CRM PRACTICES
IN WEBTECH COMPANIES WITH
REFERENCE TO INA INTERNET
GROUP
Name : Avala Shanmukharao
Reg.no: 16016
Faculty guide: Dr. Sanjeev Kumar
1
Introduction
Customer Relationship Management :
• Definition: The process of developing a cooperative and collaborative
relationship between the buyer and seller is called customer relationship
management shortly called CRM.
• The biggest management challenge in the new millennium of liberalization
and globalization for a business is to serve and maintain good relationship
with the king – the customer.
• Modern marketing calls for more than developing a product, pricing it,
promoting it and making it accessible to target customer. It demands building
trust, a binding force and value added relationship with the customers.
• According to Ashoka Dutt head of Citi Bank “the idea of CRM is to know
the individual customer intimately, so that the company has a customized
product ready for him even before he asks for it.”
2
Company Profile
• INA INTERNET GROUP is a subsidiary of INA INTERNET PRIVATE
LIMITED. It is conglomerate of IT, Fantasy Sports, eCommerce,
Outsourcing Human Resources, etc. We are currently based on European
Market as well as in Indian Market.
• an experienced and passionate group of designers, software developers,
project managers, content writers, and artists. Since (YEAR), the company
has offered a wide range of high-quality services in the development,
delivery, and maintenance of software in Australia.
• With more than 10-12 years of IT experience, the company have achieved
more and more knowledge, skills, and expertise in an extensive range of
technologies, different application types, and industries.
• The turnover of the company was $3million
• Number of employees are 19
3
Strategic analysis
Needs of CRM :
• Customization of market offerings for INA customers.
• To reduce the customer defection rate.
• To Increase and improvement in long-term relationships with the existing
INA customers.
• To get higher return on investment.
Scope of CRM:
• Build long term and profitable relationship with chosen customers.
• Getting closer to the customers at every point of contact with them.
• By fostering customer's loyalty, the company spends less time acquiring new
customers and saves then time on other projects.
4
Objectives:
• To understand various customer relationship management practices in IT
companies.
• To study the customer relationship practices adopted by INA internet group.
• Customer Perception towards customer relationship management practices at
INA internet group.
Limitations :
• Employee needs separate training to run CRM software in system.
• The sample size of the respondents is very small.
• Bad data Makes a bad CRM.
• Result of the study is applicable to the survey area only.
5
Research Methodology
• Research methodology is away to systematically solve research problem.
In it we study the various step that are generally adopted by researcher in
studying his research problem along with logic behind them.
• Data collection technique:
primary data has been collected through self-designed questionnaire from 50
out of 100 respondents while keeping the objectives as base.
• Sample Size:
100 response to be considered as the sample size for the research.
• Sampling technique :
6
Findings & Responses
• 83% of the respondents belongs to 20-25 age group.
• 57.4% of respondents are from post graduation.
• 80.9% of respondents are students.
• 58% of respondents are male.
• 46.8% of respondents agreeing with customer satisfaction survey helps in
understanding the customer needs.
• 76.6% of respondents are agreeing with surveys can help to know the
satisfaction of the customers towards services.
• 42.6% of respondents are agreed with customer satisfaction is important for
company growth.
• 55.3% respondents agreed with the customer relationship can increase the
value of the company.
• 53.2% says that the company’s promotional activities attracts new customers
and retaining old ones
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• 53.2% says maintaining the customer information up to date can helps in
understanding customer needs.
• 38.3% says organizations can clearly identify needs of different customers.
• 51.1% says Connecting with customers again and again helps in improving
the customer relationships are limitless.
• 93.6% of total samples agreed with statement “CRM is an excellent tool that
allows companies to increase not only their customer satisfaction but also
their efficiency and profits”
• 59% of respondents says we can find more customers in social media mainly
in Facebook.
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Recommendations
• A CRM system can help maximize your business performance by increasing
your up-sell and cross-sell opportunities.
• CRM is an excellent tool that allows companies to increase not only their
customer satisfaction but also their efficiency and profits.
• conducting customer surveys helps in understanding the needs of customer,
their satisfaction towards the services.
• connecting with customers repeatedly can improve the customer relationship.
9
conclusion
By this short study I make a conclusion that’s Customer Relationship
Management (CRM) is an important thing in the company even a small
company. Because with it the company can make a good communication in both
ways the customer and the company. And not just that the company cause it to
analyze the opportunity to their future. Like know how many people is satisfied
with their service or how many customer is loyal with the company and also can
make a forecasting to their company.
10
reference
https://www.zoominfo.com/c/ina-webtech/404216960\
https://books.google.co.in/books?hl=en&lr=&id=r6orBgAAQBAJ&oi=fnd&pg=PP1&dq
=crm+&ots=bP-QVGG0W8&sig=xz1Qxia9qZDk5YPVf4AiMVGiYIc&redir_esc=y#v=
onepage&q=crm&f=false
https://www.yourarticlelibrary.com/marketing/consumer-behavior/crm-customer
-relationship-management-meaning-need-and-techniques-of-building-crm/3229
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