A STUDY ON

CUSTOMER RELATIONSHIP MANAGEMENT IN PANTALOONS;

VIZAG

A project report submitted in the partial fulfilment for the award of degree

MASTER OF BUSINESS ADMINISTRATION

RETAIL MANGEMENT

BY

G. SATTI REDDY

(Reg: 115200204014)

Under the guidance of

Prof. P. SANDYA SRI DEVI, M.B.A. Ph.D.

DEPARTMENT OF COMMERCE AND MANAGEMENT STUDIES

ANDHRA UNIVERSITY
VISAKHAPATNAM
2015-17
 DECLARATION

I, G. SATTI REDDY here by solemnly declare that the project report Entitled a

study on the CUSTOMER RELATIONSHIP MANAGEMENT submitted by me is

a bonafide work done and it is not submitted to any other university or published

any time before. This project work is in partial fulfilment of the requirements for

the award of the Master of Business Administration in Department of Commerce

and Management Studies from Andhra University, Visakhapatnam.

Place: VISAKHAPATNAM
Date:

(G. SATTI REDDY)

Reg
No:115200204014
 ACKNOWLEDGEMENT

The successful completion of the project would have been far from reality
without mentioning the people who made an indelible impression while making
the project. I consider myself extremely fortunate that I have had an opportunity
of working under the guidance of Prof. P. SANDYA SRI DEVI

I would especially like to thank her for her guidance and support in
completing the project and giving her insights into it and when required. She
spent her precious time to share her creative thoughts, views, knowledge, and
helped me to learn a gain under her valuable guidance.

Last but not the least; I would like to thank the HR Department for
assigning me a good project, under responsible and hardworking persons. They
have made this summers a real worth and a delightful experience that would
stay for a lifetime with me paving my way towards professionalism.

G. SATTI REDDY
 CERTIFICATE

This is to certify that G. SATTY REDDY a student of final year MBA

bearing registration number: 115200204014 had carried out the project

report entitled CUSTOMER RELATIONSHIP MANAGEMENT with

special reference to Pantaloons Fashion and Retail World,

VISAKHAPATNAM, in partial fulfilment of the award of degree of

Master of Business Administration in Retail Management in

Department of Commerce and Management Studies, Visakhapatnam,

this bonafide work is carried out by her under my guidance.

Professor, P. SANDYA SRI DEVI

Dept. of Commerce & Management studies,

Andhra University.

CONTENTS PAGE NO.

CHAPTER-1 01-08
INTRODUCTION
SCOPE OF THE STUDY
OBJECTIVES OF THE STUDY
METHODOLOGY OF THE STUDY
LIMITATIONS OF THE STUDY

CHAPTER-2 09-39
RETAILING INDUSTRY IN INDIA
PROFILE OF MORE FASHION AND RETAIL LTD.
ADITYA BIRLA GROUP
MORE SUPER MARKET

CHAPTER-3 40-52
CUSTOMERS RELATIONSHIP MANAGEMENT
A CONCEPTUAL FRAMEWORK

CHAPTER-4 53-72
OPINION SURVEY ON CUSTOMER RELATIONSHIP
MANAGEMENT
CHAPTER-5 73-76
SUMMARY
FINDINGS
SUGGESTIONS
CONCLUSION

ANNEXTURE 77-81
QUESTIONNAIRE
BIBLIOGRAPHY