN3ER THE GUI3ANCE O! PRO!* Bosco Peter.

S01 SOMAI&A COLLEGE O! ARTS4 SCIENCE COMMERCE %I3&ANAGAR4 %I3&A%IHAR MUMBAI*+(((55

PRO6ECT ON 7CUSTOMER RELATIONSHIP MANAGEMENT MASTER O! COMMERCE BAN1ING !INANCE "PART #$

SUBMITTE3 IN PARTIAL !UL!ILLMENT O! THE RE8UIREMENTS !OR THE A9AR3 O! THE 3EGREE O! MASTER O! COMMERCE Ro22 No : #+ BAN1ING !INANCE "PART #$

S,-mitte. B/; Pratik S0 Gosa<i S01 SOMAI&A COLLEGE O! ARTS4 SCIENCE %I3&ANAGAR4 %I3&A%IHAR MUMBAI*+(((55 M,m-ai Uni<ersit/ '(#)*'(#+ COMMERCE

CERTI!ICATE
This is to certify that the project CUSTOMER RELATIONSHIP MANAGEMENT by Mr0 Pratik S0 Gosa<i, Roll No.14, completed in partial fulfillment of M.Com.- an!in" # $inance%&art1' (emester )) *+amination durin" the academic year ,-1.-14 has been found satisfactory. This report has not been submitted for any other e+amination and does not form part of any other course under"one by the candidate.

///////////////////////// &roject "uide0)nternal e+aminer %&rof Bosco Peter '

//////////////// &rincipal //////////////// 1ice principal

///////////////// *+ternal *+aminer

/////////////////// Course co-ordinator

2ate3-

/////////// Colle"e seal

3ECLARTION B& THE STU3ENT

), Mr. &rati! (.4osa5i, student of M.Com % an!in" # $inance3 &art 1' (emester ), Roll No.14, hereby declare that this &roject Report entitled 7CUSTOMER RELATIONSHIP MANAGEMENT is bein" submitted as a partial fulfillment of the course, 6hich is a necessary re7uirement to pass the (emester ) e+amination. ) further declare that the report is the output of my personal research and all the information contained herein is correct to the best of my !no6led"e.

3ate;'#t= Octo-er 4 '(#) P2ace3%i./a<i=ar

Signat,re of st,.ent "Pratik S0 Gosa<i$

AC1NO9LE3GEMENT
) 6ould li!e to e+press my sincere "ratitude to &rincipal 2r.(an"eeta 8ohli for her constant encoura"ement and support durin" the completion of the project. ) also ta!e this opportunity to than! &rof. Bosco Peter 6ithout 6hose encoura"ement # help, this project 6ould not ha5e been possible. 9 special mention to all those 6ebsites for pro5idin" me 6ith the re7uired information about securiti:ation and its importance in today;s 6orld. $inally, ) 6ould li!e to than! all those people 6ho ha5e directly and indirectly helped me durin" the course of this project.

IN3E> Sr0no #0 '0 )0 +0 A0 @0 50 B0 C0 #(0 ##0 #'0 To?ic )ntroduction. )mportance of paradi"m shifts in CRM. CRM &rinciples. )mplementation of CRM in )ndian an!s. &aradi"m shifts in CRM. &ayment (ystem of the Customers. CRM in )ndian an!s. 2ri5in" $orces for Retail <endin". Method of *ffecti5e CRM. enefits of CRM to an!s. Conclusion. iblio"raphy Pg0no ) 5 #( #@ #B '' 'C )+ )5 +# +5 +B