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A
CUSTOMED Project Repor)On
STOMER RELATIONSHIP ANAGEMENT OF
TATA MOTORS

SemIna

P p

AProedt Renarssubmitted to
SAMANTA CHANDRA SEKHAR (A) COLLEGE, PURI
in Partial
Fulfillment for the Award of Degree of Bachelor of Commerce
Submitted By
B. LINGARAJ BEHERA
+3 FINAL YEAR COMMERCE
(B. COM HONs.)
COLLEGE ROLL NO.: BC18-082
EXAM, ROLL No.: 20518028

Cnderthe Guidanceof
Prof. (Dr.) MAHENDRA KUMAR MISHRA
H.O.D.
P.G. DEPARTMENT OF COMMERCE

DEPARTMENT OF COMMERCE
POST GRADUATE
SAMANTA CHANDRA SEKHAR (A) COLLEGE,
NAAC RE-ACCREDITED GRADE-A, PIN-752001, ODISHA
SESSION: 2020-21
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Commerce
Post Graduate Department of PURI
COLLEGE,
SAMANTA CHANDRA SEKHAR (A)
ISH
NAAC RE-ACCREDITED GRADE-A, PIN-752001,

Prof. (Dr.) M.K. MISHRA

H.O.D
P.G. Department of Commerce
S.C.S. (A) College, Puri

CERTIFICATE
nis Is to certify that the candidate B. LINGARAJ BEHBERA,

No.- BC18-082, Exam Roll No.- 20518028,

a
bearing College Roll
student of +3 Final year commerce for the session 2020-202 is
bonafide student of S.c.s. (A) College, Puri. He has done the project
report entitled "CUSTOMER RELATIONSHIP MANAGEMENT OF
TATA MOTORS" is his original piece of work and to the best of my
knowledge, no other candidate has submitted the same report for the
award of Bachelor's Degree in Commerce under S.C.S (A) College, Puri

Signature ofth Geida

Date://2021

AAAMA
 DECLARATION
a o hereby declare that the project report submitted by me

Othe P.G. Department of Commerce of S.C.s. (A) College, Puri l

pdrual fulfillment o f the requirement for Bachelor Degree

Ommerce is of my own work neither I have copied or translates

rom others and it has not been submitted to any other institutions

including S.C.S. (A) College or published at any time before.

B. Lingany Behena

B. LINGARAJ BEHERA
+3 FINAL YEAR COMMERCE
(B. COM HONs.)
CoLLEGE RoLL NO.: BC18-082
EXAM, ROLL NO.: 205180288
 127
26

ACKNOWLEDGEMENT
Pciveportontitled "CuSTOMERRELATIONSHIP MANAGEMEN
*n MOrORS" would not have been possible without co-operation and

guidance given by KUM

d De my guide Prof. (Dr.) MAHENDRA
A , 0.D. in P.G. Dept. of Commerce, s.C.S. (A) College, Puri. I take tnis

OPportunity to convey my gratitude and obligation to him.

while presenting this project report, I have tried my best to the precise

and objective. Upto-date data and recent findings of eminent scholars have

been included by drawing on recent issues of learned journals and periodicals. I

express my gratitude to the authorities concerned in this respect.

I acknowledge my thanks to my parents, without whose co-operation and

financial provisions this project would not have been possible.

Last but not the list I express my friends and Om Sai Cafe, for their

continuous encouragement help in making DTP.

B. Linganaj ehena
B. LINGARAJ BEHERA
+3 FINAL YEAR COMMERCE
(B. COM HoNs.)
COLLEGE ROLL. No.: BC18-082
EXAM, ROLL No.: 20518028

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 CONTENTS
CHAPTER-1 INTRODUCTiON Page No0.
INTRODUCTION 01-03
OBJECTIVES OF THE
SCOPE OF THE STUDY
STUDY
METHODOLOGY OF THE STUDY
LIMITATION OF THE STUDY
CHAPTER-2 REVIEW OF
LITERATURE
REVIEW OF LITERATURE 04-07
CHAPTER-3 PROFILE OF THE ORGANISATION
HISTORY OF CRM 08-22
GOALS OF CRM
FUNCTIONAL AREA OF CRM
CRM AT TATA MOTORS
BUSINESS STRATEGY &
CRM
AUTOMATIVE INDUSTRY
RELATIONSHIP POLICY
CRM SYSTEM & IMPLEMENTATION
SWOT ANALYSIS
CHAPTER-4 DATA ANALYSIS AND INTERPRETATION 23-29
ANALYSIS
CHAPTER-5 FINDINGS,SUGGESTIONS &CONCLUSION 30-33
FINDINGS
SUGGESTIONS
CONCLUSION
BIBLIOGRAPHY
*****

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