A STUDY OF”Customer Relationship Management” (CRM) AT

YAMAHA.

A synopsis Submitted to the

Bangalore North University
For the fulfillment of Bachelor of commerce

Affiliated to Banglore North University

Tamaka, Kolar Bengaluru Rural 563103

Submitted by:
Name: Abdul musavir
Reg no:U19RI21C0147

Under The Guidance of: shambhavi mam

 Mahadeva College Of Commerce

Hoskote ,college Road ,Bangalore Rural Dist 562114

TITLE OF THE STUDY

A study of Customer Relationship Management

● INTRODUCTION:
This project is under taken at YAMAHA, as a part of internship program to
understand the CRM.
(CRM) : Focus on managing customer interactions and maintaining relationships. This
role involves using CRM software to track customer inquiries, sales, and follow-ups.
It’s crucial for ensuring a positive customer experience and for leveraging customer
relationships to boost loyalty and sale
● NEED FOR THE STUDY:
Studying Customer Relationship Management (CRM) is essential for several reasons,
especially as businesses aim to adapt and thrive in today’s highly competitive and
customer-driven markets
● STATEMENT OF PROBLEM:
These issues not only hampers our ability to provide excellent customer
service but also directly impacts our sales and overall competitive position in the
market. There is a clear and urgent need to overhaul or replace our current CRM
system with a solution that effectively addresses these challenges, thereby
improving our customer relationship management and supporting our business
goals.
● Objectives of proposed study:
The study of Customer Relationship Management (CRM) is undertaken to
understand and analyze how businesses can effectively manage their interactions
with current and potential customers to improve their overall success and
sustainability. Here are several key objectives and purposes of studying CRM:
1. Understanding Customer Needs:
2. Enhancing Customer Engagement
3. Improving Customer Satisfaction and Loyalty
4. Streamlining Business Processes
5. Increasing Sales and Profitability:

● SCOPE OF STUDY:
The scope of studying Customer Relationship Management (CRM) encompasses
various dimensions, reflecting its critical role in modern business practices. Here's an
overview of the broad areas that the study of CRM
 1. Customer Experience Management: Examining how CRM strategies can
enhance the overall customer experience across multiple touchpoints and
throughout the customer lifecycle.
2. Data Analytics: CRM involves significant data analysis, including customer
behavior analysis, predictive analytics, and sentiment analysis. Understanding
these analytical techniques helps in making informed decisions and
personalizing customer interactions.
3. Customer Service: Focusing on how CRM supports customer service
operations to improve customer satisfaction and retention. This includes the
management of customer inquiries, complaints, service requests, and the
automation of service processes.
4. Integration with Other Systems: Studying CRM also involves looking at how it
integrates with other business systems such as Enterprise Resource Planning
(ERP), Supply Chain Management (SCM), and data warehouses, facilitating a
unified approach to data and process management across an organization.

CHAPTER SCHEME

CHAPTER 01- Foundations of CRMObjective

1. To provide a comprehensive introduction to CRM,
2. discussing its importance and role in modern
business environments.
3. Definition of CRM: Understanding what CRM is and
its components.
4. Historical Evolution of CRM: How CRM practices
have developed over time.

CHAPTER 02 -CRM Technologies and

ImplementationObjective:

1. To explore various CRM technologies and best

practices for implementation.
2. CRM Software Solutions: An overview of popular
CRM software (e.g., Salesforce, Microsoft Dynamics
CRM, SAP CRM).
3. Features and Functions of CRM Systems: What to
look for in a CRM system.
4. CRM Implementation Process: Steps for successful
implementation, including project planning, system
customization, and data migration.

CHAPTER 03 -CRM in Customer Acquisition and

RetentionObjective:
1. To detail how CRM supports customer acquisition
and enhances customer retention.
2. Customer Lifecycle Management: Understanding
different stages from prospecting to loyalty.
3. Using CRM for Marketing: Tools for campaign
management, lead generation, and segmentation.
4. Sales Force Automation: Features that help in
managing sales processes, leads, and opportunities.
CHAPTER 04 -Advanced CRM PracticesObjective:
To discuss advanced strategies and emerging
trends in CRM.
1. Integrating AI with CRM: How artificial intelligence
is transforming CRM capabilities.Data Analytics in
CRM:
2. Using predictive analytics and data mining to
enhance decision-making.Social CRM: Leveraging
social media platforms for customer engagement
and service.