Project Details

“Customer Relation Management initiation to improve sales at Café Coffee Day”

The project also includes how to retain the existing customer. It has also seen which
activities inspire the customer to visit Café Coffee Day more often. The study was made know
whether customers are satisfied about Café Coffee Day or not. Because satisfied customers will
be the loyal customers. It has also seen which things are not going good for further
improvement.

Customer Relationship Management:

Customer Relationship Management is a company-wide business strategy designed to reduce

costs and increase profitability by solidifying customer loyalty. It's a strategy used to learn
more about customers' needs and behaviors in order to develop stronger relationships with
them. After all, good customer relationships are at the heart of business success

Customer retention

Under the present of competitive environment, the focus of the Organization is more on
customer retention than customer acquisition. Customer retention is the process of keeping
customer acquisition. Customer retention is the process of keeping customer in the customer
inventory for an Unending period by meeting the needs and exceeding the expectations of those
customers

SUBMITTED BY-
ATUL SARALACH
CM-13207
BE-CHEM with MBA- 5th Year
 Executive Summary
Introduction:

Café Coffee Day is a division of India’s largest coffee conglomerate,

Amalgamated Bean Coffee Trading Ltd (ABCTCL), popularly known as Café Coffee Day.
ISO 9002 certified company. CCD has become India’s largest and premier retail chain of
cafes with 552 cafes in 90 cities around the country.

Its different division includes:

 Coffee Day Fresh n Ground
 Coffee Day Xpress
 Coffee Day Take away
 Coffee Day Exports and Coffee Day Perfect division
Topic of the Study

“Customer Relationship Management initiatives to improve the sales at

Café Coffee Day”

Need:

1. To understand the importance of CRM in service industry

2. To understand whether CRM strategy helps in retaining existing customer
3. To know how CRM will help in improving CCD performance.

Objective:

1. To know the importance of CRM in Café Coffee Day.

2. To introduce CRM strategy in Organization.
3. To know whether CRM helps to build strong relation with customer.
4. To know whether CRM helps to retain the customer.
5. To identify area for further CRM improvement.

Research Methodology

1. Survey through questionnaires

2. Face – to-Face interview

Sample size: 100

Sample unit: Customers of Café Coffee Day in Dr. SSBUICET, PU

Sampling method: Convenience Sampling

Research Method: Descriptive Research

Secondary Data:
The major source of secondary data is through internet .The information on coffee
industry and company profile of Café coffee Day is collected through internet.
Here, I will put out the graphs and interpretation through cross-tabulation and then findings,
suggestions and recommendations.